About this role
Job summary
We are seeking a proactive and organised Complaints Administrator to support the delivery of an effective and responsive complaints service.
The core purpose of this role is to provide high-quality administrative support to ensure patient concerns and complaints are managed efficiently, sensitively, and in line with NHS procedures.
This role would suit someone with strong organisational and communication skills, who is able to handle sensitive information with professionalism and empathy. You will be a team player with a keen eye for detail, capable of managing competing priorities and working to deadlines in a busy environment.
This is an excellent opportunity to contribute to improving patient experience and to work within a supportive team committed to learning and service improvement.
The core working hours for this role are 8:00am to 4:00pm, Monday to Friday. Further details will be discussed at interview.
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Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.
Main duties of the job
We are looking for a motivated and organised Complaints Administrator to support the effective management of patient complaints. In this role, you will provide essential administrative support to ensure complaints are handled efficiently, sensitively, and in line with NHS policies and timescales.
You will be responsible for logging and tracking complaints and acting as a key point of contact for patients and staff. This is a varied role that requires excellent attention to detail, strong organisational skills, and the ability to communicate with empathy and professionalism.
We are seeking a candidate who is:Highly organised, with the ability to manage multiple tasks and meet deadlines.
A confident communicator, both written and verbal, with a professional and compassionate approach.
Experienced in administrative work, ideally within a healthcare or public sector setting.
Proficient in using IT systems, including Microsoft Office, and able to accurately input and manage data.
Able to handle sensitive and confidential information with discretion.
A team player who can also work independently using their own initiative.
Skilled in dealing with challenging or sensitive situations in a calm and respectful manner.
This is an excellent opportunity for someone who is passionate about improving patient experience and wants to play a key role in supporting a responsive and effective complaints service.
About us With a new hospital planned for Watford, work underway to update theatres at St Albans City Hospital and plans for a neighbourhood healthcare centre in Hemel Hempstead, this is an exciting time to join us. We are building on the success of our award-winning virtual hospital and re-imagining models of care, working closely with partners and making the most of advances in digital healthcare. Staff wellbeing and development are a priority, as is the role of innovation in improving clinical care, outcomes and patient experience. Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others. We offer a variety of flexible working options as we recognise the importance of a good work life balance.www.westhertshospitals.nhs.uk/flexibleworking If you have a disability or long-term health condition and require support or guidance please [email protected] If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form. We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job description Job responsibilities
Provide administrative support to the complaints team in line with NHS complaints regulations and local policy.
Log new complaints, enquiries, and concerns onto the complaints management system (Datix) accurately and in a timely manner.
Act as a point of contact for complainants, providing updates and handling queries sensitively and professionally.
Acknowledge complaints and ensure correspondence is sent within required timescales (3 working days).
Manage incoming telephone calls and emails, responding to queries where appropriate and directing calls to the relevant team or individual.
Maintain and update complaint records, ensuring all documentation is complete, accurate, and securely stored.
Support team with complaint triaging process.
Person Specification
Education and qualifications Essential
Good general education with a minimum of 5 GCSE or equivalent to include English Language at Grade C or above.
Desirable
Secretarial qualification
Knowledge Essential
Use of Microsoft Office Applications, particularly Word, Excel, Adobe Reader, PowerPoint, and Outlook. Be aware of confidentiality and data protection when handling sensitive information.
Desirable
Previous use of Datix, or similar database. Current NHS experience and or practical experience and knowledge of the NHS complaints procedure.
Experience Essential
Experience in an administrative post
Desirable
Experience of NHS work and/or in a complaints department
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name West Hertfordshire Teaching Hospitals NHS Trust
Address Watford General Hospital
Watford
WD18 0HB
United Kingdom
Employer's website http://www.westhertshospitals.nhs.uk (Opens in a new tab)