Complaints Officer

NHS AfC: Band 5

Main area
Complaints
Grade
NHS AfC: Band 5
Contract
Permanent
Hours
Full Time 37.5 hours per week
Job ref
990-NHSE10257S
Site
Sanger House, Unit 5220 Valiant Court, Gloucester Business Park, Brockworth, Gloucester, GL3 4FE
Town
Gloucester
Salary
£22,128 - £28,746 per annum
Closing
03/06/2018 23:59
Interview date
06/06/2018

NHS England leads the NHS in England, setting the priorities and direction of the NHS and informing the national debate to improve health and care.

We want everyone to have greater control of their health and 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 their spending. Our work involves the commissioning of health care services in England, commissioning 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). We have devised and are delivering a strategic vision for the NHS, along with our partners in health, called the Five Year Forward View. 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. If you are taking up this post on a part time basis, your salary and any allowances will be adjusted pro rata.

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

The NHSBSA is responsible for the processing of your application; a privacy notice is attached to advise you on how we will process your personal data.

A permanent opportunity has arisen to join NHS England’s South (South West) complaints team as a 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, managing complex complaints and with passion for improving the quality of services NHS England delivers to the public.

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Further details / informal visits contact

Pauline Rowles

Complaints Manager

NHS England South West

Pauline.rowles@nhs.net