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Complaints Administrator

Job Description

We are looking for an enthusiastic candidate, with excellent communication skills, word processing skills, the ability to work independently and who will provide support to the team with a variety of duties within NHS.

As a Complaints Administrator - band 5, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.

The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.

Key accountabilities

  • 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 their full and detailed investigation/response in a timeframe in keeping with NHS England'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
  • Working with colleagues in contracting and clinical advice in order to ensure NHS England adds value to the complaints it manages
  • 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 CRM 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 - ensure NHS England meets its duty to co-operate (and at times, lead) with the investigation of multi-agency complaints
  • The post holder may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the process.

Hourly Rate £10.79 rising to £12.38 after 12 working weeks.

The working week is Monday to Friday 9am - 5pm, 37 hours/week.

There is parking on site: NHS England, Oakley Road, SO16 4GX

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