Job summary We are seeking a dynamic Complaints Support Officer to work as part of the ICB Corporate Governance Team with responsibility for the provision and co-ordination of a high-quality corporate complaints resolution service. Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received. Main duties of the job The post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints. The post holder will: o be the first point of contact for members of the public and staff contacting the Complaints Team, some of whom may be distressed, aggressive or emotional. o liaise directly with patients, their relatives, carers, and other members of the public who wish to raise concerns or complaints. In addition, the successful applicant must be confident in communicating with staff at all levels internally and externally to maintain close working relationships and negotiate next steps in the complaints process. About us Our Integrated Care Board (ICB) is the largest in the country. The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including; promoting integration of health and care services, improving peoples health and well-being, reducing health inequalities. With a £6.6 billion budget and a workforce of 170,000 people across the North East and North Cumbria. As well as strategic functions, ICB staff also work at place level with local health and wellbeing boards in each of our 14 local authority areas. These teams also work alongside our 67 primary care networks which are groups of local GP practices, social care teams and other community- based area providers. The ICB works with our Provider Collaborative too, this includes the 11 NHS Foundation Trusts in the region, to deliver our shared priorities. Date posted 25 February 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year per annum pro rata Contract Permanent Working pattern Full-time Reference number 134-7036670PM Job locations Pemberton House Colima Avenue Sunderland SR5 3XB Job description Job responsibilities In addition, the post holder will have good communication and interpersonal skills. They will have knowledge and experience of working with multiple information systems. The post holder will support project work and service development associated with the complaints process, for example, coordination of complainant feedback questionnaires. The ability to meet deadlines using a variety of resources, at times under pressure, will also be key to your success in this role. Job description Job responsibilities In addition, the post holder will have good communication and interpersonal skills. They will have knowledge and experience of working with multiple information systems. The post holder will support project work and service development associated with the complaints process, for example, coordination of complainant feedback questionnaires. The ability to meet deadlines using a variety of resources, at times under pressure, will also be key to your success in this role. Person Specification Qualifications Essential GCSE (or equivalent) Maths and English grade C or above Educated to NVQ 4 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience Experience Essential Significant administrative/ secretarial experience including initiating and maintaining office systems. Demonstrable experience in dealing with the public and dealing with sensitive and confidential information. Experience of managing challenging and sensitive enquiries on the telephone with the ability to remain calm, resilient and applying tact and empathy Desirable Experience of working in NHS Complaints handling Person Specification Qualifications Essential GCSE (or equivalent) Maths and English grade C or above Educated to NVQ 4 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience Experience Essential Significant administrative/ secretarial experience including initiating and maintaining office systems. Demonstrable experience in dealing with the public and dealing with sensitive and confidential information. Experience of managing challenging and sensitive enquiries on the telephone with the ability to remain calm, resilient and applying tact and empathy Desirable Experience of working in NHS Complaints handling 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. Employer details Employer name North East & North Cumbria ICB Address Pemberton House Colima Avenue Sunderland SR5 3XB Employer's website https://northeastnorthcumbria.nhs.uk/ (Opens in a new tab)