Main area: Complaints
Grade: NHS AfC: Band 5
Contract: Permanent
Hours: Part time - 19.5 hours per week (The role will be working 6.5 Hours per day - Monday, Tuesday & Friday)
Job ref: 066-ICB-7034716
Employer: NHS Staffordshire and Stoke-on-Trent Integrated Care Board
Employer type: NHS
Site: Home based
Town: Stafford
Salary: £29,970 - £36,483 pro-rata
Salary period: Yearly
Closing: 09/03/2025 23:59
Complaints Officer
NHS AfC: Band 5
Job overview
Staffordshire and Stoke-on-Trent Integrated Care Board is looking to appoint a part-time Band 5 Complaints Officer to join the Patient Services Team from 1st April 2025. The successful applicant will be working within an established team and will have an integral role in delivering frontline support by listening, managing and learning from patient feedback to help improve the overall patient experience for the local population.
The postholder will hold a caseload of cases and will be required to manage this in accordance with the relevant legislation and associated guidance, working autonomously and efficiently to meet deadlines and maintain accurate and up-to-date records. This will include listening to experiences and, where possible, resolving concerns quickly as well as providing a signposting service to members of the public.
Excellent communication skills are required, both written and verbal, and the ability to forge relationships both internal and external of the Integrated Care Board.
This is a home-based role with occasional travel to the office as and when required.
Main duties of the job
* To manage your own caseload of formal complaints, PALS enquiries, MP letters and compliments.
* To maintain a record of cases using the ICB’s records management system ensuring accurate and timely entry of information.
* To liaise with patients, their representatives, ICB staff at all levels and external stakeholders and providers, to provide advice, support, assistance and resolution in terms of the Complaints and PALS process and the concerns being raised.
* To attend meetings as required with individuals both internal and external to the ICB in relation to your own caseload.
* To have strong IT skills including knowledge of Microsoft Teams, and excellent attention to detail.
Working for our organisation
The Staffordshire and Stoke-on-Trent NHS Integrated Care Board (ICB) is responsible for planning functions; managing the NHS budget and arranging the provision of health services in the geographical area.
Location: Home based/hybrid working (most posts). Travel on occasions to a Hub location with at least 1 day's notice.
New starters are expected to collect IT equipment from offices in Stoke-on-Trent and, if based at home, are required to have appropriate desk/chair/relevant equipment in compliance with DSE regulations.
Unconscious Bias/Invisible Disability Training and Equality Induction are mandatory.
Interviews may take place via MS Teams or in person.
We promote a compassionate and inclusive environment and welcome applications from a diverse pool of talent and backgrounds. All individuals are valued and given every opportunity to succeed based on merit.
The ICB embraces the principles of Equality, Diversity and Inclusion and encourages applications from all individuals regardless of their age, disability, gender re-assignment, marital or civil partnership, pregnancy or maternity, race, religion and belief, sex or sexual orientation. It’s important that our workforce reflects the diversity of communities as much as possible.
Detailed job description and main responsibilities
Job Summary
* Be part of a high quality and effective complaints and PALS service working on behalf of the ICB in accordance with the relevant legislation, local and national guidance.
* Receive, manage and respond to formal complaints, PALS enquiries and letters from MPs.
* Display a patient-centred approach and be responsive to the needs of external ICB customers.
* Work under the direction of the Complaints and PALS Manager and contribute to the delivery of a service across the ICB and for all our customers.
* Work closely with the wider team to ensure that a pro-active and robust service is delivered.
* Support the ICB to learn from the experiences of patients and complainants and use this information to inform future commissioning decisions.
Key Responsibilities
* To provide a high quality and professional service, ensuring accuracy and attention to detail in all aspects of the role.
* To participate in projects and working groups to improve and develop ICB Complaints and PALS services and actively promote the ICB Complaints and PALS service.
* To ensure a seamless service to both internal and external customers, ensuring that KPIs and deadlines are met.
* To organise their workload, using judgement to prioritise tasks and coordinate activities with other team members.
* To plan complex workflows and carry out or coordinate complaint investigations where required.
* To work with a range of stakeholders, operating to a high degree of professionalism at all times.
* To communicate clearly using a range of mechanisms and use negotiating skills to achieve the desired outcome.
* To work to ICB policies and procedures, including the specific Complaints and PALS policies relevant to each customer.
* To support the Complaints & PALS Manager in managing systems and creating associated reports.
* To assist in developing performance and quality reports for internal and external audiences.
* To ensure appropriate use of all physical assets they are responsible for.
* To demonstrate the duties of their role to new staff and contribute to training about complaints and PALS.
* To work on their own initiative and operate autonomously.
Person specification
Experience
* Previous experience of working in the NHS or a healthcare setting.
* Experience of handling and responding to complaints.
* Experience of working in a confidential environment and handling sensitive information.
* Evidence of analysing problems and finding solutions.
* Experience of delivering training.
* Able to obtain and evaluate information to aid decision making.
* Strong attention to detail.
* Can deal with people who are upset or angry.
* Able to initiate changes resulting in demonstrable service improvement.
* Keyboard skills and able to use relevant ICT systems.
* Ability to prioritise own workload.
* Can identify creative solutions to problems.
* Negotiation and influencing skills.
* Can convey complex messages in a way that can be understood by a variety of audiences.
* Understanding of Data Protection and Freedom of Information legislation.
* Understanding of the role of advocacy, mediation and conciliation.
Personal Qualities
* Able to maintain confidentiality and trust.
* A flexible and positive approach to work.
* Demonstrates care and compassion.
* Shows resilience and remains calm under pressure.
Please Note:
In the event of exceptionally high levels of response, we reserve the right to close the post before the date stated above. You are advised to submit your completed application form as soon as possible to have the best chance of being considered.
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