Complaints Officer: Sponsorship Available in Truro

Job Title: Complaints Officer
Employer: Royal Cornwall Hospitals Trust
Job Type: Permanent
Location: Truro, United Kingdom
Salary/Rate: £32,073–£39,043 per annum
UK Visa Sponsorship: Available

Support the delivery of excellent patient and family experiences by managing complaints, concerns, feedback, compliments and enquiries.

Serve as a key point of contact for patients, relatives, members of the public and hospital staff.

Provide advice, information and guidance throughout the complaints process.

Work with clinical and non-clinical teams to ensure complaints are handled compassionately, confidentially and in accordance with NHS policies.

Responsibilities

• Receive, record and manage patient complaints, concerns and feedback.
• Communicate with patients, families and staff through telephone calls, meetings and written correspondence.
• Book Care Services
• Explain NHS complaints procedures and help resolve concerns informally where appropriate.
• Support complaint investigations by gathering information and liaising with relevant departments and managers.
• Identify and elevate patient safety, safeguarding and organisational risks.
• Maintain accurate complaint records using relevant systems, including Datix.
• Review, proofread and quality-check complaint responses to ensure accuracy and compliance with Trust standards.
• Arrange and attend local resolution meetings with patients, relatives and hospital staff.
• Maintain confidentiality when handling sensitive information.
• Support the wider Patient Experience Team and deputise for the Complaints Manager when required.

Requirements

• GCSE-level education, Grade C or above, or an equivalent qualification, demonstrating literacy and numeracy.
• Strong written and verbal communication skills.
• Experience managing competing priorities, meeting tight deadlines and handling variable workloads.
• Ability to work independently and collaboratively with colleagues at different organisational levels.
• Experience preparing, checking and summarising complex documents and identifying key issues.
• Good organisational, administrative and problem-solving skills.
• A qualification in customer care, governance or administration is desirable.
• Ability to handle sensitive information professionally and maintain confidentiality.
• Salary: £32,073–£39,043 per annum, pro rata, under NHS Band 5.
• Job security: Permanent, full-time employment with 37.5 working hours per week.
• Flexible working: May be available, subject to discussion at interview.
• Pension and life assurance: Optional pension and life assurance benefits.
• Professional development: Opportunities to develop skills and experience within NHS patient experience and governance services.
• Supportive workplace: Work collaboratively with clinical, governance and corporate teams.
• Equal opportunities: An inclusive recruitment environment that welcomes eligible applicants.

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