FAQs
What is the primary role of a Complaints Officer?
The primary role of a Complaints Officer is to support patients, their relatives, friends, and carers in providing feedback and managing the complaints process, specifically focusing on maternity and neonatal services.
What skills are essential for the Complaints Officer position?
Essential skills include compassion, empathy, excellent administration, organizational abilities, typing skills, effective communication, and the ability to work in a busy environment and manage multiple tasks.
What type of work environment can I expect as a Complaints Officer?
You can expect a busy work environment where you will be engaging with service users, some of whom may be upset or challenging.
Will I receive training for this role?
Yes, support and training will be provided to help you excel in this position.
What systems or software should I be familiar with for this role?
A good working knowledge of Trust systems and processes, as well as proficiency in Microsoft Outlook, Word, and Excel, is required.
Is previous experience necessary to apply for this job?
Previous applicants need not apply; however, relevant experience in a similar role will be beneficial.
What is the team's focus within the Patient Experience & Engagement Team?
The team focuses primarily on managing complaints, concerns, compliments, and comments specifically related to the Family Health Care Group, with an emphasis on maternity and neonatal services.
Who should I contact for further information about this position?
For further details or to arrange an informal visit, you can contact Joanne Hawkins, the Complaints & PALS Lead, at Joanne.Hawkins@nuh.nhs.uk.
How does the organization view diversity in applications?
The organization actively encourages applications from individuals who identify as Black, Asian, and Minority Ethnic, or Disabled, as they strive for better representation.