Complaints and Patient Experience Administrator in Sunderland

Are you passionate about health and social care and looking for a role that offers flexibility and growth? At North East and North Cumbria Integrated Care Board, we value work-life balance and offer a range of flexible working options, including hybrid working. Enjoy a supportive team environment, competitive salary, and opportunities for professional development.

Flexible Working Options: We understand the importance of work-life balance and offer a range of flexible working options, including part-time and job share. We encourage applicants to discuss their preferred working patterns during the interview process.

Hybrid Working: This role offers the opportunity for hybrid working, allowing you to split your time between our ICB offices and home. We aim to provide a supportive and adaptable working environment that meets the needs of our staff, service delivery and the patients within our Region.

Employee Benefits: Salary Sacrifice Schemes such as Lease Cars, Home Electronics, Cycle to Work.

Job Overview: An exciting opportunity has arisen to join the Complaints and Patient Experience Team at NHS North East and North Cumbria Integrated Care Board. We are looking for a professional, compassionate and highly organised administrator who can provide comprehensive administrative and coordination support across our complaints service. You will help ensure that complaints, concerns and enquiries are handled efficiently, accurately and sensitively from receipt through to closure.

Main Duties of the Job: As a key first point of contact, you will communicate with patients, complainants, families, carers, NHS providers and other stakeholders by telephone, email and letter. You will provide reassurance, explain routine administrative processes and help people understand the next steps and expected timescales. You must be comfortable communicating with people who may be distressed, anxious, frustrated or dissatisfied, while remaining calm, empathetic and professional.

Working for Our Organisation: Our Integrated Care Board (ICB) is the largest in the country. The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including promoting integration of health and care services, improving people's health and well-being, reducing health inequalities.

Your responsibilities will include:

• Making and receiving telephone calls from patients, complainants, families and provider organisations.
• Preparing acknowledgements, consent requests and routine correspondence using approved templates.
• Maintaining accurate and contemporaneous complaint records on SIRMS and other electronic systems.
• Monitoring deadlines and supporting the team to progress correspondence and actions within agreed timescales.
• Checking information for completeness, identifying routine omissions or discrepancies and escalating matters appropriately.
• Coordinating meetings, preparing documentation, taking notes and recording agreed actions.
• Supporting the production of routine reports and complaints activity information.

The successful candidate will have significant administrative experience, excellent written and verbal communication skills and experience of dealing with the public and handling sensitive or confidential information. You will be able to work accurately at pace, manage competing priorities and maintain effective electronic records and audit trails. Experience of complaints handling and minute taking would be desirable.

Person Specification:

• GCSE (or equivalent) Maths and English grade C or above.
• Educated to NVQ 4 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
• Significant administrative/secretarial experience including initiating and maintaining office systems.
• Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
• Experience of working in NHS Complaints handling.

UKVI Sponsorship: Please note that North East and North Cumbria ICB do not hold a UKVI sponsorship license. Therefore, we are unable to proceed with applications that require sponsorship.

Reasonable Adjustments: If you require any reasonable adjustments to attend interview please make the recruitment team aware as soon as possible by calling our HR Recruitment Team on 0191 203 1415 option 2.

Fit & Proper Person Regulations: Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre-employment checks in line with CQC and NHS England statutory guidance.