Complaints Officer - North England - Health Care - £26-28k + Car + Mobile + Laptop + Pension
Complaints Officer - North England - Health & Social Care - £26-28k + Car + Mobile + Laptop + Pension
Our client one of the UK’s leading care and social car providers in the UK are seeking an accomplished Complaints Officer to assist in the handling and expedition of complaints control within their care homes and independent hospitals. This is a field-based role working from a home base covering the North of England from the South Midlands up to the Scottish Borders. With nearly 30 years’ experience and more than 200 care homes including independent hospitals and are certainly one of the UK’s foremost care providers.
As a Complaints Officer you’ll use your empathy and skills to deal with situations in a way that helps our client to deal with complaints and related issues at an early stage to assist in de-escalation and management, move forward, and deliver the quality care and support that their residents deserve.
Essentially the right candidate will manage Stage 1, 2 and 3 complaints which will be usually at care home level, you will be responsible for investigating why they have occurred and what changes can be implemented to improve the service and avoid future complaints in these areas. This will be done by meeting with residents and relatives to support local resolutions within the expected timeframes. You will draft, review, quality check and amend divisional responses to ensure the that the responses are fair, accurate, detailed, appropriate, in keeping with the corporate image, facilitate resolution of the issues, identify actions and are presented to the highest standard, day-to-day, this means you could be doing anything from finalising a report after your analysis of a situation to visiting a care home to interview a staff member, a resident, or a resident’s family. This would entail liaising with staff concerned if there are any disputes regarding the content of the prepared response.
In terms of the reporting element of this opportunity, you will ensure that divisional trends and themes are captured so that robust reporting mechanisms can be put in place. Our client will rely on the newly appointed Individual to resolve issues fairly, sensitively and efficiently - an urgent complaint might come in that calls for an immediate visit, you’ll always be well-organised and flexible. In the role of Complaints Officer, you’ll have the chance to make a real difference to the lives of our client’s customers while being truly valued and respected for what you do.
To be considered to join our clients organisation as a Complaints Officer you will ideally have experience in a similar role within a healthcare organisation - and any clinical experience will be very beneficial, but not mandatory. It is essential that you are flexible when it comes to travel and have a full, clean driving licence. You will be objective, analytical and yet empathetic with excellent communication skills that will help you to connect with people at different levels, including residents living with dementia, as well as to write insightful and incisive reports. As a self-motivated and resilient individual, you’ll be able to work under pressure and play a part in making sure quality care always comes first.
This is a challenging role, career pathway and progression are superb, you will also have responsibility to control the allocated budget, utilise resources effectively and provide statistical returns on the service as requested. Competitive salary, our client provides a superb package including the following; Free Learning & Development, Profit Share Scheme, Childcare Vouchers, Retail Discounts, Leisure Savings, Holiday & Travel Discounts, Rewards Points.
- Customer Service
- Health Care
- Social Care
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