Job summary
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 small and dedicated team.
The ideal candidate will have experience of working in complaints within an NHS or social care setting, with a good working knowledge of the relevant legislation. An outstanding communicator, 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 defined case load of complaints, but will need to be adaptable and flexible to meet the wider needs of the service, providing cross-cover for their colleagues, in order to support the Trust to meet its performance targets.
The ability to work independently and creatively while demonstrating political awareness is essential. You will need an enquiring mind and excellent analytical and report writing skills. Attention to detail and proof-reading skills are also essential.
Occasional attendance at external events may be required, where you will act as a representative of the Trust. A familiarity with using case management systems such as Datix and InPhase, and RCA techniques would be an advantage. 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. Opportunities for blended home working are available.
About us
MTW is a large acute hospital trust in the south-east of England. We provide a full range of general hospital services and some aspects of specialist and complex care to around 600,000 people living in west Kent and East Sussex. We have a team of over 8,000 full and part-time staff. We also provide specialist cancer services to around 2 million people across Kent and East Sussex via the Kent Oncology Centre.
Would you like to work flexibly?In the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.
Job description
Job responsibilities
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
Please note that appointment to this post will be subject to a satisfactory Disclosure & Barring Service Check at Standard Level.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
We support our staff with disabilities to ensure they have the adjustments they need to be the best they can be in the workplace.Collaborating with Access to Work means that our staff are assessed by experts in the workplace and we ensure that their recommendations are implemented as quickly as possible. You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (www.gov.uk)
Interview Date: TBC
Person Specification
Qualifications
Essential
- Graduate or educated to a comparable level
Desirable
- Evidence of a commitment to continuing learning
Skills
Essential
- Proficient in using Microsoft Word and Excel
- Outstanding written and verbal communication skills.
- Ability to work to tight deadlines
- Ability to prioritise and work in methodical manner
- Able to work independently while recognising and responding to the needs of the team
- Able to break bad news. Maintain a calm approach in highly stressful situations.
- Experience of dealing with staff at all levels of the organisation.
- Production of high quality written reports.
- Able to communicate complex information in a clear, concise and compassionate manner
Desirable
- Proficient in using Microsoft Powerpoint and Teams
- Proficient in using Datixweb
Experience/Knowledge
Essential
- Complaints management in an NHS Trust/Social Care or equivalent.
- 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.
Desirable
- Preparation of cases for the PHSO
- Familiarity with handling Access to Records request, in accordance with the Data Protection Act/GDPR
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
Maidstone and Tunbridge Wells NHS Trust
Address
The Roundall
Hermitage Court
Maidstone
ME16 9NT