- NHS AfC: Band 4
- Full time 37.5 hours per week
- London Skipton House
- £19,409 - £22,683 per annum
- 29/04/2018 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.
As a Complaints Administrator, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints.
In particular the post holder will provide and coordinate administrative and secretarial services; including for example, the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of complaints, gathering information and undertaking enquires as and when is necessary for the head of department, teams and the department.
The Complaints Administrator provides a triage service on behalf of the Regional Complaints Team in terms of all new incoming work into the team.
The Complaints Administrator will provide a “front of house” service to complainants, service providers and all stakeholders
The Complaints Administrator will oversee standardised elements of the complaints process including acknowledgement, consent, records management, liaison with the Parliamentary and Health Service Ombudsman regarding requests for files
The Complaints Administrator will ensure that the Customer Relationship Management (CRM) database is up to date and any contact and/or activity relating to a complaint is contemporaneously documented in the system (with attachments when relevant).
The Complaints Administrator may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the complaints process.
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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Further details / informal visits contact
Joe Johnson - Head Of Complaints