Complaints Lead | Maidstone and Tunbridge Wells NHS Trust
| Posting date: | 18 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £35,392 - £42,618 per annum pro rata |
| Hours: | Full time |
| Closing date: | 18 May 2024 |
| Location: | Maidstone, ME16 9NT |
| Company: | Maidstone and Tunbridge Wells NHS Trust |
| Job type: | Permanent |
| Job reference: | 6188537/359-6188537-T3 |
Summary
An exciting opportunity has arisen to join the complaints team at Maidstone and Tunbridge Wells NHS Trust as a Complaints Lead. We are looking for an experienced and self-motivated individual to work full-time within our small and dedicated team.
The ideal candidate will have experience of working in complaints within an NHS or social care setting, with a good working knowledge of the relevant legislation. An outstanding communicator, the successful applicant will be able to deal confidently and compassionately with a wide range of service users, including the public, advocates, other agencies and staff within the organisation at all levels, and provide expert advice to staff and the public alike. Given the nature of the work, the ability to effectively manage challenging situations and behaviours is crucial, along with a high level of resilience and emotional intelligence.
The successful applicant will manage a defined case load of complaints, but will need to be adaptable and flexible to meet the wider needs of the service, providing cross-cover for their colleagues, in order to support the Trust to meet its performance targets.
The ability to work independently and creatively while demonstrating political awareness is essential. You will need an enquiring mind and excellent analytical and report writing skills. Attention to detail and proof-reading skills are also essential.
Occasional attendance at external events may be required, where you will act as a representative of the Trust. A familiarity with using case management systems such as Datix and InPhase, and RCA techniques would be an advantage. Applications are invited from candidates with or without a clinical background.
Candidates should be aware that the Trust has multiple sites and all staff may be required to work at any of them. Opportunities for blended home working are available.
Maidstone and Tunbridge Wells NHS Trust is a large acute hospital Trust in the county of Kent.
The Trust provides a full range of general hospital services and some areas of specialist complex care to around 760,000 people living in the south part of West Kent and the north part of East Sussex.
The Trust’s core catchment areas are Maidstone and Tunbridge Wells and their surrounding boroughs. We work from two main clinical sites: Maidstone Hospital and Tunbridge Wells Hospital at Pembury. Tunbridge Wells Hospital opened in 2011 and provides single rooms with en-suites for all in-patients – the first of its kind in the country.
We employ over 6,500 full and part-time staff in a huge range of clinical and non-clinical roles across both of our hospital sites.
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
Please note that appointment to this post will be subject to a satisfactory Disclosure & Barring Service Check atStandard Level.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
Interview Date: TBC
This advert closes on Wednesday 1 May 2024
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.