Job summary
- Main area
- Administration
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time
- Part time
- Home or remote working
- Job ref
- 437-6257784
- Employer
- Greater Manchester Mental Health NHS Foundation Trust
- Employer type
- NHS
- Site
- Greater Manchester Mental Health NHS Foundation Trust, Knowsley Building
- Town
- Prestwich
- Salary
- £25,147 - £27,596 per annum
- Salary period
- Yearly
- Closing
- 07/07/2024 23:59
Employer heading
Complaints Officer
Band 4
Job overview
This is an exciting opportunity for a conscientious team player to join the Trust’s PALS and Complaints Team. The successful candidate will support the day-to-day administration and management of complaints. Our complaints officers acknowledge complaints, support services investigating complaints and communicate with services within the Trust and outside agencies including local authority partners and the Greater Manchester Integrated Care Board.
The post holder will need to be flexible, have excellent communication skills, both written and verbal, great critical attention to detail and comprehensive IT skills.
This post reflects the Trust's commitment to service user and carer experience. The ideal candidate will possess excellent administration skills and be able to maintain a focused approach to their work.
Main duties of the job
To acknowledge complaints to complainants as and when they are received. Help and support colleagues within our operational services who are considering complaints.
Report to the Complaints Manager to ensure the effective provision of complaints administration and management for our Trust.
Communicate with staff across the Trust to ensure timely complaint responses.
Undertake managerial supervision
Working for our organisation
Greater Manchester Mental Health (GMMH) Foundation Trust employs over 7,000 members of staff, who deliver services from more than 160 locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and addiction services across Greater Manchester, the north-west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
Detailed job description and main responsibilities
For full details of the role and responsibilities, please refer to the attached job description and person specification,
Staff benefits
- Pay Enhancements – 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
Person specification
Education & Qualifications
Essential criteria
- NVQ level 3, equivalent or experience of working in a similar role.
- Good standard of education in particular English Language.
Desirable criteria
- ECDL or equivalent
Experience
Essential criteria
- Experience of using Microsoft Office Packages to a high standard.
- An understanding or experience of mental health and drug and alcohol issues.
- Experience of working without direct supervision and using own initiative.
Desirable criteria
- Experience in working with a PALS or complaints environment
Knowledge
Essential criteria
- Knowledge of legislation and the Data Protection Act.
- Understanding of safeguarding the needs of children and vulnerable adults.
- Knowledge of the mental health/drug and alcohol services environment.
Desirable criteria
- Knowledge of policies and procedure for PALS and complaints management in the NHS
Skills and Abilities
Essential criteria
- Have excellent communication skills with the ability to communicate with both internal and external stakeholders with diplomacy and compassion.
- Have excellent literacy skills to write and amend letters, emails and other written media.
- Excellent listening skills with the ability to paraphrase to reach understanding with people in difficult circumstances.
- Ability to solve problems.
- Skills to motivate and encourage others whilst managing competing demands.
- Extended use of DSE.
- Ability to adapt to change in priorities and workload.
Other Requirements
Essential criteria
- To be an empathetic and an understanding individual.
- Ability to deal with distressing information.
Desirable criteria
- Where necessary, to be able to travel to other locations in the Trust
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Gregory Motler
- Job title
- Head of PALS and Complaints
- Email address
- [email protected]
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