Complaints Officer - London, United Kingdom - Spinwell

Spinwell

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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