Job summary
Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have an exciting opportunity to join our Single Corporate Services Division as a Complaints Officer.
Main duties of the job
In this role the postholder will need to provide an excellent standard of customer care support to patients and relatives who have raised concerns about any treatment they have received at the Trust; they will also need to be able to provide advice and support to not just patients and relatives, but to visitors, MPs, advocates, external NHS organisations and Trust stuff on the handling of formal complaints and PALS concerns.
About us
Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.
This vacancy is part of the Single Corporate Services Division.
The single corporate service is delivered across both organisation. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.
Job description
Job responsibilities
The successful candidate will be working as part of a team on behalf of the Chief Executive in achieving the statutory requirements of complaints handling within required deadlines, as well as helping deliver a high standard of administrative support to the complaints team- this includes: dealing with telephone and email enquiries, maintaining the database system (Datix), scanning, photocopying, supporting the production of timely and accurate reports on formal complaints, and identifying any emerging trends and themes and ensuring these are escalated to the Complaints Manager.
Job description
Job responsibilities
The successful candidate will be working as part of a team on behalf of the Chief Executive in achieving the statutory requirements of complaints handling within required deadlines, as well as helping deliver a high standard of administrative support to the complaints team- this includes: dealing with telephone and email enquiries, maintaining the database system (Datix), scanning, photocopying, supporting the production of timely and accurate reports on formal complaints, and identifying any emerging trends and themes and ensuring these are escalated to the Complaints Manager.
Person Specification
Qualifications
Essential
- Educated to GCSE level (or equivalent), NVQ Customer Services (Level 3), Proficient in Microsoft Office, Excel and databases
Experience
Essential
- Experience of working in a busy customer service environment or complaints handling environment; Experience of working within an NHS or Social Care environment; Ability to work using own initiative, deal with competing priorities and have a high level of accuracy in recording information; Excellent verbal, telephone, and written communication skills; Excellent administrative skills; Knowledge of NHS Governance and Risk Management; Knowledge of Data Protection Act or Freedom of Information Act legislation; Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality; Time management skills with the ability to prioritise own workload; Problem solving skills and ability to respond to sudden unexpected demands.
Person Specification
Qualifications
Essential
- Educated to GCSE level (or equivalent), NVQ Customer Services (Level 3), Proficient in Microsoft Office, Excel and databases
Experience
Essential
- Experience of working in a busy customer service environment or complaints handling environment; Experience of working within an NHS or Social Care environment; Ability to work using own initiative, deal with competing priorities and have a high level of accuracy in recording information; Excellent verbal, telephone, and written communication skills; Excellent administrative skills; Knowledge of NHS Governance and Risk Management; Knowledge of Data Protection Act or Freedom of Information Act legislation; Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality; Time management skills with the ability to prioritise own workload; Problem solving skills and ability to respond to sudden unexpected demands.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
