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Complaints Officer

Complaints Officer

Portsmouth Hospitals University NHS TrustPortsmouth, England, UK
24 days ago
Job type
  • Full-time
  • Permanent
Job description

This vacancy is open to employees of Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.

Grade :   NHS Agenda for Change Band 3

Hours :   Full time 37.5 hours per week

Contract Type :   Permanent

Location :   Portsmouth Hospitals University NHS Trust De La Court House Queen Alexandra Hospital Cosham Portsmouth PO6 3LY. Individuals may be required to undertake business travel between sites

Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have an exciting opportunity to join our Single Corporate Services Division as a Complaints Officer.

In this role the postholder will need to provide an excellent standard of customer care support to patients and relatives who have raised concerns about any treatment they have received at the Trust; they will also need to be able to provide advice and support to not just patients and relatives but to visitors MPs advocates external NHS organisations and Trust stuff on the handling of formal complaints and PALS concerns.

The successful candidate will be working as part of a team on behalf of the Chief Executive in achieving the statutory requirements of complaints handling within required deadlines as well as helping deliver a high standard of administrative support to the complaints team- this includes : dealing with telephone and email enquiries maintaining the database system (Datix) scanning photocopying supporting the production of timely and accurate reports on formal complaints and identifying any emerging trends and themes and ensuring these are escalated to the Complaints Manager.

For more information please see the full Job Description

Qualifications :

Essential qualifications

  • Educated to GCSE level (or equivalent)
  • NVQ Customer Services (Level 3)
  • Proficient in the use of Microsoft Office Excel and databases

Essential experience

  • Experience of working in a busy customer service environment or complaints handling environment
  • Experience of working within an NHS or Social Care environment
  • Ability to work using own initiative deal with competing priorities and have a high level of accuracy in recording information
  • Excellent verbal telephone and written communication skills
  • Excellent administrative skills
  • Knowledge of NHS Governance and Risk Management
  • Knowledge of Data Protection Act or Freedom of Information Act legislation
  • Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality
  • Time management skills with the ability to prioritise own workload
  • Problem solving skills and ability to respond to sudden unexpected demands

    • Additional Information :

    The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery access to our free Beach Hut for those long summer days our on-site Wellness Centre including a gym and a swimming pool access to our fantastic staff networks including LGBTQ Race Equality and DisAbility and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

    Please note your application may be transferred to the Isle of Wight Applicant Tracking System (ATS) if you are selected for an interview

    We welcome the unique contributions that you can bring in terms of your education opinions culture ethnicity race sex gender identity and expression nation of origin age languages spoken veterans status colour religion disability sexual orientation and beliefs.

    We welcome the unique contributions that you can bring in terms of your education opinions culture ethnicity race sex gender identity and expression nation of origin age languages spoken veterans status colour religion disability sexual orientation and beliefs.

    Remote Work : Employment Type :

    Full-time

    Key Skills

    CCTV,Federal Agencies,Customer Service,Clearance,Facility,Suspicious Activity,Property Damage,Public Safety,Daily Operations,Professional Development,Access Control,Communication,General Public,Procedures,Powerpoint

    Experience : years

    Vacancy : 1

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