Complaints Officer

People Management Provide advice and support on own area of responsibility complaints handling. Support training and induction of new staff in the complaints team. Supervises administrative staff on their day to day activities Participate in the recruitment processes of administrative staff Information Management. Be able to extract pre-arranged case management and performance reports from CRM to ensure effective day to day management of workflow. Maintain CRM in contemporaneous and full manner. Maintain administrative and information resources. Contribute to effective information management within the team. Promoting equality and reducing inequalities To uphold organisational policies and principles on the promotion of equality. To create an inclusive working environment where diversity is valued, everyone can contribute, and everyday action and ensure we meet our duty to uphold and promote equality. Partnership and cross boundary working To maintain positive working relationships with key
stakeholders such as the Parliamentary and Health Service Ombudsman, Healthwatch and complaints advocacy services. Leadership for transformational change To model a collaborative and influencing style of working, negotiating with others to achieve the best outcomes. Embedding this approach across the Directorate. Using insight and evidence for improvement To maximise the opportunity to learn from every complaint be it at practice level, ICB level or across the local (or even national) health economy. Developing an excellent organisation To ensure health, safety and wellbeing of all staff within the department. To ensure compliance with all confidentiality and governance requirements within the department. Research and Development: Undertake auditing of projects, services and initiatives. Carry out web based and publications research. Actively supports and contributes to the development of key performance indicators for the successful assessment of performance. Planning and Organisation:
Support implementation of project, service, initiative through timely and relevant information analysis and administrative support, in accordance with the agreed priorities of the team. Organise meetings or events and assist in the diary management requirements of individuals in connection with portfolio of work. Policy and Service Development: Propose changes to own project, service, and initiative work, informing policy and making recommendations for more effective delivery. Contribute to the review and development of existing project information management systems and contribute to the development of an integrated approach to project management.