At a Glance
- Tasks: Manage and resolve complaints, ensuring compliance with NHS procedures and quality assurance.
- Company: Join Leicestershire Partnership NHS Trust, serving over 1 million people in the community.
- Benefits: Flexible working hours, competitive salary, and a supportive work environment.
- Other info: Opportunity for career growth and to contribute to community health services.
- Why this job: Make a real difference by improving patient experiences and driving service enhancements.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 37035 - 45265 £ per year.
This senior role supports and deputises for the PALS and Complaints Manager, helping to manage the Trust’s PALS and Complaints Service and ensuring compliance with the NHS Complaints Procedure and Trust policies.
The post holder will oversee the timely and effective receipt, investigation and resolution of complaints, managing a personal caseload while ensuring high-quality investigations across directorates. Responsibilities include quality assuring complaint responses, maintaining administrative systems and the central complaints database, producing regular reports, and monitoring service performance.
The role also provides expert advice and guidance on complaints processes to Trust staff, patients, relatives, carers and independent contractors, supporting the consistent application of the NHS Complaints Procedure across the organisation.
In addition, the post holder will contribute to service improvement by identifying themes and trends from complaints, supporting learning and quality enhancement, and deputising for the PALS and Complaints Manager as required in the operational management of the service.
Acting as a Senior Complaints Officer, this role supports and deputises for the PALS and Complaints Manager in delivering the Trust’s PALS and Complaints service and ensuring compliance with the NHS Complaints Procedure. Responsibilities include managing a caseload of complaints, coordinating timely investigations and responses, and ensuring complaints are handled effectively in line with Trust policies and national requirements.
The post holder provides quality assurance for complaint investigations across directorates, maintains accurate administrative systems and the central complaints database, and produces regular performance reports. They offer expert advice and guidance to Trust staff, patients, relatives, carers, and independent contractors on complaints processes and best practice.
The role also involves monitoring service performance, identifying areas for improvement, supporting organisational learning from complaints, and assisting in the overall management and development of the complaints service. The post holder acts as a key point of contact for complex complaints and deputises for the PALS and Complaints Manager when required.
Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serve over 1 million people living in Leicester, Leicestershire and Rutland.
We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups.
Details of our benefits, leadership behaviours and other important information including AI in our recruitment process can be found in the Information for Applicants document attached.
We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy.
For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy). All jobs will require permission to work in the UK. For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started.
Applicants at risk within the local NHS who meet essential criteria will have preference for interview.
Senior Complaints Officer in Leicester employer: Leicestershire Partnership
Leicestershire Partnership NHS Trust is an exceptional employer, offering a supportive and compassionate work environment for Healthcare Assistants in Market Harborough. With flexible working hours, comprehensive training opportunities including the Care Certificate, and NHS benefits, employees are empowered to grow professionally while making a meaningful impact on patients' lives. The commitment to person-centred care and teamwork ensures that every staff member feels valued and integral to the recovery journey of those they serve.
Contact Details:
Leicestershire Partnership Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Officer in Leicester
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Leicestershire Partnership.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Leicestershire Partnership.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Leicestershire Partnership, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Senior Complaints Officer in Leicester
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Leicestershire Partnership.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Leicestershire Partnership.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Leicestershire Partnership. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Leicestershire Partnership. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Leicestershire Partnership
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Leicestershire Partnership’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
