Complaints Manager
- NHS
- Full Time
- Birmingham
- 39959.00 - 48117.00 a year
Job Description
Job summary
The aim of the role is to assist in the management of complaints in accordance with the Trust's Policy and procedure and relevant legislation, ensuring all complainants are dealt with in a timely and appropriate manner.
Main duties of the job
The postholder will require excellent customer care, interpersonal and communication skills and will be required to manage situations where there are barriers to understanding.
To work autonomously to ensure that the complaints function meets agreed targets and any breaches are discussed with the complainant acting as lead complaints manager.
About us
Birmingham Women's and Children's NHS Foundation Trust is the first of its type in the UK. Our Trust was formed in February 2017 to drive forward our commitment to provide the highest quality, world-class physical and mental health care for our women, children and families. Uniting our hospitals means more seamless care; more investment to make greater advances in our specialist treatment and world-leading neo-natal and fetal work. Importantly, it also gives us a greater voice in shaping the future of family-centred care.
Birmingham Children's Hospital is a UK leading specialist paediatric centre with an international reputation in several areas.
Birmingham Women's Hospital is one of two dedicated women's hospitals in the UK, with the busiest single site maternity unit, delivering more than 8,200 babies a year offering a full range of gynaecological, maternity and neonatal care.
Our Trust is committed to creating the best place to work. We believe in promoting and enhancing inclusion, diversity and equality and encourage applications from all areas of the community, who meet the criteria for the role, regardless of age, gender identity, disability, race, religion or sexual orientation.
Job responsibilities
Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Womens and Childrens NHS Foundation Trust.
When completing your application, please ensure you have evidenced how you meet the job description and person specification to include transferable experience, qualifications, skills along with professional registration details (if applicable).
Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
Person Specification
QUALIFICATIONS
Essential
- GCSE English Language and mathematics, Grade C or above or equivalent
- Must be willing to participate in any relevant training identified to develop skills required to carry out duties
- Knowledge of medical terminology
Desirable
- Certificate in Complaints Management or willing to work towards
- Knowledge or training in Root Cause Analysis (RCA) tools
KNOWLEDGE & NATURE OF EXPERIENCE
Essential
- Knowledge of NHS procedures, in particular the NHS Complaint Regulations and PHSO processes
- Previous experience of working within the NHS
- Experience of facilitating meetings with service users and managing challenging conversations
- Ability to demonstrate experience of maintaining office systems, including creating and maintaining databases, such as Datix and Excel
- Experience of working with senior managers and professionals
- Experience of dealing with people at all levels, including members of the public
- Experience of receiving, assessing, and distributing information and collating responses
- Minimum of 3 years' experience working within a patient services environment (PALS/Complaints)
- Experience of dealing with challenging and escalating situations
- Familiarity with clinical terminology and the ability to interpret complex medical information
- Understanding or risk management, governance, and reporting processes within the NHS
Desirable
- Experience of implementing service improvements
- Experience of delivering training
- Awareness of complaints investigation methods such as RCA tools
ANALYTICAL AND JUDGEMENT SKILLS
Essential
- Excellent customer care/communication skills, both written and verbal
- Confidence in reporting data and trends in meetings to the senior clinical team
- Excellent knowledge of data protection and confidentiality
- Excellent organisational skills and the ability to organise and plan to meet deadline and manage time effectively
- Ability to populate, monitor and maintain databases and spread sheets
- Ability to analyse data and produce reports using Excel and PowerPoint
Desirable
- Experience of identifying trends and contributing to service or process improvements
PROFESSIONAL / MANAGERIAL / SPECIALIST KNOWLEDGE
Essential
- Ability to demonstrate experience of maintaining office systems, including creating and maintaining databases, such as Datix and Excel
- Excellent IT skills demonstrating confidence with using Microsoft Excel, Word, and PowerPoint
- Specialist complaints knowledge, including knowledge of the NHS Complaint Regulations and PHSO Complaint Standards
Desirable
- Experience of line management or supervising staff
PERSONAL SKILLS / ABILITIES AND ATTRIBUTES
Essential
- Ability to work independently and as a member of a team within an agreed strategic framework
- Ability to work without direct supervision, prioritise workload and act on own initiative; pre-empting problems and working to solve them in an appropriate manner
- Excellent interpersonal skills
- Willingness to learn and develop and be flexible to service needs
- Display a positive attitude
- Confident and personable in communicating with all levels of staff and service users
- Punctual and reliable
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Birmingham Women's and Children's NHS Foundation Trust
Address
Birmingham Children's Hospital and Birmingham Women's Hospital
Steelhouse lane/Vincent drive
Birmingham
B4 6NH
United Kingdom
