Complaints Facilitator

An exciting development opportunity has arisen with the central complaints team for a Band 6 Complaints Facilitator. Supporting the Corporate Board and the Private Patients complaints team, the purpose of this role will be to provide a comprehensive and high-quality complaints service to our patients and relatives, with a focus on early resolution. Day to day duties will include managing the central complains team as part of a rota system, managing a caseload of complaints from initial contact to providing a quality response that demonstrates learning and empathy, liaising with clinical teams and producing reports to support improvement work.

At least two years previous working knowledge and experience of the NHS complaints regulations is essential. Excellent verbal and written communication skills to develop and deliver high quality communications and reporting are vital to this role, as well as strong IT and interpersonal skills. You will also have a high level of attention to detail and problem solving skills which enable you to take ownership and accountability of the complaints process and identify areas where performance and service deliverables can be improved.

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research. We provide first-class acute and specialist services across eight sites:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing), We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.