Complaints Officer - London, United Kingdom - Spinwell
Description
Role:
Complaints Officer
Contract Length: 2 months
Location:
London
IR35:
Inside
Pay Rate to Intermediary:
£195.83 per day
Spinwell is recruiting for a Complaints Officer for an excellent opportunity within the public sector.
RESPONSIBILITIES OF THE COMPLAINTS OFFICER
Responsible for managing a caseload of complaints within the Complaints Team and providing direct support as a deputy to the Lead for Complaints in terms of managing the complaints process.
To maintain the Trust objectives of improving complaints handling, promoting the involvement of patients and families in service developments, and ensuring that complaints are integrated into the Trust's improvement framework.
The post holder will support the Lead for Complaints and the wider Patient Experience Team in meeting the requirements for Trust accreditation against external assessments such as the Care Quality Commission standards.
The post holder will have knowledge and/or experience within a risk management health care environment and will be supported and expected to develop these skills and knowledge further.
SKILLS/EXPERIENCE OF THE COMPLAINTS OFFICER
- Excellent and proven presentation and teaching skills
- Excellent and Proven oral and written communication and report writing skills.
- Ability to communicate with families who are potentially stressed, bereaved or angry
- Ability to deal with angry or stressed staff
- Excellent organisational skills
- Proven ability to work under pressure and meet tight timescales
- Degree level or equivalent experience
- Evidence of further Professional and/or Development
- Experience in trend analysis and aggregation
- Experience of carrying out detailed, complex investigations
- Knowledge of the PHSO role and framework
- Experience of working with senior clinicians
- Experience of meeting with patients and/or their families
- Knowledge of NHS Complaints Procedures within an acute care/ tertiary setting
- Knowledge of Root Cause Analysis techniques
- Experience with writing detailed reports of a sensitive nature
Job Types:
Full-time, Temporary contract
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