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Complaints Co-ordinator

Mersey Care NHS Foundation Trust
£28,407 to £34,581 a year pa
Closing date
28 Nov 2023

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Other Health Profession
Band 5
Contract Type
Full Time
Receive, provide, and process highly confidential, sensitive information relating to complaints/concerns from individuals about Trust services, ensuring adherence to the NHS and Trusts complaints procedures, and using tact and diplomacy to achieve resolution.Provide an effective service to support the review of complaints/concerns and monitor the services learning and response to complaints using the Risk Management system.

Produce reports, analyse data, draft complaint/concern correspondence and information.

Shortlisting planned for 27 November.

Interviews planned for 6 December.

Main duties of the job

Mersey Care NHS Foundation Trust is currently seeking to recruit to the positions of Complaints Co-ordinator as part of the PALS and Complaints Team, this post supports the delivery of the Trust's Complaints Policy where learning from complaints and resolving concerns is essential.

We are looking for a positive, pro-active individual with proven communication skills, highly organised with an understanding of the Just and Learning Culture and the Trust values.

The successful candidate should have excellent interpersonal and negotiating skills, the ability to work to deadlines often under pressure and have good analytical and report writing skills. You will need to be empathetic, self-motivated and have excellent written communication and leadership skills.

This is a permanent position and will be based at the Hollins Park Hospital, Warrington.

About us

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 11 million people.We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.

Job description

Job responsibilities

The post holder will implement policies connected with the complaints process, ensuring compliance with standards, timescales and targets, and identifying qualitative and clinical issues.

Meet regularly with service management teams, provide and receive highly sensitive, complex information. Discuss reports and data, and gain the cooperation of others in implementing improvements to patient care identified in individual investigations, promoting and demonstrating a continuous quality improvement process throughout.

Interpret and analyse data, report on identified trends, and produce reports and recommendations on good practice or further action for various committees, outside bodies, and all management levels up to and including the Trust Board.

Person Specification



  • Five GCSEs (or equivalent) including English at C grade or above


  • Educated to A-Level or equivalent qualification.
  • RSA Level II or equivalent
  • ECDL or equivalent experience.



  • Knowledge of Data Protection and Information Governance
  • A minimum of 3 years experience at band 4 or above in the area of NHS administration
  • In-depth knowledge and experience of mainly non-routine processes and procedures within an NHS setting
  • Providing and receiving complex, contentious, sensitive or emotive information
  • To provide accurate collection and recording of confidential data
  • Of providing mediation or customer care related services.
  • Operate within any organisational codes of practice or those from a relevant professional body
  • To take responsibility for ensuring all personally identifiable information is protected and used only for the purposes for which it was intended
  • Comply with all health and safety legislation and local policies and procedures.
  • Adhere to all organisational policies.


  • Have worked for 3 years or more with in PALS, complaints, incidents or legal services
  • Supervisory experience in an NHS setting
  • Knowledge of the Human Right Act, Race Relations Amendment Act, Mental Health Act and the Mental Capacity Act



  • Effective communication skills
  • Conflict resolution, negotiation and re-assurance skills
  • Ability to gather information, facts and evidence relating to a wide range of issues and from different sources.
  • Relates easily to a wide variety of people
  • Uses empathy and diplomacy when dealing with queries and sensitive issues
  • Has good organisational skills and reacts appropriately to changing requirements
  • Understands and maintains principles of confidentiality
  • Copes under pressure
  • Ability to prioritise own work load effectively and meet agreed deadlines

Employer details

Employer name

Mersey Care NHS Foundation Trust


Hollins Park House, Hollins Park Hospital

Hollins Lane



Any attachments will be accessible after you click to apply.


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