Job summary
The main purpose of the role is to ensure that all complaints across East London Foundation Trust are managed in a timely and effective manner, in line with local and national requirements. The post holder will need to be flexible, have excellent communication skills, both written and verbal, critical attention to detail and comprehensive IT skills.
This post reflects the Trust's commitment to service user and carer experience. The ideal candidate will possess excellent administration skills and be able to maintain a focused approach to their work.
Main duties of the job
The post holder would be expected to facilitate the concerns and complaints process for service users and the public. This includes regular contact with complainants, patients, service users, and internal and external stakeholders to appropriately respond to concerns raised within agreed timescales and in line with the complaint process and national NHS Complaints Regulations.
About us
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.
Job description
Job responsibilities
The postholder will use their interpersonal and communication skills in dealing with what are frequently complex and sensitive situations. The post holder will evaluate information and make judgements, requiring the analysis and interpretation of facts.
Job description
Job responsibilities
The postholder will use their interpersonal and communication skills in dealing with what are frequently complex and sensitive situations. The post holder will evaluate information and make judgements, requiring the analysis and interpretation of facts.
Person Specification
Education
Essential
- degree level or equivalent qualification
Previous experience
Essential
- NHS and complaints handling experience
- Experience of dealing with the public
- Data administration and entry. Planning and managing work
Desirable
- Experience of using inphase, Rio, EMIS
Skills and Abilities
Essential
- Excellent written and spoken communication
- Experience of preparing written responses to complaints
- Ability to maintain an objective approach in gathering information following receipt of and investigation into complaints
Knowledge
Essential
- knowledge of NHS Complaints Regulations
- Broad knowledge of mental health
- Ability to understand and analyse complex information to aid learning within the organisation
Person Specification
Education
Essential
- degree level or equivalent qualification
Previous experience
Essential
- NHS and complaints handling experience
- Experience of dealing with the public
- Data administration and entry. Planning and managing work
Desirable
- Experience of using inphase, Rio, EMIS
Skills and Abilities
Essential
- Excellent written and spoken communication
- Experience of preparing written responses to complaints
- Ability to maintain an objective approach in gathering information following receipt of and investigation into complaints
Knowledge
Essential
- knowledge of NHS Complaints Regulations
- Broad knowledge of mental health
- Ability to understand and analyse complex information to aid learning within the organisation
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
