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NB: This vacancy closed to applications on 20/02/2019.

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Complaints and Concerns Manager

Job Reference: 841-18-731-FB

Gloucestershire Care Services NHS Trust
The Professional and Clinical Effectiveness (PaCE) Directorate
Edward Jenner Court, Brockworth
£33,222-£43,041 pro rata per annum

Be part of our team…

Gloucestershire Care Services NHS Trust provides a range of services to Gloucestershire’s population of approximately 600,000 people. Our vision is to be the service people rely on, to understand them, and to organize their care around their lives. We value colleagues and support them to develop the skills, confidence and ambition to deliver our vision.

In everything we do, we strive to be caring, open, responsible and effective. We expect all staff to share and demonstrate these values as we work to constantly improve the quality of care we provide.

Complaints and Concerns Manager

Band: 7 (Pending Banding)

Salary: £33,222-£43,041 pro rata per annum

Hours: 37.5 per week

Location: Edward Jenner Court, Brockworth, Gloucester

The Professional and Clinical Effectiveness (PaCE) directorate is looking to appoint a Complaints and Concerns Manager to support the patient experience improvement agenda lead by the Clinical Governance and Effectiveness team.

The post involves co-ordination and support for the management of complaints and concerns within the Trust with a particular emphasis on patient experience, quality of care and clinical effectiveness. The post holder will provide support and guidance to service users, clinical and non-clinical staff to ensure complaints and concerns reach a satisfactory point of closure for the service user. Working with colleagues in the delivery of quality and safety improvements, producing data and reporting, measuring against set standards.

Are you committed to maintaining and improving quality of services to ensure high standards of care are provided to patients, services users, their families and carers? If the answer is yes; this is an exciting opportunity for an experienced practitioner to develop their skills and knowledge of working within the Clinical Governance Framework.

The ideal candidate will also be interested in developing (with support) systems and processes and have experience of using clinical records. A necessity for confidentiality is required as this role will often deal with patients’ personal information.

The ideal candidate will also be an excellent communicator, team player and flexible in order to support the diverse work load of the team. Furthermore, they will be required to work with a wide range of colleagues within the Trust and have good organisational awareness.

If you have these personal attributes, the Clinical Governance and effectiveness Team would welcome your application.

The post is a permanent full time position.

To arrange an informal visit or discussion please contact Ian Main, Head of Clinical Governance and effectiveness.

Telephone: 0300 421 8331 07970955896



Shortlisting Date: 25th February 2019

Interview Date: Thursday 14th March 2019 - a presentation will be required prior to interview. Successfully short-listed applicants will be notified of the title prior to the interview.

The Trust aims to promote a culture of inclusion, where colleagues understand and celebrate the diversity and different perspectives of our service users and colleagues.

The Trust is a safeguarding employer committed to the safeguarding and promotion of welfare of children, young people and adults at risk. The trust expects colleagues and volunteers to share this commitment. The Trust is committed to safe recruitment practices to protect children and adults at risk, and any appointment will be subject to satisfactory clearance relevant to the post.

For customer-facing roles all applicants must be able to demonstrate that they can communicate in English with confidence.

Successful candidates are expected to self-fund either an enhanced or standard or basic DBS check, and sign up to the DBS update service if required for the role.

Candidates are advised to monitor their NHS jobs as initial feedback will be through their account. Interview dates will usually be advised to shortlisted candidates within 2 weeks of the closing date. This is not always the case and so if candidates have not had any feedback from their application, they can call the Recruitment Team on 0300 421 8602.

Subsequent conditional offers of employment will be via NHS jobs followed by communication via email and hard copy letters.

Please note that if you are successful in your application and you have previously worked for an NHS Trust, Gloucestershire Care Services NHS Trust will request confirmation of your previous NHS service from your last NHS employer via the inter authority transfer system to verify service and pay grade.

UK Registration

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

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