Job summary
Do you have experience of complaints handling, ideally in an NHS role?
Do you have excellent customer service skills and a desire to help people?
Are you friendly, motivated, and hardworking?
We are looking for a dynamic, empathetic, and professional individual to join the PALS and Complaints Team at University Hospitals Bristol and Weston NHS Foundation Trust. The role is offered on the basis of 30 hours per week, over four or five days on a fixed term basis until the end of May 2024.
This role will suit someone wishing to gain valuable hands-on experience within a busy patient-facing team and may also be suitable as a secondment opportunity.
The successful candidate will be a person who enjoys the challenge of resolving concerns and improving the experience of the patients, families, visitors, and carers who use our services.
If you are able to work well under pressure and enjoy dealing directly with people, we would like to hear from you. Previous experience of handling complaints is essential and ideally you will have experience of working in the NHS and in a customer focused role. Meticulous attention to detail and a high standard of written work is also paramount for this role.
The post holder will be responsible for independently managing their own caseload, which will include complaints handling and providing advice, information and support to patients, their families/carers, and members of the public.
Main duties of the job
- Contribute to a high quality integrated PALS and Complaints service for patients, carers and members of the public who want to make a complaint or are seeking information, help, advice and/or the resolution of concerns or enquiries.
- Be responsible for managing a varied caseload of enquiries and complaints independently and without direct supervision, including comprehensive diary management and appropriate prioritisation of existing casework.
- Liaise with all levels of staff, other PALS and complaints services and external organisations, to resolve complaints, concerns and enquiries.
- Ensure complete, accurate and up to date records are kept of all enquiries, using the Datix database, which meet the requirements of the Local Authority Social Services and NHS Complaints Regulations (2009).
- Ensure all complaints and enquiries are managed in a proportionate and customer focussed manner, in line with the Parliamentary and Health Service Ombudsman's Principles of Good Complaint Handling, Remedy and Good Administration.
- Provide information and support to frontline Trust staff on the resolution of complaints and/or patient related enquiries, in line with the Trust's policies.
About us
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward-thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.
Job description
Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Job description
Job responsibilities
For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.
Person Specification
Qualifications and Training
Essential
- NVQ Level 3 / Diploma level qualification or equivalent demonstrable experience
- Demonstrable experience in the field of complaints management, customer service, patient and public involvement and mediation
Desirable
- Experience in mediation and facilitation
Knowledge and Experience
Essential
- Experience in complaints handling
- Experience of working with clients and staff at all levels to resolve complaints or concerns
- Experience of cross-organisational and multi-agency working
- Experience of supporting individuals, in person and on the telephone, in expressing their views and/or concerns
Desirable
- Experience of working in the NHS in a role with direct patient contact
- Experience of delivering training programmes
- Knowledge of healthcare in an NHS Acute Trust and an ability to understand how Trust policies and procedures impact on different groups of staff and patients
Skills and Abilities
Essential
- A good understanding of legislation and regulatory frameworks, national and local policies relating to complaints and PALS services
- Highly motivated and resourceful
- Excellent communication and presentation skills, both written and oral, and the ability to liaise with staff at all levels
- Skilled in handling and conveying sensitive messages within a challenging environment
- Able to maintain high standards of diplomacy and confidentiality
- Excellent organisational skills and meticulous attention to detail
- Time management skills and the ability to manage conflicting demands when dealing with patients, their families and other staff at all levels
- Working knowledge of all Microsoft Office applications
- Ability to work independently and flexibly using own initiative and also within a team setting
Desirable
- Knowledge of issues facing diverse communities
Person Specification
Qualifications and Training
Essential
- NVQ Level 3 / Diploma level qualification or equivalent demonstrable experience
- Demonstrable experience in the field of complaints management, customer service, patient and public involvement and mediation
Desirable
- Experience in mediation and facilitation
Knowledge and Experience
Essential
- Experience in complaints handling
- Experience of working with clients and staff at all levels to resolve complaints or concerns
- Experience of cross-organisational and multi-agency working
- Experience of supporting individuals, in person and on the telephone, in expressing their views and/or concerns
Desirable
- Experience of working in the NHS in a role with direct patient contact
- Experience of delivering training programmes
- Knowledge of healthcare in an NHS Acute Trust and an ability to understand how Trust policies and procedures impact on different groups of staff and patients
Skills and Abilities
Essential
- A good understanding of legislation and regulatory frameworks, national and local policies relating to complaints and PALS services
- Highly motivated and resourceful
- Excellent communication and presentation skills, both written and oral, and the ability to liaise with staff at all levels
- Skilled in handling and conveying sensitive messages within a challenging environment
- Able to maintain high standards of diplomacy and confidentiality
- Excellent organisational skills and meticulous attention to detail
- Time management skills and the ability to manage conflicting demands when dealing with patients, their families and other staff at all levels
- Working knowledge of all Microsoft Office applications
- Ability to work independently and flexibly using own initiative and also within a team setting
Desirable
- Knowledge of issues facing diverse communities
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).
Employer details
Employer name
University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
Address
Bristol Royal Infirmary
Upper Maudlin Street
Bristol
BS2 8HW
Employer's website
https://www.uhbw.nhs.uk/ (Opens in a new tab)
