Complaints Officer inPrestwich inPrestwich PUBLISHED 18 SEP 2024
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This post reflects the Trust's commitment to service user and carer experience.
This is an exciting opportunity for a conscientious team player to join the Trust’s PALS and Complaints Team. The successful candidate will support the day-to-day administration and management of complaints. Our complaints officers acknowledge complaints, support services investigating complaints and communicate with services within the Trust and outside agencies including local authority partners and the Greater Manchester Integrated Care Board.The post holder will need to be flexible, have excellent communication skills, both written and verbal, great critical attention to detail and comprehensive IT skills.
This post reflects the Trust's commitment to service user and carer experience. The ideal candidate will possess excellent administration skills and be able to maintain a focused approach to their work.
To acknowledge complaints to complainants as and when they are received. Help and support colleagues within our operational services who are considering complaints.
Report to the Complaints Manager to ensure the effective provision of complaints administration and management for our Trust.
Communicate with staff across the Trust to ensure timely complaint responses.
Undertake managerial supervision
Greater Manchester Mental Health (GMMH) Foundation Trust employs over
7,000
members of staff, who deliver services from more than
160
locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and addiction services across Greater Manchester, the north-west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
For further details / informal visits contact: Name: Gregory Motler Job title: Head of PALS and Complaints Email address:
This is an exciting opportunity for a conscientious team player to join the Trust’s PALS and Complaints Team. The successful candidate will support the day-to-day administration and management of complaints. Our complaints officers acknowledge complaints, support services investigating complaints and communicate with services within the Trust and outside agencies including local authority partners and the Greater Manchester Integrated Care Board.
The post holder will need to be flexible, have excellent communication skills, both written and verbal, great critical attention to detail and comprehensive IT skills.
This post reflects the Trust's commitment to service user and carer experience. The ideal candidate will possess excellent administration skills and be able to maintain a focused approach to their work.
To acknowledge complaints to complainants as and when they are received. Help and support colleagues within our operational services who are considering complaints.
Report to the Complaints Manager to ensure the effective provision of complaints administration and management for our Trust.
Communicate with staff across the Trust to ensure timely complaint responses.
Undertake managerial supervision
Greater Manchester Mental Health (GMMH) Foundation Trust employs over
7,000
members of staff, who deliver services from more than
160
locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and addiction services across Greater Manchester, the north-west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
For further details / informal visits contact: Name: Gregory Motler Job title: Head of PALS and Complaints Email address:
The post holder will need to be flexible, have excellent communication skills, both written and verbal, great critical attention to detail and comprehensive IT skills.
This post reflects the Trust's commitment to service user and carer experience. The ideal candidate will possess excellent administration skills and be able to maintain a focused approach to their work.
To acknowledge complaints to complainants as and when they are received. Help and support colleagues within our operational services who are considering complaints.
Report to the Complaints Manager to ensure the effective provision of complaints administration and management for our Trust.
Communicate with staff across the Trust to ensure timely complaint responses.
Undertake managerial supervision
Greater Manchester Mental Health (GMMH) Foundation Trust employs over
7,000
members of staff, who deliver services from more than
160
locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and addiction services across Greater Manchester, the north-west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
For further details / informal visits contact: Name: Gregory Motler Job title: Head of PALS and Complaints Email address:
More information related to this job opportunity, from jobsincare:
Here are 17 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 what attracted you to this role with the Greater Manchester Mental Health NHS Foundation Trust?
2. What do you understand by the term 'PALS' and how do you think it supports service users and their families?
3. Can you describe your previous experience handling complaints? What processes did you follow to ensure they were managed effectively?
4. This role requires excellent administration skills. Can you provide examples of how you have demonstrated these skills in your previous roles?
5. Describe a situation where you had to communicate complex information to someone. How did you ensure they understood the message?
6. What IT systems or software are you proficient in that would be relevant for managing complaints and administration tasks in this role?
7. Imagine you receive a complaint where the complainant is very upset. How would you approach the situation to ensure they feel heard and valued?
8. Can you give an example of how you have worked collaboratively with other teams or departments to resolve an issue?
9. How would you prioritise multiple complaints that require attention at the same time?
10. Describe a time when you encountered a particularly challenging complaint. How did you investigate and resolve it?
11. What steps would you take to ensure that complaints are handled in a timely manner and that all stakeholders are kept informed throughout the process?
12. The Trust emphasises the importance of service user and carer experience. How do you ensure that their perspectives are taken into account in your work?
13. How do you think your values align with those of Greater Manchester Mental Health NHS Foundation Trust, particularly in terms of supporting mental health services?
14. What areas of professional development are you most interested in pursuing, especially in relation to complaint management and support services?
15. Where do you see yourself in the next few years, and how does this position align with your career aspirations?
16. Do you have any questions for us regarding the role or the Trust?
17. Is there anything else you would like to add that we haven’t covered in this interview?
1. Can you tell us a bit about yourself and what attracted you to this role with the Greater Manchester Mental Health NHS Foundation Trust?
2. What do you understand by the term 'PALS' and how do you think it supports service users and their families?
3. Can you describe your previous experience handling complaints? What processes did you follow to ensure they were managed effectively?
4. This role requires excellent administration skills. Can you provide examples of how you have demonstrated these skills in your previous roles?
5. Describe a situation where you had to communicate complex information to someone. How did you ensure they understood the message?
6. What IT systems or software are you proficient in that would be relevant for managing complaints and administration tasks in this role?
7. Imagine you receive a complaint where the complainant is very upset. How would you approach the situation to ensure they feel heard and valued?
8. Can you give an example of how you have worked collaboratively with other teams or departments to resolve an issue?
9. How would you prioritise multiple complaints that require attention at the same time?
10. Describe a time when you encountered a particularly challenging complaint. How did you investigate and resolve it?
11. What steps would you take to ensure that complaints are handled in a timely manner and that all stakeholders are kept informed throughout the process?
12. The Trust emphasises the importance of service user and carer experience. How do you ensure that their perspectives are taken into account in your work?
13. How do you think your values align with those of Greater Manchester Mental Health NHS Foundation Trust, particularly in terms of supporting mental health services?
14. What areas of professional development are you most interested in pursuing, especially in relation to complaint management and support services?
15. Where do you see yourself in the next few years, and how does this position align with your career aspirations?
16. Do you have any questions for us regarding the role or the Trust?
17. Is there anything else you would like to add that we haven’t covered in this interview?
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.
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inPrestwich
53.52703857421875 -2.280639886856079 Prestwich, England, United Kingdom 
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