Job summary
The Collaborative Commissioning Hub
(CCH) complaints team provides a complaints resolution service to all seven
Integrated Care Boards (ICB) in the South West of England, for primary care
services including general practice, dental, pharmacy and optometry.
The Complaints Team Administrator supports
the complaints team to deliver a high quality complaints function. Responsible
for the provision of administrative and secretarial services, the Complaints
Team Administrator works closely with team members to ensure information is
available as needed, that an empathetic and efficient front of house function
is in place and that systems and processes are developed and maintained.
We would be delighted to hear from
you if you have a background in administration, have outstanding communication
skills, enjoy working as part of a team and are passionate about high quality
service delivery.
Face to face interviews to be held, please indicate in your application if you would prefer Somerset House Taunton or Shire Hall Gloucester for your interview location.
Main duties of the job
As a Complaints Administrator, the post holder will
work as part of a dynamic team in delivering an effective service supporting
managers and staff in managing complaints.
The post holder will provide and coordinate
administrative and secretarial services; including for example, the preparation
of agendas and minutes, taking appropriate follow-up action as required.
Supporting the team with the management of complaints, gathering information
and undertaking enquires as and when is necessary. The Complaints Administrator
will provide a front of house service to complainants, service providers and
all stakeholders.
The Complaints Administrator will oversee
standardised elements of the complaints process including acknowledgement,
consent, records management, and liaison with the Parliamentary and Health
Service Ombudsman regarding requests for files.
The Complaints Administrator will ensure that the
complaints management system is up to date and any contact and / or activity
relating to a complaint is contemporaneously documented in the system (with
attachments when relevant).
About us
NHS Somerset
Integrated Care Board (ICB), known as NHS Somerset is the statutory NHS
organisation responsible for implementing a health and care strategy developed
by the Integrated Care Partnership.
NHS
Somerset consists of approx. 370 staff, across 8 directorates, with multiple
teams within each directorate.
We
encourage applications from people of all backgrounds and welcome applications
from underrepresented groups. When recruiting, we are committed to equality of
opportunity for all. We believe that the best organisations are those that
reflect the communities they serve.
We
offer flexible working from your first day of employment and we also have an
agile approach to home / office-based working. Please note however, that elements of the role may require you to travel to other locations
across South West, to attend in-person meetings and meet the needs of the
service. Please consider this before applying.
Job
Share and Secondment opportunities will be considered. If you are seeking an internal or external secondment, please seek
advice from your HR team and you must also obtain your current line
manager's permission to be released on secondment before applying, to avoid
disappointment.
We
also offer an excellent pension scheme and generous annual leave entitlement.
Please
read the attached documents / visit the links listed before applying.
Thank
you for your interest.
Job description
Job responsibilities
Purpose of
Role
The Collaborative
Commissioning Hub (CCH) complaints team provides a complaints resolution service
to all seven Integrated Care Boards (ICBs) in the South West of England, for
primary care services including general practice, dental, pharmacy and
optometry.
The Complaints
Team Administrator will support the complaints team in the provision of high
quality and timely services. This will include:
Provision and coordination of administrative and secretarial
services, including for example, preparation of papers, agendas and minute
taking.
Supporting the team with management of complaints, gathering and
collating information.
Provision of a front of house function for the team.
Undertaking standardised elements of the complaints process
including acknowledgement, consent, records management and liaison with
stakeholders as required.
Oversight of the complaints management system, ensuring that it is
up to date at all times.
Communications
and Relationships
The CCH team has
positive and engaging relationships with key stakeholders including ICBs, NHS
England and the Parliamentary and Health Service Ombudsman, and the
Complaints Team Administrator will continue to work to nurture and maintain
those relationships.
Work collaboratively with internal and external stakeholders to
provide a quality complaints service to our customers.
Working together with other administrative staff to provide an
effective front of house function, including telephone calls, written
contacts and visitors to the office.
Autonomy /
Freedom to Act
Undertake standardised elements of the complaints management
process, including acknowledgement of complaint, obtaining consent and
liaising with stakeholders in relation to information required.
Support complaints team colleagues to manage complaints.
Responsible for the ordering of stationery and consumables for the
team within budget, and ensure their safe keeping.
Analytical
/ Judgement Skills
Support the Complaints Team
Manager to triage new work and distribute to team members.
Planning
and Organisation
Comply with governance requirements, including management of
confidentiality.
Contemporaneously record information within the complaints
management system.
Manage the electronic team diary, including arranging appointments
and associated travel.
Ensure that all contact is dealt with in a timely manner and
distributed to relevant parties, including sensitive and confidential
information.
Input, monitor and check data, including data required for
performance management and to determine themes and trends from learning.
Development and maintenance of electronic and paper filing
systems, ensuring information is kept securely and is accessible to the team.
Preparation of agendas, taking and distributing minutes / notes
of meetings.
Patient and
Client Care
Ensure that all contact
with complainants, and others, is of highest professional standard.
Uphold organisational
policies and principles on the promotion of equality.
Create an inclusive working environment where diversity is valued,
everyone can contribute, and everyday actions ensure we meet our duty to
uphold and promote equality.
Plan and organise events as directed, providing necessary
administrative support.
Manage challenging situations, for example angry complainants, in
accordance with policy.
Service
Development / Policy Review
Support the organisations ways of working, model its values and
champion the NHS Constitution.
Contribute to the review and development of existing systems and
processes and contribute to the development of new and improved ways of
working.
HR /
Responsibility for Training and Recruitment
Provide advice and support to others on own area of
responsibility.
Support training and induction of new staff into the team.
Ensure the health, safety and wellbeing of all staff within the
department.
Research
and Development
Support complaints team staff to undertake research and
development activities as directed.
The job description
is not exhaustive, and the Complaints Team Administrator is expected to carry
out other tasks as delegated and appropriate
Person Specification
Knowledge and Skills
Essential
- Understand key issues within the NHS.
- Can communicate effectively both orally and in writing, with a range of stakeholders, including sensitive information.
- Excellent time management skills with the ability to prioritise and re-prioritise.
- Well-developed interpersonal and communication skills.
- Can take minutes / notes of meetings.
- Intermediate keyboard skills, use of a range of software including Microsoft Word, Outlook and Excel.
Qualifications
Essential
- GCSE pass grade in maths and English.
- Educated to NVQ level 4 in a relevant subject or equivalent level of qualification or equivalent previous proven experience.
Experience
Essential
- Significant administration and / or secretarial experience, including developing and managing office systems.
- Experience of dealing with the public.
Desirable
- Experience of working in a complaint handling environment, or managing challenging and sensitive enquiries.
- Experience of working in the NHS, public sector or other health care provider.
Personal Statement / Motivation for Applying
Essential
- Please use this section to explain how you meet the additional criteria in the Personal Specification including your reasons and motivation for applying.
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
NHS Somerset Integrated Care Board
Address
NHS Somerset ICB
Wynford House, Lufton Way
Yeovil
Somerset
BA22 8HR