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Complaints Administrator/Personal Assistant

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East Lancashire Hospitals NHS Trust

12d ago

  • Job
    Full-time
    Junior, Mid & Senior Level

AI generated summary

  • You must provide high-quality administrative support, coordinate complaints professionally, ensure compliance with policies, attend necessary training, and work flexibly.
  • You will provide high-quality administrative support, coordinate complaints, ensure compliance with Trust policies, attend training, and work flexibly within your competencies.

Requirements

  • - Provide a comprehensive, high quality, administrative Personal Assistant and secretarial service the Directorate Manager (DM) / Directorate Matrons
  • - Provide ad hoc support to other staff within the relevant area
  • - Be complaints co-ordinator for the ED/Acute Directorate ensuring all complaints are dealt with in a speedy professional and caring manner
  • - Ensure that personal actions and conduct comply with the Trust Policies and Procedures, e.g. Health and Safety, Tobacco Control Policy, Equal Opportunities, Confidentiality, Data Protection Act (1998) and Moving and Handling Regulations
  • - Attend training courses as required, e.g. induction, moving and handling, fire lectures etc.
  • - Conduct duties with regard to values and underpinning the Trust’s vision
  • - Post holders are expected to work flexibly within their pay band
  • - They should only be expected to carry out activities for which they are competent
  • - Alternatively, they may carry out the additional duties if they are receiving support or training in order to obtain the recognised level of competence
  • - The Trust operates a Tobacco Control Policy

Responsibilities

  • - Provide a comprehensive, high quality, administrative Personal Assistant and secretarial service to the Directorate Manager (DM) / Directorate Matrons and provide ad hoc support to other staff within the relevant area.
  • - Be the complaints co-ordinator for the ED/Acute Directorate ensuring all complaints are dealt with in a speedy professional and caring manner.
  • - Ensure that personal actions and conduct comply with the Trust Policies and Procedures, e.g. Health and Safety, Tobacco Control Policy, Equal Opportunities, Confidentiality, Data Protection Act (1998) and Moving and Handling Regulations.
  • - Attend training courses as required, e.g. induction, moving and handling, fire lectures etc.
  • - Conduct duties with regard to values and underpinning the Trust’s vision: If it is about me, involve me; Working together with partnership; Aspiring to excellence; Ongoing improvement of our service; This is my role and I want to carry it out to the best of my ability.
  • - Work flexibly within their pay band and carry out only activities for which they are competent.

FAQs

What is the main role of the Complaints Administrator/Personal Assistant?

The main role is to provide a high-quality administrative and secretarial service to the Directorate Manager and Directorate Matrons, while also acting as the complaints coordinator for the ED/Acute Directorate.

Will I be responsible for handling complaints?

Yes, you will be responsible for ensuring that all complaints are dealt with in a speedy, professional, and caring manner.

Are there specific policies I need to follow?

Yes, you are required to comply with the Trust Policies and Procedures, including Health and Safety, Confidentiality, and the Data Protection Act.

Will I receive any training?

Yes, you will attend training courses as required, such as induction, moving and handling, and fire lectures.

Is flexibility in work tasks expected?

Yes, post holders are expected to work flexibly within their pay band and may carry out additional duties if they are supported or trained to obtain the necessary competence.

What values underpin this role?

The role is underpinned by values such as involving patients in their care, working together in partnership, aspiring to excellence, ongoing improvement of services, and a commitment to performing your role to the best of your ability.

Is the workplace smoke-free?

Yes, the Trust operates a Tobacco Control Policy.

Can I carry out duties that I’m not yet competent in?

You may carry out additional duties if you are receiving support or training to achieve the recognized level of competence.

Will I be supported by other staff?

Yes, you will provide ad hoc support to other staff within the relevant area as required.

What is the work environment like?

The work environment is supportive and focused on providing high-quality service and care, reflecting the Trust’s vision and values.

East Lancashire Hospitals NHS Trust

Delivering safe, personal and effective care

Science & Healthcare
Industry
5001-10,000
Employees
2003
Founded Year

Mission & Purpose

East Lancashire Hospitals NHS Trust provides comprehensive healthcare services across several hospitals in East Lancashire, including emergency care, surgery, and specialized treatments. Their ultimate mission is to deliver high-quality, patient-centered care while improving health outcomes and promoting well-being. Their purpose is to ensure accessible, effective, and compassionate healthcare for the communities they serve, focusing on both immediate and long-term health needs.