Senior Complaints Officer – Denton, Manchester
gtd healthcare is one of the largest NHS commissioned Primary and Urgent care providers in North West England. Based in Denton, Manchester, we have an excellent opportunity for a Senior Complaints Officer to join our growing Governance Team.
The Senior Complaints Officer role is an interesting and diverse position that involves receiving and responding to feedback and supporting the complaints process by facilitating investigations and compiling high quality response letters, in line with the organisational standard. It requires excellent analytical and writing skills and the ability to present complex information in a clear format.
The successful candidate will have a high degree of interpersonal skills and experience of dealing with people in challenging situations. They will possess a high attention to detail and enjoy investigating and resolving concerns whilst working with other professionals within and outside the Governance Team.
You will have experience of working within a Complaints Team, have excellent communication skills and be required to use numerous computerised systems such as Ulysses and Microsoft Office systems.
This position is full time, 37.5 hours per week, Monday to Friday, hybrid working.
As a Senior Complaints Manager, your duties and responsibilities will include:
* Provide support for the organisation in the delivery of the robust management of complaints across the organisation.
* Facilitate the complaints process for patients and staff working closely with the Complaints Manager and the Head of Patient Experience & Inclusion.
* Act as an advisor on complaints handling, providing support, advice and guidance to all levels of staff throughout the organisation.
* Be in regular contact with complainants, patients, staff and external stakeholders to appropriately respond to complaints within agreed timescales.
* Act in line with the organisational complaint process and national NHS complaint standards.
* Facilitate effective, efficient and confidential handling of complaints using discretion, initiative, tact and diplomacy.
* Support the Governance Officers in the maintenance of the administrative systems, maintaining the local risk management system (LRMS) and assisting in the collation of reports.
If you are interested, please apply today. Further details along with a detailed job description is available on our website.
Please note, Interviews will be held on Tuesday 11th March 2025.