About this role
Job summary
Are you looking for an opportunity to make a real difference to the experience of patients, families and carers?
An exciting opportunity has arisen to join the PALS and Complaints Team at Tameside and Glossop Integrated Care NHS Foundation Trust. We are seeking a motivated and compassionate PALS and Complaints Case Officer to join our busy and supportive team
This varied and rewarding role is ideal for an individual with excellent communication, problem-solving and organisational skills. You will play a key role in supporting patients, relatives and carers by managing concerns, enquiries and complaints, ensuring their voices are heard and that opportunities for service improvement are identified and acted upon. If you are passionate about customer service, have a keen eye for detail and enjoy working in a fast-paced environment where no two days are the same, we would love to hear from you. Important Notice on Visa Sponsorship Eligibility
Please note that whilst the trust does offer sponsorship this role isunfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £41,700 per annumand/or the requiredskill levelset by UK Visas and Immigration.
We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.
Main duties of the job
To work in the PALS and Complaints Teamin ensuring that all enquiries and complaints are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
Compassion Accountability Respect Excellence
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; between 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Job description Job responsibilities
The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Knowledge Essential
Aware of role of Patient Advice and Liaison Service (PALS) and NHS Complaints Procedure Understanding of data protection and confidentiality
Desirable
Good understanding of the PHSO procedure
Experience Essential
NHS or equivalent health and social care experience relevant to the post Experience of talking to distressed and upset members of the public on the telephone and face to face. Experience of managing complaints Experience of resolving disputes at a local level Experience of working in a team
Desirable
Experience of using patient safety management systems including Ulysses, Datix or other risk management systems
Qualifications Essential
Minimum 5 GCSE's one of which should be English Language and/or equivalent relevant experience RSA11, NVQ3 or equivalent relevant experience Good General secondary education or relevant equivalent experience
Desirable
Evidence of continued professional development
Skills Essential
Good understanding of grammar and punctuation Ability to work in Microsoft word Ability to prioritise competing demands Ability to communicate sensitively and be able to manage challenging situations
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 Tameside and Glossop Integrated Care NHS Foundation Trust
Address Tameside Hospital
Darnton Road
Ashton Under Lyne
OL6 9RW
United Kingdom
Employer's website https://www.tamesidehospital.nhs.uk/ (Opens in a new tab)