An exciting opportunity has arisen for a Complaints Officer to work in liaison with the PALS & Complaints Manager.
The Post holder will act as a point of contact for patients, service users, their families, and carers. They will assess complaints and allocate them to the appropriate service.
Responsibilities include:
1. Monitoring an individual caseload to ensure timescales are met.
2. Ensuring all public and patient contact is of the highest professional standard.
3. Providing high-quality guidance and support to directorates on resolving complaints.
4. Supporting and informing patients and service users on the Trust complaints process.
5. Maintaining the complaints database, including key themes and investigation outcomes.
6. Providing advice on complaints handling as required.
7. Establishing and maintaining effective communication and positive working relationships with staff in the Trust and relevant external agencies.
8. Dealing with sensitive, emotionally charged, and complex situations that may arise with complainants appropriately.
9. Ensuring information for Freedom of Information requests is provided within agreed timescales.
10. Travelling across NELFT sites as required to support services dealing with complaints.
11. Attending locality leadership team meetings to give updates on the numbers of complaints and any issues.
12. Providing data for management reports within agreed timescales.
13. Working on own initiative and prioritising workload to ensure deadlines are met.
14. Representing the PALS & Complaints Manager at various meetings as required.
Starting with NELFT:
NELFT places a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training, and the allocation of equipment.
Probationary Period:
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently partway through a probationary period or currently a bank member of staff).
High Cost Area Supplement:
This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (with a minimum of £1,258 to a maximum of £2,122).
COVID-19 Vaccination:
We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defense against COVID-19 for our patients, our staff, and their families.
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used, then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role can be discussed at the interview stage.
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