Detailed job description
and main responsibilities
For further detailed information on the job description and Main responsibilities of the role, please read the JD and Personal Specification or discuss with Harad Burn.
Person specification
Qualifications
Essential criteria
1. •RSA II or equivalent computer skills•GCSE in English or equivalent •Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area., A health and social care qualification
Desirable criteria
2. •Evidence of a commitment to continuing learning •Recognized management or leadership training or equivalent
Experience
Essential criteria
3. •Experience of complaint investigations •Experience of undertaking complex investigations and producing high quality reports •Previous NHS experience •Significant experience of working and communicating with vulnerable people. •Understanding of the dynamics involved in dealing with highly emotive complaint situations and ability to make objective judgements. •Sound knowledge of good practice and key principles for the recruitment, retention and management of staff. •Ability to ensure that lessons learnt from complaints and concerns are used to enhance people’s service experience •Managerial experience in an Administrative Environment. •Advanced decision making and resolving complex work related issues.
Desirable criteria
4. •Experience of undertaking serious incident investigations •Knowledge and/or experience of budget management. Able to take responsibility for own action in relation to budgets. •Experience of using multifarious data to provide written reports of results and interpretation for the Trust to improve performance.
Knowledge and awareness
Essential criteria
5. •Knowledge of clinical risk issues •Knowledge of the NHS complaints procedure and legislation •Understanding of the principles of root cause analysis techniques •Excellent understanding of general office working procedures. •Excellent understanding of people management.
Desirable criteria
6. Knowledge and awareness of key performance metrics in urgent and emergency care
Skills and Abilities
Essential criteria
7. •Ability to produce written reports to a high standard •Ability to communicate with professionals at all levels of seniority within the NHS and with other agencies creating a climate of support whilst holding people to account demonstrating highly attuned emotional intelligence. •Ability to work to tight deadlines often with competing demands •Able to prioritise and work in a methodical manner •Able to work independently •Attention to detail •Proficient in the use of Microsoft packages •Advanced keyboard skills •Negotiation and influencing skills •Ability to challenge when necessary •Ability to separate facts from disputed events and obtain evidence to support the findings •Able to oversee and support investigations when undertaken by a third party, working with individuals to ensure that standards of investigation are maintained and to do so in a tactful and inclusive manner. •Ability to analyse multifaceted data, both qualitative and quantitative and make decisions based on evidence. •Ability to supervise a team •Ability to apply tact and sensitivity. •Empathetic approach to managing a team
Personal Attributes
Essential criteria
8. •Good written, telephone and face to face communication skills especially during emotional situations •Ability to deal with frequent exposure to highly distressing and emotional circumstances and to determine facts in highly sensitive situations •Flexible •Empathetic •Ability to maintain a calm approach in highly stressful situations •Highly developed skills for training people and engaging presentation skills
Trust Values
Essential criteria
9. Treat people how we would like to be treated ourselves We work together to provide the best quality care we can We focus on your individual and diverse needs