About this role
Job summary
The Complaints & PALS Team are looking for a well-motivated, friendly and hardworking individual to join the team in the role of the Complaints & PALS Officer. We are looking for someone who pays great attention to detail, has an excellent telephone manner and has previous experience of working in an office environment. The focus of the job is to ensure that all formal complaints & PALS contacts are handled in line with Trust policy
This key position will require excellent communication and organisation skills with knowledge of basic IT. Previous complaints experience is desirable. You must have a methodical approach to work and be able to work independently as well as in a team whilst remaining calm under pressure.
Main duties of the job
Duties will include logging, acknowledging and closing complaints & PALS contacts, arranging meetings, taking minutes, answering telephone calls, maintaining databases and spreadsheets and liaising with staff across the organisation. You will also attend meetings with complainants and their relatives and will be someone who is confident in interacting with a variety of different people.
This is an excellent opportunity to join a friendly and supportive team whilst working in a fast-paced and interesting department within the Trust.
About us
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme alongside a strong commitment to developing your career. Our diverse and welcoming Royal Surrey family ensures you feel valued from your initial interview and throughout your time with us.
We are clinically led and provide joined-up care by bridging hospital and community services, alongside delivering regional specialist cancer care. Our main acute hospital site is in Guildford, with community sites at Milford, Haslemere and Cranleigh, and services delivered in patients' homes across Guildford and Waverley.
We work in partnership with Ashford & St Peter's Hospitals NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities.
The Care Quality Commission (CQC) has rated us as Outstanding. We are proud of our achievements and continue to invest in our people and infrastructure.
To learn more about life at Royal Surrey, please watch our short video: https://www.youtube.com/watch?v=R96pMboIYdo
Adverts may close early, so you are encouraged to apply as soon as possible.
Job description Job responsibilities
The Complaints & PALS Officer is responsible for supporting the Complaints & PALS Lead in the development, implementation and maintenance of the Trusts Complaints and Concerns Policy, including meeting the deadlines outlined in the policy and ensuring compliance with the requirements of any new guidance for NHS complaints.
The post holder will deal directly with service users and the public, Trust staff and others through face to face meetings, telephone conversations and formal written correspondence. The post holder will ensure all feedback is handled appropriately and undertake the administrative support for Complaints & PALS handling in line with national guidance and the Trusts policies and procedures
Person Specification
Qualifications Essential
Educated to degree level or equivalent level of experience
Knowledge Essential
Demonstrate 1-2 years working in a public facing role Significant experience in working in an office environment Experience of dealing with staff at all levels of an organisation
Desirable
Experience in the NHS in a customer focused role, in particular a PALS or Complaints role Experience of working in the NHS Knowledge of the NHS complaints process Knowledge of Datix able to use the data to produce trends
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 Royal Surrey NHS Foundation Trust
Address Royal Surrey NHS Foundation Trust
Guildford
GU2 7XX
United Kingdom
Employer's website https://www.royalsurrey.nhs.uk/ (Opens in a new tab)