About this role
Job summary
We are seeking a highly motivated and experienced Complaints & Customer Liaison Manager to lead the delivery of a responsive, compassionate and high-quality complaints service across Locala Community Partnerships.
This is a key leadership role responsible for ensuring that patient feedback including complaints, concerns and compliments is managed effectively, professionally and within statutory requirements. You will play a vital part in improving patient experience by embedding learning and driving service improvements across the organisation.
Key Responsibilities
Leadership & Service Management
Lead and manage a comprehensive complaints and customer liaison service from initial contact through to resolution Line manage the Customer Liaison Officer, ensuring effective administration and service delivery Ensure all complaints, concerns and comments are logged, investigated and responded to within agreed timescales Oversee robust processes for assessing complaint severity, identifying risk and ensuring appropriate escalationExpert Advice & Stakeholder Engagement
Act as the organisations expert advisor on complaints handling and investigation Support colleagues in managing sensitive cases, ensuring professionalism and empathy throughout Liaise with patients, carers, internal teams and external agencies (e.g. NHS England, PHSO, CQC, Advocacy Services) to achieve the best outcomes
Main duties of the job
For full details of the role, responsibilities and qualifications required please see the Job Description and the Person Specification
About us
About us Here at Locala we are part of the community and have often cared for generations within the same family and continue to be part of the NHS family also delivering care under the same ethos. Locala is a 'Disability Confident' employer and as such any disabled applicants who meets all the essential criteria are guaranteed to be invited to the assessment process. Just a few of the benefits you can enjoy:-
Flexible working - We are committed to supporting our colleagues to have a good work-life balance and welcome conversations about flexible working wherever possible.Generous pension - We offer a generous, defined contribution, pension scheme with matched contribution + 2% up to a maximum of 8%Refer a Friend Scheme - If you know a friend or family member who works at Locala on a substantive contract, you may be able to take advantage of our Refer a Friend Scheme. You both could receive a reward of £500 each, after you have successfully started your role with us.
Job description Job responsibilities
For full details of the role, responsibilities and qualifications required please see the Job Description and the Person Specification
Person Specification
Experience Essential
For full details of the role, responsibilities and qualifications required please see the Job Description and the Person Specification
Desirable
For full details of the role, responsibilities and qualifications required please see the Job Description and the Person Specification
Qualifications Essential
For full details of the role, responsibilities and qualifications required please see the Job Description and the Person Specification
Desirable
For full details of the role, responsibilities and qualifications required please see the Job Description and the Person Specification
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 Locala Health and Wellbeing
Address Fartown Health Centre, Spaines Road, Huddersfield HD2 2QA
Huddersfield
HD2 2QA
United Kingdom
Employer's website https://www.locala.org.uk/ (Opens in a new tab)