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Deputy Head of Estates Capital Projects, London
Client: TRUSTWIDE
Location: London, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 6b346a6b8496
Job Views: 3
Posted: 18.04.2025
Expiry Date: 02.06.2025
Job Description:
Job overview
Imperial College Healthcare Trust is one of the largest NHS Trusts in the UK with a budget of £920m and a workforce of 9,500 staff delivering clinical services across five major sites in North West London. The Trust is co-constituent of the Imperial College Academic Health Science Centre (AHSC). It has a worldwide reputation for its clinical, research and teaching excellence.
We now require a dynamic and highly motivated complaint case worker to help provide swift resolution to complaints and conduct investigations. You will provide expert and professional advice to senior colleagues and further develop effective relationships with internal and external stakeholders. You will have opportunities to inform and shape policy, and to ensure that organisational learning occurs following your complaint investigation.
You will have managed a large portfolio of complaints or similar casework. You will possess the skills necessary to manage a team, communicate effectively across different groups and be able to provide advice and support to senior colleagues.
Main duties of the job
The patient complaint investigator is the point of contact for our complainants and offers reassurance and advice throughout the complaint investigation. The aim of the role is to offer a timely resolution that is patient focused and follows the Parliamentary & Health Service Ombudsman’s ‘Principles for Remedy’.
Provides evidence that the Trust has learnt from its mistakes. Provide support to the complaints & service improvement manager to help foster a culture of learning and continuous improvement from complaints.
Provide day to day management and support for the patient complaints coordinators and the complaints administrators. Be available daily to offer support and reassurance to complainants and other colleagues.
Working for our organisation
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
Person specification
EDUCATION
* Educated to Degree Level or equivalent relevant experience
* Evidence of continual professional development
* Education to post graduate degree level or equivalent
SKILLS/ABILITIES
* Assertive, logical and flexible.
* Well organised, calm and ability to work on own initiative.
* Ability to deal with complex and sensitive situations with empathy and sensitivity
* A commitment to learning and seeking continuous improvement from complaints
EXPERIENCE
* Experience of managing patient complaints and/or queries
* Experience of managing a database
* Experience of formulating reports and data analysis
* Experience of working in an acute trust
* Experience of using DATIX
* Experience of staff management
Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).
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