Senior Complaints Officer

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Main area Senior Complaints Officer Grade NHS AfC: Band 5 Contract Permanent Hours

• Full time
• Flexible working

37.5 hours per week (Full time, Monday to Friday, flexible working with split between office and home working) Job ref 311-H1043-26 Site Trust Headquarters Town Ashton Under Lynne Salary £32,073 - £39,043 per annum, pro rata Salary period Yearly Closing 11/08/:59

If you are Kind, Fair, Ingenious and Determined then we want you to come and join our

Unfortunately this role does not attract sponsorship under current government legislation, therefore if you require a certificate of sponsorship to support a visa application, we will be unable to proceed with your application.

We're seeking a new member of our Trust's PALS & Complaints Team who wants to make an impact on the lives of those that use our services and improve the systems within which our colleagues work.

The Senior Complaints Officer will coordinate our Trust's response to concerns and complaints raised by those that use our services. Through all their work, they will display our Trust values and support us to achieve our strategic ambition of listening to improve.

They will be a key member of our PALS & Complaints Team, working in a way that resolves concerns and complaints for the person raising them and that results in service improvements for our organisation.

This will include engaging with the person raising the complaint to agree
the issues to be responded to and outcome sought, preparing the case for
investigation, reviewing investigation reports and drafting of our Trust's response based on the investigation findings.

As with all members of the team, the Senior Complaints Officer will contribute to developments in concern and complaints handling processes, the team's function and deliver training to staff.

Main duties of the job To co-ordinate administration of complaints received by our Trust.

To receive and ensure appropriate response to complaints and concerns made to our Trust; accessing advice, input and support from the PALS & Complaints Manager as required. This will include engaging with people raising concerns regarding complex matters and who may be challenging or distressed and require coordination with clinical services within the Trust.

To work with the investigator/s assigned to cases and other members of the PALS & Complaints Department and quality governance colleagues.

To engage with people raising concerns and complaints and negotiate ways forward to facilitate resolution. This will include identifying concerns that can be addressed via our Early Resolution process and coordinate the response to such concerns

To be willing to travel to and work from other Trust sites to meet with staff and people raising concerns.

To act as a point of information and advice for Trust colleagues on all aspects of the complaints handling process and policy.

Contribute to the delivery of training to all grades of staff, related to complaints handling.

Full details can be found in the job description.

Working for our organisation We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.

Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We're really proud of our and do everything we can to make sure we're a great place to work.

All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer

Detailed job description and main responsibilities Please see attached job description and person specification to support your application for this post.

Please refer to the essential criteria in the person specification which will highlight the skills, knowledge and experience you will need to demonstrate in your application, by way of example, to give yourself the best opportunity to be shortlisted

Person specification Education / Qualifications

• Educated to degree level or equivalent experience including experience in a senior administration or junior management position
• ECDL
• Qualification in Customer Service or investigation

Experience

• Significant experience of working in a patient / client facing role, dealing directly with people to resolve problems / concerns and managing complaints for service users / customers / patients
• Significant experience of addressing concerns and complaints from people that may be bereaved, have complex communication needs, be distressed, angry and / or persistent
• Significant experience of communicating and/or negotiating with professionals of different grades within an organisation with regard to incidents and / or complaints.
• Significant administration experience to include demonstrable experience of developing and maintaining effective administration systems
• Experience of managing NHS complaints
• Experience in developing complaints management processes
• Experience of communicating and / or negotiating with healthcare professionals of different grades with regard to incidents and / or complaints
• Experience of using Ulysses Database or similar software packages for managing complaints.

Knowledge

• Knowledge of health service provision
• Have an understanding of information governance legislation / confidentiality
• A knowledge of personal accountability and responsibilities as set out in job specification
• Awareness for need for professional development and responsibility.
• Knowledge of the NHS Complaints Regulations.

Skills and Abilities

• Excellent communication and presentation skills, both written and oral, and the ability to build rapport and credibility with people raising concerns and complaints, staff, patients, members of the public, with sensitivity and diplomacy, on occasion under difficult circumstances
• Fluent in English, with excellent written and oral communication skills
• Excellent organisational skills and computer literacy.
• Ability to analyse complex information with the ability to identify facts and statistics that matter, and to communicate these to a variety of audiences
• Ability to produce clear and precise written reports conveying complex information in a sensitive and timely manner
• Ability to use own initiative, to work unsupervised, to plan and prioritise own work and that of others and a demonstrable ability to be adaptable and flexible in achieving set objectives and specified targets
• Ability to work under pressure and to tight deadlines
• Problem solving skills in the context of resolving complaints / concerns
• Negotiation and / or mediation skills

Work Related Circumstances

• Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs
• Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies
• Appointments to regulated and controlled activities require an enhanced DBS disclosure.

Sponsorship Information - We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website.

After You Apply - Once your application is submitted, you'll receive updates via email. Shortlisting is based on how well you meet the criteria outlined in the person specification. Only shortlisted candidates will be invited to interview, and invitations will be sent by email.

If You're Offered the Role - If successful, the hiring manager will contact you directly with a verbal offer. They will then notify the Recruitment Team and submit the necessary paperwork. You'll receive a formal conditional offer via email

Pre-Employment Checks - To confirm your suitability for the role, we will carry out pre-employment checks in line withNHS Employment Check Standards . These include:

• Identity verification
• Right to work check
• Disclosure and barring service (DBS)/Criminal record check (dependent on role)
• Professional registration and/or qualification check
• Occupational health assessment
• Employment history and reference validation

All applicants external to Pennine Care NHS Foundation Trust will be required to provide their HMRC employment history to cover the most recent three years employment. This information will used to validate employment history andreferences.

If you require sponsorship, we will assess your eligibility based on current government guidance. If the role is not eligible and you cannot demonstrate your right to work, your conditional offer may be withdrawn.
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