Resolution Caseworker

North West Ambulance Service NHS Trust
£28,407 to £34,581 per annum
Closing date
1 Oct 2023

View more

Other Health Profession
Band 5
Contract Type
Full Time
An exciting opportunity has arisen to become an integral member of the Resolution Team, managing complex complaints from our patients and service users.

We are committed to providing the required knowledge and skills to either start or continue your development in this field of complaint handling and investigations.

Main duties of the job

The successful candidate should have a keen interest in improvement, and enabling positive change and feedback throughout all areas of the service that NWAS provides. We work closely with service lines throughout NWAS, inclusive of Paramedic Emergency service, Patient Transport Service and Emergency Operations Centre. We would therefore welcome candidates with experience or knowledge of the services that NWAS provides, and those who can build on these already strong relationships needed to enhance complaint investigations.

Communication, both verbal and written is a key element of the role. On occasion, you may be asked to travel across the region to meet with complainants and other services in person and as such, the successful candidate will require excellent communication skills when meeting people face to face.

For more information about this vacancy, please contact Gary Pedder, Resolution Officer.

0151 452 1638

About us

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Job description

Job responsibilities

Please ensure that your read the full Job Description and Person Specification before applying for this role.

Person Specification

Skills / Competencies


  • Ability to maintain confidentiality and deal with situations in a sensitive manner.
  • Able to communicate across wide demographic boundaries in an appropriate manner both verbally and in writing.
  • Respects and applies patient confidentiality at all times Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols
  • Ability to negotiate and influence persuasively, to command confidence and respect from internal colleagues and external stakeholders.
  • Strong problem solving and reasoning skills.
  • Committed to Continuing Professional Development.
  • Multi-tasking skills to co-ordinate multiple investigation activities.
  • Ability to manage competing priorities within the workload and meet deadlines.
  • Ability to produce detailed investigation reports.
  • Ability to design and implement changes to improve systems and processes.
  • Presentation skills.
  • Ability to analyse complex data and the identification of trends.

Qualifications and Knowledge


  • 2 A levels or equivalent / NVQ level 4 or equivalent experience in customer service / complaint handling or similar.



  • Knowledge and understanding of complaint handling and robust experience of completing investigations within the NHS or healthcare setting or within a multi site / multi disciplinary organisation.
  • Experience of dealing with external stakeholders, including patients, relatives and other Healthcare Providers.
  • Excellent IT skills.


  • Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.

Employer details

Employer name

North West Ambulance Service NHS Trust


Complaints & Legal Services

Estuary Point


L24 8RL

Any attachments will be accessible after you click to apply.


Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert