NHS
Complaints Officer
This job is now closed
Job Description
- Req#: C9437-24-0921?language=en&page=344&sort=publicationDateDesc
- Pay Enhancements 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
- Pay Enhancements 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
- NVQ level 3, equivalent or experience of working in a similar role.
- Good standard of education in particular English Language.
- ECDL or equivalent
- Experience of using Microsoft Office Packages to a high standard.
- An understanding or experience of mental health and drug and alcohol issues.
- Experience of working without direct supervision and using own initiative.
- Experience in working with a PALS or complaints environment
- Knowledge of legislation and the Data Protection Act.
- Understanding of safeguarding the needs of children and vulnerable adults.
- Knowledge of the mental health/drug and alcohol services environment.
- Knowledge of policies and procedure for PALS and complaints management in the NHS
- Have excellent communication skills with the ability to communicate with both internal and external stakeholders with diplomacy and compassion.
- Have excellent literacy skills to write and amend letters, emails and other written media.
- Excellent listening skills with the ability to paraphrase to reach understanding with people in difficult circumstances.
- Ability to solve problems.
- Skills to motivate and encourage others whilst managing competing demands.
- Extended use of DSE.
- Ability to adapt to change in priorities and workload.
- To be an empathetic and an understanding individual.
- Ability to deal with distressing information.
- Where necessary, to be able to travel to other locations in the Trust
- NVQ level 3, equivalent or experience of working in a similar role.
- Good standard of education in particular English Language.
- ECDL or equivalent
- Experience of using Microsoft Office Packages to a high standard.
- An understanding or experience of mental health and drug and alcohol issues.
- Experience of working without direct supervision and using own initiative.
- Experience in working with a PALS or complaints environment
- Knowledge of legislation and the Data Protection Act.
- Understanding of safeguarding the needs of children and vulnerable adults.
- Knowledge of the mental health/drug and alcohol services environment.
- Knowledge of policies and procedure for PALS and complaints management in the NHS
- Have excellent communication skills with the ability to communicate with both internal and external stakeholders with diplomacy and compassion.
- Have excellent literacy skills to write and amend letters, emails and other written media.
- Excellent listening skills with the ability to paraphrase to reach understanding with people in difficult circumstances.
- Ability to solve problems.
- Skills to motivate and encourage others whilst managing competing demands.
- Extended use of DSE.
- Ability to adapt to change in priorities and workload.
- To be an empathetic and an understanding individual.
- Ability to deal with distressing information.
- Where necessary, to be able to travel to other locations in the Trust
Job summary
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.
Main duties of the job
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
About us
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.
Date posted
21 June 2024
Pay scheme
Agenda for change
Band
Band 4
Salary
£25,147 to £27,596 a year per annum
Contract
Permanent
Working pattern
Full-time, Part-time, Home or remote working
Reference number
437-6257784
Job locations
Greater Manchester Mental Health NHS Foundation Trust, Knowsley Building
Bury New Road
Prestwich
M25 3BL
Job descriptionJob description
Job responsibilities
For full details of the role and responsibilities, please refer to the attached job description and person specification,
Staff benefits
Job responsibilities
For full details of the role and responsibilities, please refer to the attached job description and person specification,
Staff benefits
Person SpecificationPerson Specification
Education & Qualifications
Essential
Desirable
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills and Abilities
Essential
Other Requirements
Essential
Desirable
Education & Qualifications
Essential
Desirable
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills and Abilities
Essential
Other Requirements
Essential
Desirable
Additional informationDisclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Greater Manchester Mental Health NHSFT
Address
Greater Manchester Mental Health NHS Foundation Trust, Knowsley Building
Bury New Road
Prestwich
M25 3BL
Employer's website
https://www.gmmh.nhs.uk/ (Opens in a new tab)
Employer details
Employer name
Greater Manchester Mental Health NHSFT
Address
Greater Manchester Mental Health NHS Foundation Trust, Knowsley Building
Bury New Road
Prestwich
M25 3BL
Employer's website
https://www.gmmh.nhs.uk/ (Opens in a new tab)
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.