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Administrator

NHS AfC: Band 4

Main area
Complaints
Grade
NHS AfC: Band 4
Contract
Permanent
Hours
Full Time 37.5 hours per week
Job ref
990-NHSE10023L-A
Site
London Skipton House
Town
London
Salary
£20,150 - £23,363 per annum
Closing
19/08/2018 23:59

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 strongly believe in health and high quality care for all, now and for future generations and 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, and we support local health services that are led by 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.

If the advertised role is based in London on an Agenda for Change Pay Band, it will attract a High Cost Area supplement. This supplement is not applicable to Executive or Senior Manager or Medical Leader positions. For positions offered on a part time basis, 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.

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.

Interviews are expected to be the week beginning 10th September 2018.

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Applicant requirements

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
011380 70619