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NB: This vacancy closed to applications on 24/10/2021.

PALS & Complaints Officer (Complaints)

Job Reference: L28-27522

St Andrew’s Healthcare
From £20,750 - £23,750

PALS & Complaints Officer (Complaints)

Location: Northampton: Northamptonshire

Salary: From £20,750 - £23,750 (depending on experience)

Full time 37.5 hours a week

This is an excellent opportunityto join a team that is dedicated to helping those in our care, and their families/carers, seek resolution to any complaints they may wish to make.As a PALS & Complaints Officer you will manage the caseload of complaints we receive from patients, families and professionals, with the aim of identifying how we can improve our service and improve people’s experience. We are committed to developing a culture that welcomes patient involvement and feedbackthat informsservice development. If you share this passion, we would welcome your application for this position.

Firstly, a bit about us

St Andrew’s is the UK’s leading mental healthcare charity with an excellent and well-deserved reputation as a provider of specialist mental healthcare. We have a multi-disciplinary team of over 4,200 staff who deliver excellent, innovative and holistic care each day across our locations.

As a charity, all of our profits are re-invested into new services and new facilities, a legacy which has carried on through our 180+ year history. Today we proudly continue to build excellent mental healthcare services. And because we’re independent, we have the flexibility to make a real difference in the world of mental health. Joining us is your chance to make a big contribution to the lives of some of society’s most vulnerable people.

The role and person

We are looking for a proactive and conscientious person with experience of complaints handling, ideally in a healthcare setting, to manage of our caseload of complaints, ensuring timely resolution across the organisation. Strong organisation and time management skills are essential, as is the ability to understand sometimes complex information. You will be a strong communicator with excellent written English skills and the ability to write formal responses to a range of recipients. It is essential that you maintain confidentiality at all times.

Your empathetic and professional manner will enable you to build a rapport with people at all levels, including those who may be frustrated or distressed. As part of a small team, it is essential that you are able to adapt to the pressures of the wider team, and you may need to support our PALS (patient advice and liaison service) caseload at times.

The role involves some routine administration tasks including accurate record keeping and the production of reports. You will not be afraid to appropriately challenge in order to support the best outcomes for our patients, but will also be able to use your initiative to escalate cases as necessary.

Rewards and Benefits

We offer an excellent benefits package including:

  • Pension
  • Sickness policy on par with the NHS
  • 35 days annual leave, increasing to 41 after 10 years' service
  • Life cover
  • Car lease scheme
  • Cycle to work scheme
  • Healthcare cash plan
  • Free parking
  • Paid DBS application
  • Access to free vocational qualifications

On-site facilities such as gym access, swimming pool, cafés, library all set within beautiful grounds.

If this sounds like the ideal job for you and you are available to start work quickly then we'd love you to apply here.
Closing Date: Sunday 24th October 2021

Disclosure and Barring Service (DBS) Check

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see applying from overseas.

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