Job Summary
Are you looking for a role where you can support patients, their families, friends, and carers by gathering feedback and assisting with our complaints process? The Complaints Team within the Patient Experience & Engagement Team is seeking a dedicated Complaints Officer. You will be part of a friendly team responsible for the administration and management of complaints, primarily focusing on concerns, compliments, and comments related to the Family Health Care Group, especially maternity and neonatal services. You will work closely with a Senior Complaints Coordinator, liaising with complainants, care group leadership, and stakeholders throughout the process.
The role involves varied communication methods, including writing, phone calls, and face-to-face meetings, often dealing with upset or challenging service users. Compassion, empathy, and sensitivity are essential. You should demonstrate excellent administrative, organizational, and typing skills, with the ability to multitask, listen actively, and work proactively within set timescales and processes. We offer support and training, valuing a caring and compassionate approach and teamwork.
Main Duties
Familiarize yourself with the full Job Description and Person Specification attached to this advert. Key responsibilities include:
* Supporting the management of a caseload of complaints.
* Acting with compassion and displaying empathy in challenging situations.
* Managing administrative tasks, including accurate data entry into the Trust's database.
* Working effectively in a busy environment.
* Drafting emails and letters with high standards of spelling and grammar.
* Liaising confidently with staff to resolve inquiries.
* Having a good knowledge of Trust systems and processes.
* Utilizing excellent typing skills and proficiency in Microsoft Outlook, Word, and Excel.
Previous applicants need not apply.
About Us
With over 19,000 staff, NUH is one of the city's largest employers, supporting health and wellbeing through research, education, and innovation. We are committed to diversity and welcome new ideas to develop our team and deliver world-class healthcare. We offer extensive personal development opportunities and aim to turn your job into a career.
We especially encourage applications from individuals who identify as Black, Asian, or Minority Ethnic, or those with disabilities, as we strive for better representation.
Job Details
Date posted: 07 May 2025
Pay scheme: Agenda for Change
Band: Band 3
Salary: £24,625 to £25,674 per year (pro rata)
Contract: Fixed-term
Duration: 12 months
Working pattern: Full-time
Reference number: 164-7148174
Job location: QMC Hospital, Derby Road, Nottingham, NG7 2UH
Job Responsibilities
Please refer to the full Job Description and Person Specification attached for detailed information.
Person Specification
Experience (Essential): Experience in a customer service environment.
Desirable: Front-facing NHS experience, dealing with difficult and emotive situations.
Training and Qualifications (Essential): NVQ 3 in customer services and relevant IT qualifications (ECDL or equivalent).
Communication and Relationship Skills (Essential): Ability to provide tailored information, demonstrate empathy, handle sensitive information confidentially, and facilitate positive outcomes.
Planning and Organizational Skills (Essential): Ability to support complaint caseloads, liaise with divisions, and prioritize tasks effectively.
Analytical and Judgement Skills (Essential): Ability to manage sensitive information and decide appropriate actions.
Additional Information
This post is subject to a Disclosure and Barring Service check due to the sensitive nature of the role.
Employer Details
Employer: Nottingham University Hospitals NHS Trusts
Address: QMC Hospital, Derby Road, Nottingham, NG7 2UH
Website: https://www.nuh.nhs.uk/
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