Patient Advice and Complaints Senior Associate

Patient Advice and Complaints Senior Associate

Band 5

Main area: Patient Advice and Complaints

Grade: Band 5

Contract: 12 months (Fixed term)

Hours: Part time – 30 hours per week (to be worked over 4 full days per week, Monday to Friday)

Job ref: 412-CORP-6849676

Site: Leighton Hospital

Town: Crewe

Salary: £29,970 – £36,483 pa pro rata

Salary period: Yearly

Closing: 02/01/2025 23:59

Job overview

The Patient Advice and Complaints Team (PACT) is looking to recruit a Senior Associate to work in our team based at Leighton Hospital. You will support the PACT in delivering a high-quality integrated service throughout the Trust, providing an identifiable, credible, and accessible service to assist patients and carers. This includes handling your own portfolio of complaints received by the Trust via telephone, letter, or email.

Main duties of the job

Your responsibilities include:

1. Good active listening skills to identify each issue/concern.
2. Organisational and team working skills to prioritise workload and competing priorities.
3. Excellent customer service and communication skills across a wide range of people.
4. Ability to work under pressure to tight deadlines.
5. Handling complaints and informal concerns independently.
6. Coordinating responses in relation to concerns, complaints, and comments.
7. Liaising with external agencies as required.
8. Preparing and maintaining accurate records of all concerns raised.

Person specification

Education

• A Level or equivalent in mathematics and English

Experience

• Customer Service Experience
• Complaints handling
• NHS Experience
• Data Analysis

Skills

• Capability in using MS Office applications
• Analytical/Investigatory experience
• Use of Ulysses and PCS

Key Messages

• Please let us know if you require an adjustment to our recruitment process.
• We are a flexible working employer, so please talk to us about any flexible working requirements.
• All correspondence will be sent to the email address registered as your TRAC account.
• Selection is based on the Trust\’s values and the criteria outlined in the Job Description for the role.
• Secondments will be considered for fixed term positions when both parties agree.
• Appointments are subject to a 6-month probationary period.
• Please provide a contact email address for referees.
• You will be required to pay for your DBS disclosure.
• Employers have a legal responsibility to ensure that their employees have a right to work in the UK.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020.

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