Job summary
An exciting opportunity has arisen to join the complaints team at Maidstone and Tunbridge Wells NHS Trust as a Complaints Lead. We are looking for an experienced and self-motivated individual to work full-time within our dedicated team.
The ideal candidate will have experience of working in complaints within a healthcare or social care setting, with a good working knowledge of the relevant legislation.
The successful applicant will be able to deal confidently and compassionately with a wide range of service users, including the public, advocates, other agencies and staff within the organisation at all levels, and provide expert advice to staff and the public alike. Given the nature of the work, the ability to effectively manage challenging situations and behaviours is crucial, along with a high level of resilience and emotional intelligence.
Main duties of the job
The successful applicant will manage a case load of complaints ensuring that complainants are kept up to date and that complaints are investigated and responded to within local performance target timeframes.
As a Complaints Lead you will be required to work independently managing your own caseload. You will need an enquiring mind and excellent analytical and report writing skills. Attention to detail and proof-reading skills are also essential.
Applications are invited from candidates with or without a clinical background.
Candidates should be aware that the Trust has multiple sites and all staff may be required to work at any of them to provide service cover and to attend local resolution meetings. Opportunities for blended home working are available.
About us
Maidstone and Tunbridge Wells NHS Trust ranks among the top 10 NHS Trusts nationwide and was named the second-best Trust to work for in the South East in the 2023 NHS Staff Survey.
We are a large acute hospital trust in south-east England, providing general hospital services and specialist care to around 600,000 residents in West Kent and East Sussex. With a dedicated and diverse team of over 8,000 staff we are proud to offer specialised cancer services to over two million people through the Kent Oncology Centre.
Fordcombe Hospital, near Tunbridge Wells, became part of the Trust in October 2024. Specialising in planned care, it offers two operating theatres, 28 inpatient and day-care beds, diagnostic services (X-ray, MRI, CT, and endoscopy), and consultation/treatment rooms.
Job description
Job responsibilities
We've provided all the details you need about this role in the job description and person specification. Please take a moment to review the criteria in the person specification and share specific examples in your application that demonstrate how you meet these requirements. Please also check your application for errors/omissions prior to submission.
Please note that appointment to this post will be subject to a satisfactory Disclosure and Barring Service Check at Standard Level. (Enhanced level now includes regulated checks against vulnerable adults and children)
All successful applicants will be required to complete our corporate trust induction once a start date had been agreed.
Person Specification
Qualifications
Essential
* Graduate or educated to a comparable level
Desirable
* Evidence of a commitment to continuing learning
* Completed PHSO complaints handling training
Experience/Knowledge
Essential
* Complaints management and writing responses in an NHS Trust/Social Care or equivalent.
* Knowledge and application of the NHS Complaints Regulations 2009
* Use of databases for management of complaints data
* Working independently, making own decisions and recommendations in the context of a corporate team and the wider organisation
Desirable
* Preparation of cases for the PHSO
* Familiarity with handling Access to Records request, in accordance with the Data Protection Act.
Skills
Essential
* Able to break bad news. Maintain a calm approach in highly stressful situations.
* Able to communicate complex information in a clear, concise and compassionate manner.
* Outstanding written and verbal communication skills
* Production of high quality written reports
* Able to tailor communication style to the need of the audience
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
Maidstone and Tunbridge Wells NHS Trust
Address
The Oast - Hermitage Court
Hermitage Lane
Maidstone
ME16 9QQ
Employer's website
https://www.mtw.nhs.uk/ (Opens in a new tab)
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