Support Officer inSunderland inSunderland PUBLISHED MON 4 NOV 2024

**Please note this vacancy is only accepting applications from current employees of North Cumbria Integrated Care Board.

The Complaints Officer is a key member of the Complaints Team within the Corporate Services Directorate of NHS North East and North Cumbria ICB. The postholder will have responsibility for ensuring the delivery of an effective and responsive Complaints Service and supporting the ICB's proactive approach to listening and responding to patient and carer feedback. We are seeking two fixed term complaints officer to join our complaints team who shared our values, and can work with staff across the organisation as well as a range of external partners and stakeholders.

The post-holder is responsible for ensuring the ICB meets all statutory requirements in relation to Complaints, and that a professional, reliable and accessible service is provided consistently across the organization.

The main duties of the role are to manage a complex caseload of complaints across the North East and North Cumbria, covering complaints about services that the ICB both provides directly or commissions from others. The post is suitable for someone with experience in customer relations and concerns/complaint resolution, ideally in the NHS or similar setting.

The postholder will be a key member of the team whose overarching goal is to help the ICB to learn from patient and service user feedback to improve local health and care services.

About us

A Complaints Officer will manage a caseload of complaints from the point of receipt to resolution.

This will include:

Liaising with the complainant and offering them a discussion on the handling of their complaint

Being the named contact for the complainant throughout the complaints process keeping them updated proactively

Liaising with the provider(s) and securing detailed responses in a timeframe in keeping with the North East and North Cumbria ICB's key performance indicators

Ensuring that the response from the provider(s) addresses all of the issues raised in the complaint and is presented in a format suitable to share with the complainant

Manages the complexity of issues across consent, safeguarding and patient safety arising in complaints escalating to the Complaints Manager and/or wider team as and when required

Ensure all complaints within their own caseload are accurately and contemporaneously documented on our data recording systems, including any activity pertaining to the complaint (emails, calls, documents etc)

Be able to constantly re-prioritise in the face of fluctuating volumes of work and be resilient in difficult and/or sensitive situations involving conflict, bereavement and challenge

Negotiate with all parties to ensure that the lead on multi-agency complaints is proportional and appropriate