Adult Social Care - Customer Care & Complaints Manager
Job overview
To analysis information provided and present this in a clear and well written format
Responsibility for Patient Care (including monitoring, diagnostics + investigations)
Provide advice and guidance to staff and complainants on all aspects of the complaints procedure.
Ensure complaints received are dealt with in a timely and appropriate manner in accordance with the national guidance
Main duties of the job
Prepare a statement of complaint, for those complainants unable or unwilling to put their complaint in writing.
Arrange meetings between complainants and relevant staff to provide anopportunity to discuss the cause of the complaint and ensure a record is made of such meetings.
Report complaints with potential to proceed to litigation, to the Integrated Care Divisional Director, Salford Council DASS and the Complaints Managers.
To ensure learning takes place from Concerns received – that an action plan is prepared by the Directorate concerned for inclusion in the complaint file.
Working for our organisation
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we’re always looking for people who demonstrate our three core values - care, appreciate and inspire – to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
Learn more about us in our Candidate Information Pack.
Detailed job description and main responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk
Person specification
Knowledge, Skills & Experience
Essential criteria- Excellent verbal and written skills. Ability to co-ordinate complaint investigation and identify issues
- Pull together information received, recognise gaps in investigations and rectify these.
- Adept in using Microsoft office with working experience inputting into and using databases
- Listening and empathy skills, and ability to deal with highly emotional people
- Ability to deal with all disciplines of staff
- Ability to organise and prioritise workload to meet deadlines
- Organised, methodical and good attention to detail
- Knowledge of Complaints
- Knowledge of the current policies connected to Complaints Management:- Clinical Governance, the Data Protection Act and the Caldicott principles of confidentiality and sharing of data/information
- Minimum three years’ experience of customer focus related jobs
- Experience of facilitating meetings with staff and members of the public
- Knowledge of Patient Safety
- Experience working with the computerised customer Administration System
- Experience of producing Statistical information and trend data
Qualifications
Essential criteria- Good Standard of Education including GCSE English Language
- Degree or diploma in Customer Care Training
- ECDL or IT Qualification
- Complaints manager training
- Excel qualification
The NCA is proud to serve a diverse population and is committed to delivering inclusive, accessible care. We value individuality and aim to build a workforce that reflects the communities we serve. Applications are welcomed from individuals of all backgrounds, identities, and beliefs.
We also warmly welcome interest from serving and ex-personnel, and their relatives. Please identify that you are a member of the armed forces community on your application form to be entitled to a guaranteed interview (subject to essential criteria being met).As a Disability Confident Employer, guaranteed interviews are also available to disabled applicants when essential role requirements have been met.
If you require any reasonable adjustments to the application process, please contact [email protected]
Vacancies may close early if sufficient applications are received, or if an internal redeployee has been identified.
For fixed-term roles, current NHS staff will be considered for secondments, while fixed-term contracts will be offered to external (non-NHS) applicants.
The NCA does not accept unsolicited CVs from agencies. Read more about this here.