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- Tasks: Lead the complaints team, managing cases and ensuring timely responses.
- Company: Join a top NHS Trust known for excellent healthcare services in Kent.
- Benefits: Enjoy blended home working options and a supportive work environment.
- Why this job: Make a real impact by helping service users and improving healthcare experiences.
- Qualifications: Graduate level education with experience in complaints management preferred.
- Other info: Opportunity to work across multiple sites and attend local resolution meetings.
The predicted salary is between 36000 - 60000 £ per year.
An exciting opportunity has arisen to join the complaints team at Maidstone and Tunbridge Wells NHS Trust as a Complaints Lead. We are looking for an experienced and self-motivated individual to work full-time within our dedicated team. The ideal candidate will have experience of working in complaints within a healthcare or social care setting, with a good working knowledge of the relevant legislation. The successful applicant will be able to deal confidently and compassionately with a wide range of service users, including the public, advocates, other agencies and staff within the organisation at all levels, and provide expert advice to staff and the public alike. Given the nature of the work, the ability to effectively manage challenging situations and behaviours is crucial, along with a high level of resilience and emotional intelligence.
Main duties of the job include managing a case load of complaints ensuring that complainants are kept up to date and that complaints are investigated and responded to within local performance target timeframes. As a Complaints Lead you will be required to work independently managing your own caseload. You will need an enquiring mind and excellent analytical and report writing skills. Attention to detail and proof-reading skills are also essential. Applications are invited from candidates with or without a clinical background. Candidates should be aware that the Trust has multiple sites and all staff may be required to work at any of them to provide service cover and to attend local resolution meetings. Opportunities for blended home working are available.
Maidstone and Tunbridge Wells NHS Trust ranks among the top 10 NHS Trusts nationwide and was named the second-best Trust to work for in the South East in the 2023 NHS Staff Survey. We are a large acute hospital trust in south-east England, providing general hospital services and specialist care to around 600,000 residents in West Kent and East Sussex. With a dedicated and diverse team of over 8,000 staff we are proud to offer specialised cancer services to over two million people through the Kent Oncology Centre.
Job responsibilities include reviewing the criteria in the person specification and sharing specific examples in your application that demonstrate how you meet these requirements. Please also check your application for errors/omissions prior to submission. Appointment to this post will be subject to a satisfactory Disclosure and Barring Service Check at Standard Level. All successful applicants will be required to complete our corporate trust induction once a start date has been agreed.
Person Specification
- Qualifications
- Essential: Graduate or educated to a comparable level
- Desirable: Evidence of a commitment to continuing learning; Completed PHSO complaints handling training
- Essential: Complaints management and writing responses in an NHS Trust/Social Care or equivalent; Knowledge and application of the NHS Complaints Regulations 2009; Use of databases for management of complaints data; Working independently, making own decisions and recommendations in the context of a corporate team and the wider organisation
- Desirable: Preparation of cases for the PHSO; Familiarity with handling Access to Records request, in accordance with the Data Protection Act.
- Essential: Able to break bad news; Maintain a calm approach in highly stressful situations; Able to communicate complex information in a clear, concise and compassionate manner; Outstanding written and verbal communication skills; Production of high quality written reports; Able to tailor communication style to the need of the audience.
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 to check for any previous criminal convictions.
Complaints Lead employer: Maidstone and Tunbridge Wells NHS Trust
Contact Detail:
Maidstone and Tunbridge Wells NHS Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Lead
✨Tip Number 1
Familiarise yourself with the NHS Complaints Regulations 2009. Understanding these regulations will not only help you in your role but also demonstrate your commitment to the standards expected in the healthcare sector.
✨Tip Number 2
Showcase your emotional intelligence during any interactions, whether in interviews or networking. Being able to handle challenging situations with empathy is crucial for a Complaints Lead, so share examples of how you've successfully managed difficult conversations.
✨Tip Number 3
Connect with current or former employees of Maidstone and Tunbridge Wells NHS Trust on platforms like LinkedIn. They can provide insights into the organisational culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your experience with managing complaints in a healthcare setting. Be ready to provide specific examples of how you've handled cases, as this will highlight your suitability for the role and your understanding of the complexities involved.
We think you need these skills to ace Complaints Lead
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description and person specification for the Complaints Lead position. Make notes on the key responsibilities and required skills, ensuring you understand what the NHS Trust is looking for in a candidate.
Tailor Your Application: Craft your CV and cover letter specifically for this role. Highlight your experience in complaints management within healthcare or social care settings, and provide specific examples that demonstrate your ability to handle challenging situations and communicate effectively.
Showcase Relevant Skills: Emphasise your analytical and report writing skills in your application. Include examples of high-quality written reports you've produced, and mention any relevant training, such as PHSO complaints handling training, to strengthen your application.
Proofread Your Application: Before submitting, carefully proofread your application for any errors or omissions. Attention to detail is crucial for this role, so ensure your documents are polished and professional.
How to prepare for a job interview at Maidstone and Tunbridge Wells NHS Trust
✨Showcase Your Experience
Be prepared to discuss your previous experience in complaints management, especially within healthcare or social care settings. Highlight specific examples where you successfully resolved complaints and the impact of your actions.
✨Demonstrate Emotional Intelligence
Given the nature of the role, it's crucial to show your ability to handle challenging situations with empathy and resilience. Prepare scenarios where you've effectively managed difficult conversations or emotions.
✨Know the Legislation
Familiarise yourself with the NHS Complaints Regulations 2009 and any relevant legislation. Being able to discuss these confidently will demonstrate your knowledge and preparedness for the role.
✨Prepare for Case Management Questions
Expect questions about how you would manage a caseload of complaints. Think about your approach to prioritising cases, keeping complainants informed, and ensuring timely responses, as these are key aspects of the job.
