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- Tasks: Coordinate and manage complaints, ensuring effective communication and support for complainants.
- Company: Join one of the UK's largest NHS teaching trusts with a focus on patient care.
- Benefits: Competitive salary, NHS benefits, and opportunities for personal and professional growth.
- Other info: Dynamic team environment with a commitment to learning and development.
- 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 in Epsom 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 in Epsom
✨Tip Number 1
Network like a pro! Reach out to people in the NHS or related fields on LinkedIn. A friendly chat can open doors and give you insights into the Complaints Coordinator role that you won't find in job descriptions.
✨Tip Number 2
Prepare for those interviews! Research common questions for complaints handling roles and practice your responses. We want you to shine when discussing how you’d triage complaints and support complainants.
✨Tip Number 3
Showcase your soft skills! In your conversations, highlight your active listening and emotional support abilities. These are key in a role like Complaints Coordinator, so let them know you’ve got it covered.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Complaints Coordinator in Epsom
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Complaints Coordinator. We want to see how you can actively listen and support complainants, so don’t hold back on sharing relevant examples!
Showcase Your Communication Skills: Since you'll be liaising with various teams and providing emotional support, it’s crucial to demonstrate your strong communication abilities. Use clear and concise language in your application to reflect this – we love a well-structured response!
Highlight Your Problem-Solving Skills: As a Complaints Coordinator, you'll need to assess complaints and develop action plans. Make sure to include instances where you've successfully resolved issues or improved processes in your previous roles. We’re all about service improvement!
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and get you into the next steps of joining our fantastic team!
How to prepare for a job interview at St George's University Hospitals
✨Know the Complaints Process Inside Out
Familiarise yourself 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 abilities. You might be asked to role-play a scenario with a complainant, so practice responding empathetically and providing clear information about the complaints process.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle sensitive situations. Think of examples from your past experiences where you've successfully managed complaints or provided support, and be ready to discuss them in detail.
✨Highlight Team Collaboration
Emphasise your ability to work with various stakeholders, such as general managers and clinicians. Be prepared to discuss how you would liaise with these individuals to ensure thorough investigations and effective service improvements.