Senior Complaints Officer

NHS AfC: Band 6

Main area
NHS AfC: Band 6
Full Time 37.5 hours per week
Job ref
NHS England
£26,565 - £35,577 per annum
30/04/2018 23:59

NHS England leads the National Health Service (NHS) in England. We set the priorities and direction of the NHS and encourage and inform the national debate to improve health and care.

We want everyone to have greater control of their health and their wellbeing, and to be supported to live longer, healthier lives by high quality health and care services that are compassionate, inclusive and constantly-improving.

NHS England shares out more than £100 billion in funds and holds organisations to account for spending this money effectively for patients and efficiently for the tax payer. A lot of the work we do involves the commissioning of health care services in England. We commission the contracts for GPs, pharmacists, and dentists and we support local health services that are led by groups of GPs called Clinical Commissioning Groups (CCGs). CCGs plan and pay for local services such as hospitals and ambulance services.

We have devised a strategic vision for the NHS, along with our partners in health, called the Five Year Forward View. And now, with our partners, we are delivering that vision. This vision shows that we are getting serious about prevention, identifying and delivering improvements in health care, redesigning the NHS so it continues to meet the needs of patients, ensuring the NHS is financially sustainable and engaging the public in this whole process.

We strongly believe in health and high quality care for all, now and for future generations.

Please note, if the advertised role is based in London on an Agenda for Change Pay Band, it will attract a High Cost Area Supplement. If this post is an Executive or Senior Manager (ESM) role or Medical Leader position this supplement is not applicable.

We will not accept applications for this position by CV or via recruitment agencies.

An opportunity has arisen to join NHS England’s south complaints team as a Senior Complaints Officer.

NHS England south provides a complaints resolution service to NHS England for primary care and specialised commissioning services. Our team are experienced complaints resolution handlers providing a comprehensive service for patients and carers. We work with NHS England to provide local analysis to support the commissioning of health service improvements.

The post holder will manage primary care and specialised commissioning complaints for NHS England across south of England, please see job description for location. Working alongside regional teams and the customer contact centre colleagues, you will ensure all complaints are investigated and answered within specified timescales ensuring a responsive, high quality service to the public.

The post holder will have experience of managing primary care complaints and skilled in navigating complex situations with senior stakeholders.

We are seeking applications from individuals with enthusiasm for driving forward improvements in complaints handling, with experience of managing complex complaints and with passion for improving the quality of services NHS England delivers to the public.

Please read the job description and person specification to ensure you meet the set criteria before applying.

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