Customer Service Lead - Norwich, United Kingdom - Norfolk and Suffolk NHS Foundation Trust

Norfolk and Suffolk NHS Foundation Trust
Norfolk and Suffolk NHS Foundation Trust
Verified Company
Norwich, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
The Customer Service Team are offering an opportunity to join the team as a Band 6 Customer Service Lead. This role presents a unique opportunity to registered clinicians or non
- registered staff with relevant experience, including in the management of clinical complaints.


The team has made significant progress in the development of a proactive and accessible response to the enquiries and issues of concern that arise from service users and significant others.

The team have developed strong relationships with clinical services to support effective complaint investigation processes and provide guidance through the process for those seeking to complain or provide other feedback on NSFT services.


We hold common aspirations as a team and are committed to highlighting and systematising the learning opportunities provided in the feedback received from complaints.

We have a strong and supportive team ethos, informed by a compassionate approach and a motivation to contribute to improvements for users of our services.

We welcome applicants with a clear understanding of the patient, service user, family and carer perspective, which may come from personal lived experience and/or work experience.

Applicants with a professional registration are welcome.

Applications are also welcomed from those who may not hold clinical qualification but who are able to demonstrate the depth of understanding and personal qualities required for the post.

Your role will involve collaboration with and support to service users and carers and colleagues throughout the Trust.

The Customer Service Leads have developed strong relationships with Care Groups to support investigators and leaders in the development and timely management of their complaints processes.


You will be able to demonstrate well developed skills in negotiation, problem solving, investigation processes, drafting reports and developing networks.

You will need to be resilient and able to diffuse difficult situations, and you will continue to deliver work of a high standard even when under pressure to meet tight timescales.


Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing their experiences and learning from each other.

We can offer you the full range of NHS benefits and in addition:

  • Flexible working hours
  • FREE physio service
  • FREE Yoga and Pilates
  • Cycle scheme taxfree bikes and accessories
  • Support with revalidation
  • Post graduate training opportunities
  • We will pay for your initial DBS check (excluding the annual update service charge of £13).
Please find attached our Job Description and Person Specification for more detail on your Key Accountabilities, then if you feel you have what it takes to make a difference in your local communities, click APPLY
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