Complaints Manager
Job description
About The Role Are you a Customer Service Focused Individual with Extensive Experience Dealing with and Resolving Complaints? Are you an Experienced Team Manager Looking for your next Challenge?NHS Professionals are currently looking to recruit an experienced Complaints Team Manager to join their Clinical Governance Complaints department.
Salary: £35,000 per annum / Plus the opportunity to take advantage a range of exclusive Rewards and Benefits
Hours: Monday – Friday 37.5 Hours per Week
Location: Hybrid / On site Hemel Hempstead / Candidates are expected to be flexible and work on site with their Team but can work remote also.
The job holder will report to the Clinical Governance Complaints and Customer Services Manager and be responsible for the day-to-day management of the Clinical Governance Complaints Team.
The Team Manager will provide a professional, customer focused service to NHS Professionals staff and client NHS Trusts. Key focus is supporting the clinical governance agenda in the investigation of all incidents and complaints and providing support for projects.
You will be responsible for the day-to-day management of the Complaints Administration Team and the complaints functions via the designated database.
The post-holder will be an expert in the database and/or another other related system used in the management of Complaints. You will also be responsible for providing management information for analysing data and work with the Head of Risk and Improvement to identify trends following complaints received.
In return for your fantastic people skills and commitment we offer a unique set of rewards and benefits that you can make the most out of:
Annual Leave – We offer a Whopping 27 days Annual Leave allowance Plus Bank Holidays and the option to buy an extra 3 days annual leave each year!
Employee Discount Schemes – You’ll have access to a range of exclusive benefits such as the Blue Light Card which provides members with access to over 15,000 discounts online and on the high street! And Beat a reward and recognition engagement platform with employee discounts on electricals, entertainment, travel and so much more.
Star of the Month! – Our star of the month award initiative recognises colleagues who go the extra mile, winning a whopping £100 worth of shopping vouchers.
Employee Referral Scheme – You could receive up to £500 if you successfully refer a friend or family member to work at NHSP.
We are particularly proud of being the first NHS organisation to gain the accreditation of Top Employer by the Top Employers Institute.
About The Candidate
To be successful in this post you will need to:
- Extensive Experience Leading and Managing a team
- Previous experience in a healthcare environment / Customer Service focused field
- Excellent level of technical skill on databases including systems management
- Creating spreadsheets and pivot tables.
- Ability to Organise and manage the daily workflow of the Clinical Governance Complaints Administrative Team through the use of rota’s and work schedules
- Provides management information and produce reports for senior managers as and when required.
- Develop the SME role and maintain key working relationships across all areas of the business and external clients and suppliers in relation to the Complaints management and Clinical Governance agenda
NHS Professionals (NHSP) run the largest NHS flexible staff bank, placing highly skilled temporary workers in NHS Trusts to meet their short, medium and long-term needs. Uniquely we are owned by the Department of Health and Social Care and we therefore reinvest any surplus we make directly back into the NHS.
We are particularly proud of being the first NHS organisation to gain the accreditation of Top Employer by the Top Employers Institute. This is a huge testament to our ongoing commitment to making NHSP a great place to work for all our corporate employees.
