Crynodeb o'r swydd
- Prif leoliad
- Admin and Clerical
- Gradd
- Band 4
- Contract
- Parhaol
- Oriau
- Llawnamser - 37.5 awr yr wythnos (Monday to Friday 9-5)
- Cyfeirnod y swydd
- 350-TWS6090715-B
- Cyflogwr
- Mersey Care NHS Foundation Trust
- Math o gyflogwr
- NHS
- Gwefan
- Hollins Park
- Tref
- Warrington
- Cyflog
- £25,147 - £27,596 per annum
- Cyfnod cyflog
- Yn flynyddol
- Yn cau
- 16/07/2024 23:59
Teitl cyflogwr
![Mersey Care NHS Foundation Trust logo](https://static.trac.jobs/employer-logos/572.png)
Complaints Officer
Band 4
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Trosolwg o'r swydd
Receive, provide, and process highly confidential, sensitive information relating to complaints from individuals about Trust services, ensuring adherence to the NHS and Trusts complaints procedures, and using tact and diplomacy to achieve resolution.
Provide an effective service to support the investigation of complaints and monitor the services learning and response to complaints using the Risk Management system
This role will be primarily remote working, with 1 day in the office at Hollins Park House.
Shortlisting planned for 17 and 18 July 2024
Interviews planned for 30 July 2024
Prif ddyletswyddau'r swydd
On receipt of a complaint the complaints officer will speak with the complainant to clarify the nature of the complaint, agree the most appropriate way forward and provide appropriate guidance on the complaints procedure using tact and diplomacy.
Establish whether complaint should be referred to Safeguarding. In the Secure Division, provide relevant information to assist with safeguarding review process.
Establish with the service the appropriate way forward. Liaise with the service who will identify a suitable member of staff to either locally resolve or investigate the complaint and direct the investigation to be undertaken.
Set up, control and monitor complaints, ensuring they are handled quickly and efficiently within agreed timescales.
Gweithio i'n sefydliad
Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to ‘perfect care’ – care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We’re currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
As a result of the post-holder being effective in their role, the Trust would expect to see the following outcomes for the Trust, service users and the wider community:
Receive, provide, and process highly confidential, sensitive information relating to complaints from individuals about Trust services, ensuring adherence to the NHS and Trusts complaints procedures, and using tact and diplomacy to achieve resolution.
Advise and support services across the Trust on how to use the Complaints Procedure. Provide support for investigators completing investigations, utilising information obtained to improve service provision.
Provide an effective service to support the investigation of complaints and monitor the services learning and response to complaints using the Risk Management System.
Agree the nature of the complaint and desired outcomes with the complainant. Advise of appropriate avenues available to achieve resolution.
Provide guidance and support to complainants, ensuring that they are kept informed with the progress of their complaint at all times.
Manyleb y person
Qualifications
Meini prawf hanfodol
- Five GCSEs (or equivalent) including English at C grade or above
- NVQ Level 3 Business & Administration
- RSA level II or equivalent
- ECDL or equivalent experience
Meini prawf dymunol
- Understanding of MHA 1983.
Experience
Meini prawf hanfodol
- Demonstrable knowledge and experience of mainly non-routine processes and procedures within an NHS setting.
- Negotiation and re-assurance skills.
- Track record of giving and receiving complex, contentious, sensitive or emotive information.
- Ability to gather information, facts and evidence relating to a wide range of issues and from different sources.
- Analyze and interpret information
- Past experience of liaising with external agencies and across hierarchical boundaries
- Experience of writing reports, letters utilising the information provided by others.
- Experience of various word processing packages and working with databases ensuring high levels of accuracy
Meini prawf dymunol
- Complaints Experience
Skills
Meini prawf hanfodol
- A demonstrated understanding of Equality and Human Rights
Motivation
Meini prawf hanfodol
- Self Starter
- Concern for personal development
Aptitude and Disposition
Meini prawf hanfodol
- Relates easily to a wide variety of people
- Uses tact and diplomacy when dealing with queries and sensitive issues
- Has good organisational skills and reacts appropriately to changing requirements
- Understands and maintains principles of confidentiality
- Copes under pressure
- Able to prioritise own work load effectively and meet agreed deadlines
Gofynion ymgeisio
Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.
Dogfennau i'w lawrlwytho
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Catherine Dwyer/Jennifer Langley
- Teitl y swydd
- Complaints Co-ordinator
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 077827 245958
Rhestr swyddi gyda Mersey Care NHS Foundation Trust yn Gwasanaethau gweinyddol neu bob sector