Job description

Job responsibilities

Complaints provide a vital insight about peoples experiences and how these services can be improved. Complainants must be informed of service improvements that have been made a result of their complaint and the Trust must learn from its complaints.

The post holder will also provide day to day advice, expertise and guidance for the concerns and complaints teams acting as a point of contact for the team to deal workflow issues. The post holder will escalate issues or concerns to the Concerns and Complaints Manager.

Key Result Areas & Performance:

Take on a caseload of complaints including complex complaints and complaints that have exceeded the initially prescribed time in which the Trust expected to have resolved them.

Work as part of the central complaints team, alongside specific clinical groups, and in liaison with complainants, advocates and staff at all levels within the Trust.

Provide expert advice and guidance on regulation and casework issues to the concerns and complaints team. Co-ordinate responses to the most complex complaints received by the Trust and, in doing so, ensuring that each complaint is listened to, understood, properly considered, appropriately responded to and learnt from.

Draft complaint response letters for the most complex complaints for signature by the Chief Executive.

Support the teams' reporting work by regularly auditing the use of the Ulysses complaints module.

Analyse complaints received, identifying trends, themes and opportunities for improving the quality of the Trusts service and experiences of service users.

Escalate complex and/or high-profile patient complaints and, where necessary, liaise directly with service providers and clinical staff on behalf of patients.

Contribute to complaints reports/KPI dashboards.

Provide advice, support and guidance to divisions on resolving concerns and complaints via local resolution.

Chair local resolution meetings between complainants and divisional staff.

Train complaints staff and participate in training other staff groups across the Trust on how to successfully deal with complaints.

Organise the rota to ensure the service is covered during leave or absence of complaints officers.

Deputise in the absence of the Concerns & Complaints Manager

Person Specification

Qualifications

Essential

• Post graduate or equivalent experience within a similar role
• Significant expert knowledge of complaint process and current legislation.
• GCSE (or equivalent) at grade C or above in English
• Evidence of continuing professional development.

Desirable

• A-level English
• European Computer Driving License (ECDL) or equivalent

Experience

Essential

• Experience of working within the NHS
• Experience of writing and communicating to patients or the public
• Experience of handling distressing situations
• Experience of delivering presentations
• Experience of working with all levels of staff
• Significant demonstrable experience of working in a Complaints role

Knowledge and Skills

Essential

• Excellent English written and verbal skills
• Excellent Liaison, negotiation skills
• Ability to analyse complex problems and identify solutions, undertaking trend & thematic analysis as required
• Experience of using Microsoft Word, PowerPoint and Excel
• Excellent presentation skills
• In-depth knowledge of the NHS complaints procedure

Personal Qualities

Essential

• Excellent inter-personal skills
• Ability to deal with angry or distressed people
• Ability to stay calm in difficult situations
• Excellent organisational skills
• Ability to prioritise
• Ability to work autonomously and in a team
• Attention to detail
• Ability to think on your feet
• Tact and diplomacy

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

Lewisham and Greenwich NHS Trust

Address

Queen Elizabeth Hospital

Stadium Road

Woolwich

SE18 4QH

United Kingdom

Employer's website

https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)