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NB: This vacancy closed to applications on 17/01/2020.

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Complaints Manager

Job Reference: 377-CORP31419

Employer:
Mid Yorkshire Hospitals NHS Trust
Location:
Wakefield
Salary:
£30,401 to £37,267 per annum pro rata

Thank you for your interest in a post at The Mid Yorkshire Hospitals NHS Trust. Every employee at the Trust strives to provide excellent patient experience every single time. We strive to be an excellent employer for every one of our employees from the day they apply for employment with us. We have four core values, developed by our staff, and these are at the heart of everything we do to enable us to deliver our ambitions of excellence. You can find out more about our vision and values from our videos and website, which you can access via this page.


We are looking for a Complaints Manager to support the Patient Liaison Improvement Lead to coordinate and manage a professional, values based service that responds promptly, effectively and efficiently to resolve concerns and complaints raised by patients, relatives and service users in order to provide a confidential, flexible and responsible service.

The successful candidate will implement, monitor and help develop the Trust’s complaints policy and ensure that all complaints are managed effectively in line with our Values and Behaviours and requirements set down nationally through the Local Authority Social Services and NHS Complaints (England) Regulations 2009.

The role is to manage a patient centred service for people who contact us with complaints and enquiries. You will need previous experience of working in the NHS or a healthcare setting and in particular in a Complaints/PALS environment and have a good knowledge of PALS and Complaints legislation, guidance and practices.

The postholder will liaise with and support managers and staff, across the Trust, to ensure a seamless process for the management of complaints and a systematic process for learning and service improvement as a result of the complaint. Identify opportunities where complaints may be resolved quickly to the satisfaction of the complainant/patient. Build strong relationships with people who use our services, their families and carers; therefore gaining a better understanding and insight into their complaint.




When submitting your application, please read the Information and Guidance for Applicants, Job Description and Person Specification. We select employees on the basis of values as well as the skills and experience required for the job. Please use your application as an opportunity to demonstrate these.

All information provided on your application and as part of any employment checks will only be used for the purposes of progressing your application and undertaking mandatory employment checks. This information will form part of your employment record should you be successful. Please note that if your application is unsuccessful we will store your information for 13 months, after which it will be deleted.

We store information electronically via NHSJobs and secure files. You can view the privacy notices for Mid Yorks and NHSJobs via their websites.

You can request to view information we hold about you in accordance with GDPR. You can ask us to delete information we hold about you at any point during your application or in the subsequent period during which we retain your information (as above).

Where the post you have applied for:

  • requires a criminal records check, it is necessary for us to share some of your personal information with GBG Online, who process requests for checks on our behalf. We will only share information which is necessary to progress the check and following your consent. The DBS privacy policy (available at gov.uk) confirms how the DBS will process your personal data and options when submitting an application.
  • falls within the scope of the Fit and Proper Persons test, we are required to provide information in support of our assessment of you to the CQC. This will include copies of all your application information and details of assessments undertaken as part of your employment.

Where your employment is subject to you obtaining a visa, we must share information with UKVI as required by our obligations to employ workers legally. This includes your contact details and copies of proof of eligibility to work.


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.


Tier 2 Certificate of Sponsorship

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. The UK Visas and Immigration department requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.

From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must 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) will also be subject to this requirement.

Guidance can be found here Criminal Records Checks For Overseas Applicants



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