Job summary Please note this vacancy is only accepting applications from current employees of North Cumbria Integrated Care Board. The Complaints Officer is a key member of the Complaints Team within the Corporate Services Directorate of NHS North East and North Cumbria ICB. The postholder will have responsibility for ensuring the delivery of an effective and responsive Complaints Service and supporting the ICB's proactive approach to listening and responding to patient and carer feedback. We are seeking two fixed term complaints officer to join our complaints team who shared our values, and can work with staff across the organisation as well as a range of external partners and stakeholders. The post-holder is responsible for ensuring the ICB meets all statutory requirements in relation to Complaints, and that a professional, reliable and accessible service is provided consistently across the organization. Main duties of the job The main duties of the role are to manage a complex caseload of complaints across the North East and North Cumbria, covering complaints about services that the ICB both provides directly or commissions from others. The post is suitable for someone with experience in customer relations and concerns/complaint resolution, ideally in the NHS or similar setting. The postholder will be a key member of the team whose overarching goal is to help the ICB to learn from patient and service user feedback to improve local health and care services. 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 04 November 2024 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year per annum Contract Permanent Working pattern Full-time, Flexible working Reference number 134-6773272SL Job locations Pemberton House Sunderland SR5 3XB Job description Job responsibilities A Complaints Officer will manage a caseload of complaints from the point of receipt to resolution. This will include: Liaising with the complainant and offering them a discussion on the handling of their complaint Being the named contact for the complainant throughout the complaints process keeping them updated proactively Liaising with the provider(s) and securing detailed responses in a timeframe in keeping with the North East and North Cumbria ICB's key performance indicators Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant Manages the complexity of issues across consent, safeguarding and patient safety arising in complaints escalating to the Complaints Manager and/or wider team as and when required Ensure all complaints within their own caseload are accurately and contemporaneously documented on our data recording systems, including any activity pertaining to the complaint (emails, calls, documents etc) Be able to constantly re-prioritise in the face of fluctuating volumes of work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge Negotiate with all parties to ensure that the lead on multi-agency complaints is proportional and appropriate Job description Job responsibilities A Complaints Officer will manage a caseload of complaints from the point of receipt to resolution. This will include: Liaising with the complainant and offering them a discussion on the handling of their complaint Being the named contact for the complainant throughout the complaints process keeping them updated proactively Liaising with the provider(s) and securing detailed responses in a timeframe in keeping with the North East and North Cumbria ICB's key performance indicators Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant Manages the complexity of issues across consent, safeguarding and patient safety arising in complaints escalating to the Complaints Manager and/or wider team as and when required Ensure all complaints within their own caseload are accurately and contemporaneously documented on our data recording systems, including any activity pertaining to the complaint (emails, calls, documents etc) Be able to constantly re-prioritise in the face of fluctuating volumes of work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge Negotiate with all parties to ensure that the lead on multi-agency complaints is proportional and appropriate Person Specification Qualifications Essential oPostgraduate level qualification or equivalent experience oEducated to Masters level or equivalent experience oSignificant specialist knowledge and experience across a number of areas including transformational change, performance management, financial management, staff management Experience and knowledge Essential oExperience of interpreting and preparing performance agreements. oExperience of analytical and judgment skills oKnowledge and experience of complaints management in public services oExperience of managing projects to successful outcomes within time and budget parameters. oExperience of facilitating and managing change within and across healthcare organisations. Desirable oProject Management Experience. oSupervisory/management experience. oWorking within a health or social care setting. oOperational NHS Management experience. Person Specification Qualifications Essential oPostgraduate level qualification or equivalent experience oEducated to Masters level or equivalent experience oSignificant specialist knowledge and experience across a number of areas including transformational change, performance management, financial management, staff management Experience and knowledge Essential oExperience of interpreting and preparing performance agreements. oExperience of analytical and judgment skills oKnowledge and experience of complaints management in public services oExperience of managing projects to successful outcomes within time and budget parameters. oExperience of facilitating and managing change within and across healthcare organisations. Desirable oProject Management Experience. oSupervisory/management experience. oWorking within a health or social care setting. oOperational NHS Management experience. 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 Sunderland SR5 3XB Employer's website https://northeastnorthcumbria.nhs.uk/ (Opens in a new tab)