Job summary
An exciting opportunity has arisen for a
dedicated, enthusiastic individual to join the Complaints and PALS Team as a
Complaints Resolution Officer within the Integrated Governance and Quality
Department at Warrington and Halton Teaching Hospitals NHS Foundation Trust.
Main duties of the job
We are looking for an organized and
confident individual to join the Complaints and PALS team alongside the Head of
the Service and Complaints Resolution Lead. The successful post holder will be
responsible for the formulation of high-quality complaints responses working
alongside the complaints team and Clinical Business Units. This is a busy role
within a service which holds itself to high standards in ensure that deadlines
are met and that patients, families and carers are at the centre of all that we
do.
About us
The successfully candidate will be part of
a forward thinking and dynamic team that works alongside a number of other
governance functions, also working closely with the Patient Experience Team and
Clinical Business Units. This year we will also see the exciting implementation
of the Patient Safety Incident Response Framework which will further enhance
the experience of patients and their loved ones.
Are you passionate about making a
difference to patient care?
Do you want to work alongside and support a
wide variety of teams?
Do you want to be part of a wider team that
offers excellent career progression within a varied and diverse portfolio?
Do you want to join an organisation
committed to achieve its ambition of becoming outstanding?
If so, we would like to hear from you
For further details / informal visits
please contact:
Rebecca Abram, Complaints Resolution
Lead
Warrington Hospital Rebecca.abram2@nhs.net
Job description
Job responsibilities
The Complaints Resolutions Officer is responsible for managing
patient and public feedback on services provided by the Trust and the
Complaints and PALS functions are part of this remit. The role of Complaints Officer supports the
Trust in the efficient and equitable investigation, and the processing of
complaints within the Warrington and Halton Hospitals NHS Foundation Trust, in
accordance with the NHS Complaints Regulations (2009).
The Postholder will be required to work independently, utilizing
their own skills and initiative without the need for supervision. The postholder is required to be organised,
work efficiently and in an effective manner in order to maximise the use of
their own time. The postholder is
expected to be flexible in their approach to the needs of the service.
Full Job Description Attached
Job description
Job responsibilities
The Complaints Resolutions Officer is responsible for managing
patient and public feedback on services provided by the Trust and the
Complaints and PALS functions are part of this remit. The role of Complaints Officer supports the
Trust in the efficient and equitable investigation, and the processing of
complaints within the Warrington and Halton Hospitals NHS Foundation Trust, in
accordance with the NHS Complaints Regulations (2009).
The Postholder will be required to work independently, utilizing
their own skills and initiative without the need for supervision. The postholder is required to be organised,
work efficiently and in an effective manner in order to maximise the use of
their own time. The postholder is
expected to be flexible in their approach to the needs of the service.
Full Job Description Attached
Person Specification
Experience
Essential
- Experience of handling complaints or working in a customer service environment
- Experience of working in an office environment
- Knowledge of secretarial/administration systems and processes
- Experience of note/minute taking
- Experience of dealing with the public
Desirable
- Working in Complaints/PALS in the NHS
- Experience of writing letters/preparing reports
- An understanding of confidentiality and Data protection issues
Knowledge & Skills
Essential
- Microsoft Office
- Customer Services training
- Excellent computer skills
- Excellent written communications including spelling and grammar and demonstrable attention to detail
- Excellent verbal communication, both face to face and over the telephone
- Negotiation and arbitration skills
- Ability to communicate with a broad range of people and on occasions, in emotive conditions
- Ability to manage day to day running of office without constant supervision
- Ability to work under pressure and prioritise competing demands to meet deadlines
Desirable
- Datix Management
- Lorenzo
- CIRIS
- Counselling skills
- Communication training
- Professional demeanour
- Approachable manner
- Personal resiliency
- Reliable and responsible
- Trustworthy
- Conscientious
Qualifications
Essential
- GCSE in 5 subjects or equivalent, including English Language
- ECDL/equivalent
Desirable
- Good grades in English Language
Person Specification
Experience
Essential
- Experience of handling complaints or working in a customer service environment
- Experience of working in an office environment
- Knowledge of secretarial/administration systems and processes
- Experience of note/minute taking
- Experience of dealing with the public
Desirable
- Working in Complaints/PALS in the NHS
- Experience of writing letters/preparing reports
- An understanding of confidentiality and Data protection issues
Knowledge & Skills
Essential
- Microsoft Office
- Customer Services training
- Excellent computer skills
- Excellent written communications including spelling and grammar and demonstrable attention to detail
- Excellent verbal communication, both face to face and over the telephone
- Negotiation and arbitration skills
- Ability to communicate with a broad range of people and on occasions, in emotive conditions
- Ability to manage day to day running of office without constant supervision
- Ability to work under pressure and prioritise competing demands to meet deadlines
Desirable
- Datix Management
- Lorenzo
- CIRIS
- Counselling skills
- Communication training
- Professional demeanour
- Approachable manner
- Personal resiliency
- Reliable and responsible
- Trustworthy
- Conscientious
Qualifications
Essential
- GCSE in 5 subjects or equivalent, including English Language
- ECDL/equivalent
Desirable
- Good grades in English Language
Employer details
Employer name
Warrington and Halton Teaching Hospitals NHSFT
Address
Warrington Hospital
Lovely Lane
Warrington
Cheshire
WA5 1QG
Employer's website
https://whh.nhs.uk (Opens in a new tab)
