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An exciting opportunity has arisen to join the complaints team at Maidstone and Tunbridge Wells NHS Trust as a Complaints Lead. We are looking for an experienced and self-motivated individual to work full-time within our dedicated team.
The ideal candidate will have experience of working in complaints within a healthcare or social care setting, with a good working knowledge of the relevant legislation.
The successful applicant will be able to deal confidently and compassionately with a wide range of service users, including the public, advocates, other agencies and staff within the organisation at all levels, and provide expert advice to staff and the public alike. Given the nature of the work, the ability to effectively manage challenging situations and behaviours is crucial, along with a high level of resilience and emotional intelligence.
Main duties of the job
The successful applicant will manage a case load of complaints ensuring that complainants are kept up to date and that complaints are investigated and responded to within local performance target timeframes.
As a Complaints Lead you will be required to work independently managing your own caseload. You will need an enquiring mind and excellent analytical and report writing skills. Attention to detail and proof-reading skills are also essential.
Applications are invited from candidates with or without a clinical background.
Candidates should be aware that the Trust has multiple sites and all staff may be required to work at any of them to provide service cover and to attend local resolution meetings. Opportunities for blended home working are available.
Working for our organisation
Maidstone and Tunbridge Wells NHS Trust ranks among the top 10 NHS Trusts nationwide and was named the second-best Trust to work for in the South East in the 2023 NHS Staff Survey.
We are a large acute hospital trust in south-east England, providing general hospital services and specialist care to around 600,000 residents in West Kent and East Sussex. With a dedicated and diverse team of over 8,000 staff we are proud to offer specialised cancer services to over two million people through the Kent Oncology Centre.
Fordcombe Hospital, near Tunbridge Wells, became part of the Trust in October 2024. Specialising in planned care, it offers two operating theatres, 28 inpatient and day-care beds, diagnostic services (X-ray, MRI, CT, and endoscopy), and consultation/treatment rooms.
Looking for flexible working?
We are a flexible working-friendly organisation. Whether it’s adjusting your hours or exploring other flexible arrangements, we want to work with you to find the best solution for you, our patients, and the Trust. Talk to us about how we can accommodate your working needs.
Joining us includes a comprehensive benefits package:
At least 27 days of annual leave plus public/bank holidays (pro-rata for part-time staff).
Membership in the NHS Pension Scheme, with a 20.6% employer contribution and life assurance benefits
Blue Light card eligibility
And more, additional benefits can be found in the benefits documents below
Detailed job description and main responsibilities
We’ve provided all the details you need about this role in the job description and person specification. Please take a moment to review the criteria in the person specification and share specific examples in your application that demonstrate how you meet these requirements. Please also check your application for errors/omissions prior to submission.
Please note that appointment to this post will be subject to a satisfactory Disclosure and Barring Service Check at Standard Level. (Enhanced level now includes regulated checks against vulnerable adults and children)
All successful applicants will be required to complete our corporate trust induction once a start date had been agreed.
Person specification
Qualifications
* Graduate or educated to a comparable level
* Evidence of a commitment to continuing learning
* Completed PHSO complaints handling training
Experience/Knowledge
* Complaints management and writing responses in an NHS Trust/Social Care or equivalent.
* Knowledge and application of the NHS Complaints Regulations 2009
* Use of databases for management of complaints data
* Working independently, making own decisions and recommendations in the context of a corporate team and the wider organisation
* Preparation of cases for the PHSO
* Familiarity with handling Access to Records request, in accordance with the Data Protection Act.
Skills
* Able to break bad news. Maintain a calm approach in highly stressful situations.
* Able to communicate complex information in a clear, concise and compassionate manner.
* Outstanding written and verbal communication skills
* Production of high quality written reports
* Able to tailor communication style to the need of the audience
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