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You will be part of a team managing a caseload of formal complaints for Bury Care Organisation. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.
The PALS and Complaints department provide a service across all 4 sites of NCA. The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.
You will work with colleagues in the management of formal complaints, ensuring compliance with national and local procedures and guidelines and will possess excellent written and oral communication skills and be able to work under pressure, managing own caseload with minimal supervision, using initiative and experience to respond to complaints in an effective, timely and professional manner.
You will ensure all complaints are investigated and responded to in line within NHS and Trust Complaints Handling Policy and Key Performance Indicators and provide guidance and assist in the delivery of training to Trust staff on the Complaints Policy and Procedure.
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we’re always looking for people who demonstrate our three core values - care, appreciate and inspire – to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
For further details / informal visits contact: Name: Sonia Chouhan Job title: PALS and Complaints Manager, Bury and Rochdale Email address: Telephone number:
Email contact preferable
The PALS and Complaints Department at the Northern Care Alliance NHS Foundation Trust are looking for enthusiastic, committed people to join their team.
You will be part of a team managing a caseload of formal complaints for Bury Care Organisation. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.
The PALS and Complaints department provide a service across all 4 sites of NCA. The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.
You will work with colleagues in the management of formal complaints, ensuring compliance with national and local procedures and guidelines and will possess excellent written and oral communication skills and be able to work under pressure, managing own caseload with minimal supervision, using initiative and experience to respond to complaints in an effective, timely and professional manner.
You will ensure all complaints are investigated and responded to in line within NHS and Trust Complaints Handling Policy and Key Performance Indicators and provide guidance and assist in the delivery of training to Trust staff on the Complaints Policy and Procedure.
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we’re always looking for people who demonstrate our three core values - care, appreciate and inspire – to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
For further details / informal visits contact: Name: Sonia Chouhan Job title: PALS and Complaints Manager, Bury and Rochdale Email address: Telephone number:
Email contact preferable
You will be part of a team managing a caseload of formal complaints for Bury Care Organisation. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.
The PALS and Complaints department provide a service across all 4 sites of NCA. The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.
You will work with colleagues in the management of formal complaints, ensuring compliance with national and local procedures and guidelines and will possess excellent written and oral communication skills and be able to work under pressure, managing own caseload with minimal supervision, using initiative and experience to respond to complaints in an effective, timely and professional manner.
You will ensure all complaints are investigated and responded to in line within NHS and Trust Complaints Handling Policy and Key Performance Indicators and provide guidance and assist in the delivery of training to Trust staff on the Complaints Policy and Procedure.
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we’re always looking for people who demonstrate our three core values - care, appreciate and inspire – to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
For further details / informal visits contact: Name: Sonia Chouhan Job title: PALS and Complaints Manager, Bury and Rochdale Email address: Telephone number:
Email contact preferable
More information related to this job opportunity, from jobsincare:
Here are 18 questions you could be asked if you apply for this job:
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1. Can you tell us a bit about yourself and your background in complaints management or customer service?
2. What attracted you to this role within the Northern Care Alliance NHS Foundation Trust?
3. How do you align with our core values of care, appreciate, and inspire?
4. This position requires excellent written and oral communication skills. Can you provide an example of a time when you effectively communicated a difficult message?
5. How would you approach writing a response to a formal complaint to ensure that it is clear, concise, and empathetic?
6. Describe your experience with handling complaints. What steps do you typically take to investigate and resolve a complaint?
7. Can you walk us through a time when you managed a particularly challenging complaint? What was the outcome?
8. How do you ensure compliance with national and local procedures when dealing with complaints?
9. The department is described as busy with ever-changing priorities. How do you manage your time and workload effectively in such an environment?
10. Can you give an example of a situation in which you had to juggle multiple complaints or tasks? How did you prioritise them?
11. How do you ensure that you work effectively within a team, particularly when there are differing opinions on how to handle a complaint?
12. Describe a time when you supported a colleague in their work. What was your approach and what was the outcome?
13. Can you share an instance where you identified an opportunity for service improvement within a complaints management context? What steps did you take to implement that change?
14. How do you keep yourself motivated and proactive when working under pressure or with difficult complaints?
15. Part of your role involves assisting in the delivery of training on the Complaints Policy and Procedure. What experience do you have in training or mentoring others?
16. How would you approach the task of developing training materials for staff regarding complaints handling?
17. What do you hope to achieve in your first six months in this role?
18. Do you have any questions for us about the role, the team, or the Northern Care Alliance NHS Foundation Trust?
1. Can you tell us a bit about yourself and your background in complaints management or customer service?
2. What attracted you to this role within the Northern Care Alliance NHS Foundation Trust?
3. How do you align with our core values of care, appreciate, and inspire?
4. This position requires excellent written and oral communication skills. Can you provide an example of a time when you effectively communicated a difficult message?
5. How would you approach writing a response to a formal complaint to ensure that it is clear, concise, and empathetic?
6. Describe your experience with handling complaints. What steps do you typically take to investigate and resolve a complaint?
7. Can you walk us through a time when you managed a particularly challenging complaint? What was the outcome?
8. How do you ensure compliance with national and local procedures when dealing with complaints?
9. The department is described as busy with ever-changing priorities. How do you manage your time and workload effectively in such an environment?
10. Can you give an example of a situation in which you had to juggle multiple complaints or tasks? How did you prioritise them?
11. How do you ensure that you work effectively within a team, particularly when there are differing opinions on how to handle a complaint?
12. Describe a time when you supported a colleague in their work. What was your approach and what was the outcome?
13. Can you share an instance where you identified an opportunity for service improvement within a complaints management context? What steps did you take to implement that change?
14. How do you keep yourself motivated and proactive when working under pressure or with difficult complaints?
15. Part of your role involves assisting in the delivery of training on the Complaints Policy and Procedure. What experience do you have in training or mentoring others?
16. How would you approach the task of developing training materials for staff regarding complaints handling?
17. What do you hope to achieve in your first six months in this role?
18. Do you have any questions for us about the role, the team, or the Northern Care Alliance NHS Foundation Trust?
Useful skills for a Complaints Officer:
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To work as a Complaints Officer in the UK, you would typically need a combination of skills and qualifications. Here are some key skills and attributes that are important for this role:
1. Strong Communication Skills: The ability to communicate clearly and effectively, both verbally and in writing, is crucial for resolving complaints and explaining processes to individuals.
2. Active Listening: Being able to listen to complainants' concerns without interruption and understand their issues is vital for effective resolution.
3. Empathy and Sensitivity: Complaints often stem from difficult situations, so being empathetic and understanding can help in managing complaints and supporting individuals.
4. Problem-Solving Skills: You should be able to analyze situations, identify issues, and propose effective solutions to resolve complaints.
5. Organizational Skills: Complaints Officers often handle multiple cases simultaneously, so good organizational skills are important for tracking, prioritizing, and managing complaints efficiently.
6. Attention to Detail: Being thorough and detail-oriented helps in investigating complaints accurately and ensuring that all relevant information is considered.
7. Conflict Resolution: Skills in conflict management and de-escalation techniques can help resolve disputes amicably and restore relationships.
8. Knowledge of Relevant Policies and Procedures: Familiarity with the relevant laws, regulations, and internal policies governing complaints in your field (e.g., consumer rights, data protection) is essential.
9. Critical Thinking: The ability to assess situations critically and weigh evidence is important for making informed decisions regarding complaints.
10. IT Proficiency: Comfort with using various software programs, databases, and communication tools to document and track complaints and resolutions.
11. Teamwork: Sometimes, resolving complaints requires collaboration with other departments, so the ability to work effectively as part of a team is important.
12. Resilience: Dealing with complaints can be challenging and stressful, so having resilience and the ability to cope with difficult situations is beneficial.
More from Northern Care Alliance NHS Foundation Trust
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