Complaints Manager- Band 7

Berkshire Healthcare NHS Foundation Trust is looking to recruit an experienced Complaints Manager. To provide leadership to the process of complaint handling across the Trust, line management for the Complaints Officer and to deputise for the Head of Service Engagement and Experience in their absence.

The post holder is the Trust's responsible officer for ensuring robust systems are in place for the effective management and co-ordination of complaints received into the Trust. The Complaints Manager will work autonomously to provide leadership and direction to ensure that the Trust manages complaints efficiently in line with the Complaint Regulations 2009 and the 'Ombudsman's Principles' publicised by the Parliamentary and Health Service Ombudsman.

The Complaints Manager will support and contribute to the work of the Localities in utilising patient feedback through complaints and the analysis of trends to proactively improve the patient experience. The Complaints Manager will promote customer focused services and be the primary point of contact for complainants, their carers, Advocates and Ombudsman on the telephone, face to face or via e-mail as necessary.

This is a full-time post, which can be worked flexibly. The post holder will primarily work from home

Main duties of the job

• Ensure that all complaints are acknowledged within three working days of receipt and responses do not breach 25 days.
• Meet regularly with internal teams to share and discuss new cases.
• Responsible for ensuring all internal and external reporting requirements are met.
• Deliver the Trust's Complaint Handling Training and ensure staff are trained and confident in the investigation of complaints.
• Reinforce the importance of learning from complaints in line with the patient experience work plan and ensuring Trust Corporate objectives are achieved within the agreed timescales.
• Responsible for maintaining the Trusts good working relationships with all key external agencies and stakeholders.
• Work in collaboration with Service Managers and Clinical Directors to ensure all learning and recommendations from complaints are implemented and monitored.
• Responsible for the development, review and implementation of the Trust Complaints policy, local protocols, and procedures to reflect changes to national guidelines.
• To assist the Head of Service Engagement and Experience to identify and implement strategies to improve the Trusts' performance for complaints.
• To undertake regular audits and analysis to determine outcomes and identify emerging themes.
• Responsible for the leadership and support of the Complaints support staff

About us

Berkshire Healthcare NHS Foundation Trust isa specialist mental health and community health services trust. Rated 'outstanding' by the CQC, we're committed to providing the best possible care to people across Berkshire.

We value diversity and are proud to be a Stonewall Top 100 Employer.We work hard to create an inclusive environment where you'll be supported by friendly and professional colleagues to flourish.

Our values at Berkshire Healthcare:

• Caring for and about you is our top priority
• Committed to providing good quality, safe services
• Working Together with you to develop innovative solutions

We welcome people who share these values to come and work for us.

Benefits of working for us include:

• Flexible working options to support work-life balance.
• 27 days' annual leave rising with service + opportunity to buy and sell.
• Generous NHS pension scheme
• Excellent learning and career development opportunities
• 'Cycle to Work' and car leasing scheme
• Access to a range of wellbeing tools and services
• Discounts at hundreds of popular retailers and restaurants
• Staff networks for race, diversity, disabilities, and armed forces community to support equality.
• Generous maternity, paternity, adoption, and special leave.
• Free parking across Trust sites

Job description

Job responsibilities

The must haves for this role:

• Knowledge and/or experience of the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

• Exceptional written and verbal communication skills.

• To be able to challenge senior colleagues constructively.

• The ability to create a positive working environment is essential in a Complaints Office

If youre someone who shares our passion for excellence and care, join us and lets be outstanding together.

We welcome a conversation about flexibility and any other questions you may have. Please dont hesitate to call: Kim Dellman, Complaints Manager via Kim.Dellman@berkshire.nhs.uk or Elizabeth Chapman, Head of Service Engagement and Experience Elizabeth.chapman@berkshire.nhs.uk wholl be delighted to help.

We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where required.

Person Specification

Education/Qualifications/Training

Essential

• Educated to degree level or equivalent experience.
• Communication skills training
• Conflict Resolution and de-escalation skills
• Investigating Officer Trained

Continuous Professional Development

Essential

• Evidence of continued professional development

Previous Experience

Essential

• Demonstrable experience of working in a clinical or other pressurised service delivery environment
• Demonstrable experience of handling complaints
• Experience of working at a corporate/senior level in a similar organisation
• Working experience of clinical risk management or governance
• Experience of working within the NHS or in a Complaints/Risk Management role

Desirable

• Knowledge/understanding of Mental Health/Physical Health

Employer details

Employer name

Berkshire Healthcare Foundation Trust

Address

Head of Service Experience & Engagement

London Road

Bracknell

RG12 2UT

Any attachments will be accessible after you click to apply.

371-CS053