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- Tasks: Manage and triage complaints, providing support and guidance to complainants.
- Company: Join one of the UK's largest NHS teaching trusts with a focus on patient care.
- Benefits: Competitive salary, NHS pension scheme, and opportunities for professional development.
- Other info: Dynamic team environment with opportunities for career advancement.
- Why this job: Make a real difference in patient experience and contribute to service improvement.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 37338 - 44962 £ per year.
An exciting opportunity has arisen to join the Complaints Team of one of the country's largest acute NHS teaching trusts. St George's University Hospitals NHS Foundation Trust has recently restructured its Complaints and PALS functions and is seeking to recruit a Complaints Co-ordinator.
- Triaging and registering complaints on the Datix database system.
- Actively listening to and supporting complainants, providing advice and information about the Trust's formal complaints procedure, and providing emotional support where necessary.
- Undertaking an initial assessment of complaints to understand the key issues and concerns.
- Ensuring complaints are acknowledged in writing within three working days, and sending them out promptly to the correct care groups for investigation.
- Liaising with general managers, clinicians and matrons to ensure that a thorough and comprehensive investigation is carried out that is proportionate to the complaint, and that a subsequent action plan is developed to ensure service improvement.
- Taking information from investigation reports, as delegated by the Complaints Caseworkers, and using it to produce draft complaints responses that are robust and transparent and tailored to the individual complainant.
- Providing support to the Complaints Caseworkers.
Complaints Coordinator employer: St George's University Hospitals
Contact Detail:
St George's University Hospitals Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Coordinator
✨Tip Number 1
Network like a pro! Reach out to current or former employees of St George's University Hospitals NHS Foundation Trust on LinkedIn. A friendly chat can give us insider info about the Complaints Team and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling. We should be ready to showcase our active listening skills and how we can support complainants effectively.
✨Tip Number 3
Showcase our empathy and communication skills during the interview. Remember, as a Complaints Coordinator, it’s all about understanding concerns and providing emotional support, so let’s highlight those strengths!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we can keep track of our application status easily.
We think you need these skills to ace Complaints Coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills for the Complaints Coordinator role. We want to see how your background aligns with the responsibilities outlined in the job description.
Showcase Your Listening Skills: Since this role involves actively listening to complainants, it’s essential to demonstrate your communication skills in your written application. Share examples of how you've effectively supported others in the past.
Be Clear and Concise: When drafting your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out without unnecessary fluff.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at St George's University Hospitals
✨Know the Complaints Process Inside Out
Make sure you’re familiar with the Trust's formal complaints procedure. Understand how complaints are triaged and registered on the Datix database system, as this will show your commitment to the role and help you answer questions confidently.
✨Showcase Your Listening Skills
During the interview, demonstrate your active listening skills. You might be asked to role-play a scenario where you support a complainant. Practise responding empathetically and providing clear information, as this is crucial for the Complaints Coordinator role.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific complaints or situations. Think of examples from your past experiences where you’ve successfully resolved issues or supported individuals, and be ready to discuss these in detail.
✨Highlight Team Collaboration
Emphasise your ability to work with various stakeholders, like general managers and clinicians. Be prepared to discuss how you would ensure thorough investigations and develop action plans, as collaboration is key in this role.