Job summary
- Main area
- Concerns Team
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 110-AC279-0724
- Employer
- Cwm Taf Morgannwg University Health Board
- Employer type
- NHS
- Site
- Ynysmeurig House
- Town
- Abercynon
- Salary
- £23,159 - £24,701 per annum
- Salary period
- Yearly
- Closing
- 11/07/2024 23:59
Employer heading
Complaints Adminstrator
Band 3
We provide healthcare services to people living in Bridgend, Merthyr Tydfil and Rhondda Cynon Taf county borough areas, serving a population of around 450,000. We are ideally situated between Wales’s capital city, Porthcawl to the west, and the stunning scenery in the Brecon Beacons.
Our vision is to care for our communities and patients by preventing ill-health, promoting better health, providing excellent services and reducing the need for inpatient care wherever possible through the provision of strengthened home, primary and community care.
We value the diversity of our staff and welcome applications from people from protected groups under the Equality Act 2010, this specifically includes age, sex, sexual orientation, gender identity/reassignment, race/nationality, religion/belief, disability, pregnancy and maternity and marriage and civil partnership.
Cwm Taf Morgannwg is a Living Wage Employer.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh or English, and no preference will be given to applications submitted in either language.
Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until the annual pay uplift for 2024/25 is confirmed
Job overview
The post holder will be required to work in the fast paced environment of the Concerns Team. While maintaining an attention to detail, the individual will work as part of the team as well as individually ensuring that they are well organised at all times.
As the first point of contact for individuals contacting the Concerns Team good communication skills while demonstrating compassion and understanding is key.
Main duties of the job
The post holder will undertake clerical and processing database tasks to support the Concerns Team in the handling and the management of Complaints in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures and performance standards.
The ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
Detailed job description and main responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac
Person specification
Qualifications and/or knowledge
Essential criteria
- Educated to GCSE level.
- RSA Word, Text Processing and Documentation level III.
- Working knowledge of Excel.
- Evidence of Continuing Professional Development.
Experience
Essential criteria
- DATIX knowledge, processing incidents.
- Experience in working to high standards within a Secondary setting.
- Experience of producing fit for purpose reports via Datix and/or Excel.
- Ability to prepare and produce data in a visual format.
- Experience of letter writing, formatting and report writing.
- Experience of working within a team whilst able to work using own initiative.
- Experience of dealing with sensitive information and sensitive situations in an appropriate manner.
- Experienced user of Microsoft Word, Excel and PowerPoint.
Values
Essential criteria
- Self motivated and customer-focused approach.
- Passionate to improve patient experience.
- Flexible attitude to work.
Aptitude and Abilities
Essential criteria
- Excellent verbal and written skills.
- Full range of IT skills, including Datix, Intranet /Internet skills, Microsoft and patient information systems.
- Ability to communicate effectively and sensitively at all levels.
- Evidence of ability to work successfully under pressure.
- Ability to work with minimal supervision and use initiative.
- Accepting responsibility and accountability for performance.
- Ability to work efficiently with appropriate attention to detail.
- Calm under pressure.
Desirable criteria
- Ability to speak Welsh.
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Kellie Jenkins-Forrester
- Job title
- Head of Concerns & Business Intelligence
- Email address
- [email protected]
- Telephone number
- 01443 744915
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