Complaints OfficerinMiddlesbrough inMiddlesbroughPUBLISHED MON 4 NOV 2024

Band 5: £29,970 to £36,483 a year per annum FIXEDTERM GOOD SALARY

CASELOADFAMILYMENTAL HEALTHNHS

Tees Esk and Wear Valleys NHS Foundation TrustrgeQRa2c

Tees Esk and Wear Valleys NHS Foundation Trust is seeking a Complaints Officer in Middlesbrough to manage the NHS Complaints Process, addressing both verbal and written complaints from service users, their families, and advocates. The role requires independent management of a caseload, effective problem analysis, and strong communication skills, particularly in MS Office. The Complaints Officer will serve as the initial contact for the department, triaging inquiries and handling early resolution complaints with a focus on providing a responsive, patient-centered service.

In this position, the Complaints Officer will collaborate closely with staff and management to facilitate timely resolution of complaints, ensuring the best outcomes for service users and caregivers. Additionally, the role involves educating patients about the NHS complaints procedure and independent advocacy services. The post holder will actively promote a positive image of individuals with mental health conditions and learning disabilities, contributing to continuous service improvements based on feedback from patients and families.

An exciting opportunity has arisen for a Complaints Officer to join our team in Middlesbrough. The team are responsible for the day-to-day management of the NHS Complaints Process, dealing with both verbal and written complaints from service users, carers, family members, and their advocacy representatives.

The successful applicant will be capable of managing a caseload independently and analysing problems presented to them from our service users and their families. You will be kind, caring and articulate and can remain calm under pressure. Knowledge of MS Office and a high level of verbal and written communication is essential, as is a dedicated and flexible approach to team working.

The successful applicant will work with service users and or their families to provide a confidential, flexible and responsive Complaints Handling Service. The role will involve being the first port of call into the department, triaging of all contact received, and managing a caseload of early resolution complaints in a timely manner.

About us
The Complaints Officer role is integral to providing an identifiable service to assist patients, their relatives and carers with enquiries and concerns about TEWV.

The Complaints Officer will act as a facilitator, working closely with staff and managers to resolve complaints in a timely and effective way in order to achieve the best possible outcome for our service users or their families. They advise patients on the NHS complaints procedure and provide information about independent complaints advocacy services. They act as a catalyst for change, feeding back patients and carers views and recommending actions to resolve problems, promoting continual service improvements.

The post holder will work within the Complaints Team to provide a high quality and responsive patient-centered service to those who use our services.

To promote at all times a positive image of people with mental health conditions and learning disability.

Provides an accessible, timely and confidential Complaints service for patients, carers and staff at the Trust.

Acts as an effective, compassionate facilitator and mediator to help resolve complaints.

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More about the NHS

The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values.Learn more...

More about MENTAL HEALTH

Mental health has emerged as a critical issue in the United Kingdom, particularly in the wake of the COVID-19 pandemic. The crisis highlighted the fragility of mental well-being across different demographics, from children and adolescents to adults and the elderly. It has sparked a wider conversation about the importance of mental health care, accessibility, and the stigmas often associated with mental illnesses.Learn more...

Useful skills for a Complaints Officer: Click to view

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.

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