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Band 6 Senior Customer Relations Officer

Birmingham & Solihull Mental Health NHS Foundation Trust
£35,392 to £42,618 per annum, pro rata
Closing date
23 Sep 2023

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Other Health Profession
Band 6
Contract Type
Full Time
An exciting opportunity has arisen to join Birmingham and Solihull Mental Health NHS Foundation Trust's Customer Relations Team, as a Senior Customer Relations Officer.

The Customer Relations Team is a public facing provision which encompasses the Patient Advice and Liaison Service (PALS) as well as the Complaints Department. The team work closely together to offer confidential advice, support and information for service users, their families and their carers. As well as supporting local resolution for complaints raised, and investigating formal complaints in line with NHS complaints standards.

The successful candidate will be expected to work across both elements of the service as required, however will primarily have oversight of the Complaints Department. We are looking for someone with significant experience in Customer Relations (or equivalent role) who has a thorough understanding of the national complaints standards and guidelines, as well experience in line management.

We are looking for someone who has excellent communication and interpersonal skills and an outstanding use of grammar and English language. Due to the nature of the contact we receive the successful candidate must be also be able to work well under pressure, and remain calm and compassionate no matter what the situation.

This role is diverse, stimulating, and offers a unique opportunity to learn in depth about the variety of services provided by the Trust.

Main duties of the job

Full details of the main duties for this post are available from the attached Job Description and Person Specification documents.

About us

Welcome to Birmingham and Solihull Mental Health NHS Foundation Trust. Our 4000 clinical and support staff help us to improve mental health wellbeing and meet the needs of the 70,000 people we serve each year. We provide a range of mental healthcare services across Birmingham and Solihull, as well as specialised services nationally. We also offer medical, nursing and psychology training and are proud of our international reputation for both research and innovation.

Our population is culturally diverse, characterised in places by high levels of deprivation which create an increasing demand for our services and a necessity for us to make sure everyone can access the help they need. We are a team of compassionate, inclusive and committed people working together to provide excellent care to support our community. If you are looking for a place to belong, where you can make a real difference to people's lives, join our team where our warm welcome is waiting for you.

Job description

Job responsibilities

For further information about the main responsibilities please view the attached job description and person specification.

This role gives the opportunity for hybrid working and you will typically be asked to work in a hybrid way, working from your home and also from Trust HQ The Uffculme Centre, or any other agreed site.

Person Specification



  • Extensive experience working in customer services


  • Experience working in NHS customer relations



  • GCSE or equivalent in English Language


  • Qualifications in complaints handling

English Spelling/Grammar


  • Excellent standard of written English including the correct use of grammar

Management Experience


  • Experience in line management and day to day supervision of staff



  • Knowledge of complaints management and relevant regulations

Employer details

Employer name

Birmingham and Solihull Mental Health NHS Foundation Trust


Hybrid - Home Working/ The Barberry

25 Vincent Dr


B15 2SJ

Any attachments will be accessible after you click to apply.


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