Complaints Facilitator

Job summary

Complaints Facilitator - 22.5 hours

If you would like to be part of a hard working and dynamic team to work with then please read on...

A rare and exciting opportunity has arisen within the PALS and Complaints Team here at Stepping Hill Hospital. We are seeking to fill the vacancy of a part time Complaint Facilitator, Band 5.

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role isunfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £25,000 per annumand/or the requiredskill levelset by UK Visas and Immigration.

We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.

Main duties of the job

The role is responsible for coordinating formal complaint investigations across the Trust, working closely with clinical and non-clinical staff to ensure all concerns are thoroughly investigated. This includes reviewing medical records and other relevant documentation, gathering evidence, and providing expert guidance throughout the investigation process. The post holder will compile and draft comprehensive, compassionate, and high-quality written responses to complaints on behalf of the Chief Executive, ensuring they are written to an exceptional standard of English and grammar, address all issues raised, clearly explain the findings of the investigation, and outline any learning or actions taken as a result of the complaint.

About us

We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Benefits we offer to you:

• Between 27-33 days of annual leave plus bank holidays
• NHS pension scheme membership
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• NHS Staff discounts
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union- for local financial advice

Job responsibilities

The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person specification

Education & Qualifications

Essential

• High standard of English and an ability to convey information accurately, succinctly and in a sensitive manner, verbally and in writing, and an ability to coach others to do so
• Degree or equivalent qualification or relevant experience

Desirable

• Experience of PALS and complaints in an NHS setting
• Customer care training
• Management training

Knowledge

Essential

• Knowledge of NHS complaints legislation
• Knowledge and understanding of clinical governance, risk management and patient experience
• Highly developed specialist knowledge underpinned by theory and experience
• Knowledge and understanding of equality, diversity and inclusion

Experience

Essential

• Ability to manage, understand and interpret complex complaints
• Ability to support the formulation and delivery of training
• Excellent written and verbal skills, including report writing
• Excellent interpersonal and relationship building skills including interviewing
• Experience of working with a wide range of staff at all levels

Desirable

• Experience of producing analytical reports
• Experience of using the Risk Management system, Datix