Job summary
We areseeking a detail-oriented and proactive Governance and Complaints Assistant tojoin our team. This role is key in supporting the governance framework andensuring that complaints are managed effectively, in line with company policiesand procedures. You will work closely with the Managing Partner and assist inmaintaining high standards of service delivery.
This is a part-time position, working Monday, Wednesday, and Friday, for six hours per day. The work pattern can be agreed with the successful candidate. The salary is £24,694.92 pro rata.
Main duties of the job
The Governance and Complaints Assistant plays a key role insupporting the smooth operation of the practice with a particular focus onpatient feedback and complaints handling.
The successful candidate will act as the first point ofcontact for patient complaints they will be responsible for investigatingconcerns, liaising with relevant staff, and ensuring that responses are timely,professional, and in line with policy.
This role requires strong organisational, written, andverbal communication skills, along with a high level of discretion andprofessionalism.
About us
JorvikGillygate Practice are a forward thinking, innovative and driven organisationwho recognise that the quality of care we provide is only as good as thequality of the people that work at our practice.
We arecommitted to providing each other with an open friendly and supportiveenvironment where all staff are comfortable sharing ideas and who can expect tobe provided with all the tools and support, they need to enjoy working andsucceeding at Jorvik Gillygate.
Job description
Job responsibilities
ComplaintsManagement:
Assistin logging, tracking, and categorising complaints through the company'scomplaints management system.
Contactpatientsdirectly to acknowledge complaints, gather additional information, and provideupdates on the resolution process
Liaisewith relevant departments to ensure complaints are addressed and resolvedpromptly.
Ensurethat complaints are handled in compliance with company policies and relevantregulatory requirements.
Prepareand maintain reports related to complaint trends, resolutions, and patientfeedback.
Helpcoordinate significant event meetings and record minutes.
GovernanceSupport:
Assist in the preparation and maintenance of governance documentation, including policies and procedures.
Support the team to be up to date with training ensuring compliance with internal governance frameworks and external regulations.
Help coordinate governance meetings and record minutes.
GeneralAdministrative Support:
Provide administrative support with Governance and Complaints, including scheduling meetings, organising documentation, and maintaining filing systems.
Assist in the creation of presentations and reports related to complaints and governance matters.
Job description
Job responsibilities
ComplaintsManagement:
Assistin logging, tracking, and categorising complaints through the company'scomplaints management system.
Contactpatientsdirectly to acknowledge complaints, gather additional information, and provideupdates on the resolution process
Liaisewith relevant departments to ensure complaints are addressed and resolvedpromptly.
Ensurethat complaints are handled in compliance with company policies and relevantregulatory requirements.
Prepareand maintain reports related to complaint trends, resolutions, and patientfeedback.
Helpcoordinate significant event meetings and record minutes.
GovernanceSupport:
Assist in the preparation and maintenance of governance documentation, including policies and procedures.
Support the team to be up to date with training ensuring compliance with internal governance frameworks and external regulations.
Help coordinate governance meetings and record minutes.
GeneralAdministrative Support:
Provide administrative support with Governance and Complaints, including scheduling meetings, organising documentation, and maintaining filing systems.
Assist in the creation of presentations and reports related to complaints and governance matters.
Person Specification
Experience
Essential
* Skills & Experience
* Previous experience in an administrative role, ideally within governance or complaints handling (or a similar environment).
* Strong organisational skills and attention to detail.
* Ability to manage sensitive information with discretion.
* Excellent written and verbal communication skills.
* Ability to work independently and as part of a team.
* Strong problem-solving skills and ability to remain calm under pressure.
* A proactive approach to managing tasks and ensuring deadlines are met.
Desirable
* Familiarity with complaints management.
* Knowledge of relevant regulations or industry standards related to governance and complaints.
Person Specification
Experience
Essential
* Skills & Experience
* Previous experience in an administrative role, ideally within governance or complaints handling (or a similar environment).
* Strong organisational skills and attention to detail.
* Ability to manage sensitive information with discretion.
* Excellent written and verbal communication skills.
* Ability to work independently and as part of a team.
* Strong problem-solving skills and ability to remain calm under pressure.
* A proactive approach to managing tasks and ensuring deadlines are met.
Desirable
* Familiarity with complaints management.
* Knowledge of relevant regulations or industry standards related to governance and complaints.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Jorvik Gillygate
Address
Woolpack House
The Stonebow
York
North Yorkshire
YO1 7NP
Employer's website #J-18808-Ljbffr