Complaints Coordinator

Job overview

The post holder will provide high level administrative support to the Trusts Patient Complaints Team including the Complaints Manager and Head of Complaints. You will be required to work independently using advanced administration and problem solving skills and experience to manage and prioritise a busy workload. Ensuring the complaints operational standards are implements, complaints policy is adhered to in order to achieve the NHS Complaints Standards and Parliamentary Health Service Ombudsman expectations.

Main duties of the job

Support the Complaints Team by delivering a complaints service that meets the needs of our patients, relatives, carers and staff. This is a varied role including acting as a first point of contact for patients, complainants, external stakeholders, such as the Parliamentary & Health Service Ombudsman, local MP's, other NHS care providers. Liaising and offering relevant advice. Responsible for prioritising and undertaking all general administrative duties to a professional standard.

Includes triaging, managing and responding to a significant number of email contacts daily, following up as appropriate to ensure a satisfactory conclusion.

Liaising with care groups & departments, to resolve issues and ensure standards are applied appropriately and in line with various Trust policies.

Accurately logging, recording and circulating complaints for investigation and response.

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King’s to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

Communication and Representation

• To act as a first point of contact via telephone/email using your knowledge and understanding to triage and signpost as indicated/appropriate
• To liaise with staff at all levels within the Trust, complainants and other stakeholders as required
• Escalate any complex Complaints issues and take direction from the Complaints Coordinator for advice
• Promote a positive and open culture in relation to patient complaints and staff experience and demonstrate this approach at all times
• Liaise with other care providers and external agencies as required

Administrative Responsibilities

• Acknowledge and log complaints accurately onto our central complaint management system, circulating to relevant care groups/Trust staff that need to investigate and respond
• M aintain accurate detailed electronic records to assist with tracking complaints, and logging of themes which will inform reporting and improvements, regularly validate the data recorded
• Assess and prioritise the complaints email/inbox throughout the day to ensure timely relevant actions are taken
• Work flexibly and suggest improvements to ways of working where indicated
• General administrative duties as required by the Complaints Team members, ensuring information governance protocols are adhered to at all times
• To support the Complaints manager with day to day administration and ad hoc requests

Policy and Process

• Maintain the Parliamentary Health Service Ombudsman good administration principles
• Implement the Trusts Complaints Standard Operating Procedure
• Refer to the Trust Complaints Policy to ensure the policy is embedded and adhered to

Person specification

Education and Qualifications

Essential criteria

• High standard of education including English

Desirable criteria

• Mediation qualification

Knowledge and Experience

Desirable criteria

• Complaints management/customer service experience
• Knowledge of NHS processes and governance

Skills and Competencies

Essential criteria

• Able to demonstrate excellent communication skills (verbal & written) with ability to understand complex matters in challenging/pressurised/sensitive, situations with tact and professional manner
• Self-motivated, driven and able to prioritise under pressure

Desirable criteria

• Experience using EPIC (electronic patient record system)

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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