Complaints AdministratorNHS

Job summary

Are you passionate about making a meaningful impact on patient care? Join our dynamic Complaints Department as a Complaints Administrator and play a key role in enhancing patient satisfaction and engagement. This is an exciting opportunity for someone who thrives in a fast-paced environment, values empathy, and has exceptional administrative and organisational skills. You'll help ensure that patients, families, and staff receive the support and guidance they need, contributing to a culture of care and trust. If you're looking for a role where you can truly make a difference, we'd love to hear from you! We would welcome applications from applicants who do not hold Level 3 Business Administrator qualification as this can be completed during employment.

Main duties of the job

As a ComplaintsAdministrator, you will be the first point of contact for patients, families, and Trust staff, providing professional and empathetic support. Key responsibilities include: o Managing and maintaining the PALS and Complaints database using the Ulysses system. o Handling enquiries and complaints with sensitivity and professionalism, ensuring timely resolutions in collaboration with stakeholders. o Drafting and formatting responses and letters for complaints and PALS cases, ensuring accuracy and compliance with Trust templates. o Organising meetings, booking venues, and coordinating departmental events to support patient engagement activities. o Supporting staff and patients by providing non-clinical advice, information, and guidance on the complaints process and NHS services. o Preparing reports, maintaining records, and ensuring data accuracy within internal systems. o Assisting in training new staff and contributing to process improvements within the department. o Providing administrative support, including email management, minute-taking, and managing office supplies. This role requires a detail-oriented, empathetic, and proactive individual who can manage sensitive issues while maintaining professionalism and confidentiality.

Job description

Please see attached Job Description and Person Specification for full details of the main duties and responsibilities

About us

Our Complaints Department is dedicated to improving the quality of care and communication for patients, families, and staff. We pride ourselves on fostering a supportive and collaborative work environment where every team member's contribution is valued.

We offer:

o Comprehensive training and development opportunities.

o A supportive leadership team committed to your growth and success.

o Flexible working arrangements to help maintain a healthy work-life balance.

o Access to wellbeing programs and resources.

o Opportunities to work across multiple Trust sites, engaging with diverse teams and patient groups.

Join us and become part of a compassionate team that strives to enhance patient satisfaction and deliver excellent service every day.