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- Tasks: Act as a point of contact for patients and manage complaints effectively.
- Company: Join NELFT, a CQC rated Good Trust providing community and mental healthcare services.
- Benefits: Enjoy flexible working, health support, and a welcoming environment with strong diversity initiatives.
- Why this job: Make a real impact by helping patients and improving services in a supportive culture.
- Qualifications: Degree or equivalent experience required; complaint handling and IT skills are essential.
- Other info: Comprehensive induction and ongoing development opportunities await you at NELFT.
The predicted salary is between 30000 - 42000 £ per year.
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Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.
The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.
Find out more about NELFT careers and what makes our Trust a great place to work, in this video
Job overview
An exciting opportunity has arisen for a Complaints Officer to work in liaison with the PALS & Complaints Manager,
The Post holder will act as as point of contact for patients, service users, their families and carers. They will assess complaints and allocate to the appropriate service .
Will monitoring a individual caseload to ensure timescales are monitored, Ensure all public and patient contact is of highest professional standard; • Provide high-quality guidance and support to directorates on resolving complaints .
Main duties of the job
To Support and inform patients, service users on the Trust complaints process; be responsible for your individual caseload to ensure timescales are monitored. Ensure all public and patient contact is of highest professional standard. Provide high-quality guidance and support to directorates on resolving complaints .
Working for our organisation
Starting with NELFT
NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.
Probationary Period
This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).
High Cost Area Supplement
This post also attracts payment for High Cost Area Supplement of 5% of the basic salary (with a minimum of £1,258 to a maximum of £2,122).
We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.
We reserve the right to close this vacancy early should sufficient applications be received.
Detailed job description and main responsibilities
In liaison with the PALS & Complaints Manager, ensure all complaints received, whether in writing, by email, by telephone or in person, are processed in line with national guidance.
- In liaison with service leads and where appropriate apply the local resolution approach.
- Ensure Being Open principles are applied in all aspects of role.
- In liaison with the PALS & Complaints Manager, approach investigating officers, through an agreed process, providing relevant documentation to enable the complaint to be investigated appropriately.
- Ensuring all complaints responses are dealt with professionally and in line with Trust Policy
- Ensuring all complaint responses are of a high standard
- Maintain the complaints database including key themes and investigation outcomes.
- Provide advice on complaints handling as required
- To establish and maintain effective communication and positive working relationships with staff in the Trust and relevant external agencies including the Health Service Ombudsman, local HealthWatch organisations, local service user and advocacy services such as ICAS
- To ensure sensitive, emotionally charged, and complex situations that may arise with complainants are dealt with appropriately
- Support the collation of informal concerns, compliments data and maintain database
- Ensure information for Freedom of Information requests is provided within agreed timescales
- Is expected to travel across NELFT sites as required, to support services deal with Complaints and offer drop-in sessions to Investigative Officers (IO) as required
- To foster a strong working relationship between the locality and the Complaints Team
- Regularly attending the locality leadership team meetings to give update on the numbers of complaints and any issues
- In liaison with the PALS & Complaints Manager, provide data for management reports within agreed timescales
- Work on own initiative and prioritise workload to ensure deadlines are met
- Represent the PALS & Complaints Manager at various meeting as required
Use of AI
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.
We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.
Person specification
Knowledge and Experience
- Candidate must have degree or Equivalent relevant experience
- NVQ Level 2 or Equivalent Standard of Literacy and Numeracy
- Experience of Complaint Handling
IT Skills
- Basic Awareness of IT & IT skills
- Experience of using Risk Management Software
Professional Capabilities
- The ability to demonstrate critical appraisal skills
- Ability to work as effectively with a team
- Ability to prioritise own workload
Other Skills
- The Postholder will be expected to evidence how they implement the Trust Values in their day to day work
- Commication skills both verbal and written
- able to maintain confidentiality and handling of sensitive information
We believe in bringing your authentic and best self to work, in order to deliver the best care to our patients. We are committed to supporting our employees holistically. Here is a snapshot of what is on offer at NELFT:
- A long-standing and award-winning approach to equality and diversity with supportive networks for ethnic minority staff, staff with disabilities or long term/chronic conditions and LGBT staff.
- A commitment to supporting colleagues to achieve a work life balance, through flexible working opportunities and our effortsto support our working parents and carers. This has resulted in us being recognised as a ‘Top 10 Family Friendly Employer’ from the Working Families Charity.
- Proactive health and wellbeing support, including access to our employee assistance programme, staff psychological support, individual wellbeing conversations and a network of health and wellbeing ambassadors.
- Detailed information about our wellbeing and benefits offer can be found in this link.
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s a job share, part time hours or another flexible pattern.
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Complaints Officer employer: NELFT NHS Foundation Trust
Contact Detail:
NELFT NHS Foundation Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with the complaints process at NELFT. Understanding their specific procedures and policies will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network with current or former employees of NELFT, especially those in similar roles. They can provide valuable insights into the work culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully handled complaints or resolved conflicts. This will showcase your experience and ability to manage sensitive situations effectively, which is crucial for a Complaints Officer.
✨Tip Number 4
Highlight your communication skills during the interview process. As a Complaints Officer, you'll need to convey information clearly and empathetically, so be ready to demonstrate how you can maintain professionalism in challenging conversations.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you thoroughly understand the role of a Complaints Officer. Review the job description carefully and note the key responsibilities and skills required.
Tailor Your CV: Customise your CV to highlight relevant experience in complaint handling, communication skills, and any IT proficiency. Use specific examples that demonstrate how you've successfully managed complaints or resolved issues in the past.
Craft a Strong Cover Letter: Write a compelling cover letter that explains why you're interested in the position and how your background aligns with NELFT's values. Mention your understanding of their commitment to equality and diversity, and how you can contribute to their mission.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Complaints Officer.
How to prepare for a job interview at NELFT NHS Foundation Trust
✨Understand the Complaints Process
Familiarise yourself with the complaints process at NELFT. Be prepared to discuss how you would handle various types of complaints and demonstrate your understanding of the importance of being open and transparent in these situations.
✨Showcase Your Communication Skills
As a Complaints Officer, effective communication is key. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Be ready to provide examples of how you've successfully resolved conflicts or handled sensitive information in the past.
✨Demonstrate Empathy and Compassion
In this role, you'll be dealing with emotionally charged situations. Prepare to discuss how you would approach complainants with empathy and compassion, ensuring they feel heard and supported throughout the complaints process.
✨Highlight Your Teamwork Abilities
Collaboration is essential in this position. Be ready to share examples of how you've worked effectively within a team, particularly in resolving complaints or improving processes. Emphasise your ability to build positive working relationships with colleagues and external agencies.
