Complaints Case Handler (XN04)

Dyddiad hysbysebu:	01 Awst 2025
Cyflog:	£27,485 i £30,162 bob blwyddyn
Gwybodaeth ychwanegol am y cyflog:	£27485 - £30162 a year
Oriau:	Llawn Amser
Dyddiad cau:	22 Awst 2025
Lleoliad:	Leeds, LS1 3EX
Cwmni:	NHS Jobs
Math o swydd:	Parhaol
Cyfeirnod swydd:	C9298-CFN-0119

Crynodeb

JOB PURPOSE The Complaints Case Handler is a key member of the Complaints and wider Patient Experience Team, ensuring that complaints are handled in accordance with local and national policies and guidance. This role plays an important part in the organisation, ensuring complaints are investigated fairly, thoroughly, and within clear timeframes, with the aim of resolving and responding to complaints wherever possible locally and promptly. The postholder will be required to manage the receipt of complaints and liaise with patients and family members. The postholder will work in collaboration with clinical and operational teams to achieve an appropriate resolution and will remain the single point of contact for the person raising the concern throughout the process. To provide support, advice, and guidance to all levels of staff, ensuring that statutory and organisational requirements are met, and that formal complaint handling delivers the best outcome for the enquirer and the service. To facilitate effective, efficient, and confidential handling of formal complaints across the Trust using discretion, initiative, tact and diplomacy. This will include the maintenance of appropriate administrative systems including the central formal complaints database, the checking of responses to the enquirer, and to assist in the collation of reports and delivery of training sessions. 3. JOB DIMENSIONS The Patient Experience Team comprises of a number of services including, complaints, PALS, Friends and Family (FFT), Partners Programme, Patient Carer and Public Involvement (PCPI), Volunteering and Interpreting Services. The PET delivers the Trust complaints, PALS, patient involvement, national survey , patient feedback, interpreting, volunteering, and patient equality and diversity functions. 4. ORGANISATIONAL CHART 5. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY The successful candidate will be confident with IT systems, an excellent communicator and have a keen eye for detail. They will be expected to use their initiative, working both independently and as part of a team, managing their workload and working to deadlines. Organisational skills Arrange virtual and face to face meetings in a timely manner, which on occasion may be complex, requiring manipulation of diaries and rearranging existing diary appointments. Coordinate careful planning of complaint resolution meetings with Clinical Service Units (CSU) and complainants, including ensuring the correct materials and equipment are available in advance, providing additional support as requested. Assist team members with preparation for presentations/training meetings/briefings to CSUs, compiling relevant promotional pieces and documents where appropriate. Respond to incoming emails, ensuring urgent items are dealt with in a timely manner. Answer queries regarding complaints progress, using judgement to resolve or escalate as appropriate and in a timely manner. Respond quickly to provide ongoing support to clinical colleagues in relation to formal complaints management. Respond quickly to requests for access to information relating to complaints, enabling CSU colleagues to access the services to support patient care. Maintain accurate records of all complaint interactions with team members, complainants, Risk Management, or associated CSU`s. Provide cross cover for colleagues during periods of absence, when required. Undertake any necessary skills, training, updates, and mandatory training as appropriate. Support with welcoming, inducting, training, mentoring of new staff into the team as required. Organise and prioritise workload and work flexibly in response to competing demands and is adaptable. Receive, record and facilitate investigation of all formal complaints. Be prepared to deal with difficult situations face to face and by telephone and to deal appropriately with very upset and challenging enquirers. Review and prepare the Trusts response to formal complaints. This will include reviewing the issues and deciding upon the right response, with guidance from the Complaints Case Manager Providing solutions for queries and concerns of mixed complexity, for example, triaging incoming complaints/concerns and making assessments for which service (PALS or Complaints) will be best placed to offer a response. Assist with identifying any themes / trends from our data to help identify any potential future workstreams. Work collaboratively as part of a team and be sensitive to the characteristics of working in an open plan office environment. Attend and contribute to regular team meetings. Technical Train and supervise new or junior team members and arrange access to relevant IT systems. Respond to technical queries about equipment used for meeting recordings, signposting colleagues to support via the intranet or escalation to senior complaint team staff. Data and Reporting Monitor weekly complaint report and maintain own activity data to support management of caseload and complaint target times. Ensure complaints are updated and all interactions recorded. Work with senior team members to produce monthly dashboards, checking and approving the detail as relates to own caseload. Other Computer skills Use of internet search skills and ability to query databases using a selection of criteria and data sorting. Assist in creating and maintaining SOPs and guides. Support the ongoing development of complaints resources on the intranet and LTHT website. Ability to use a variety of database applications including Microsoft Word, Excel, Outlook and PowerPoint. Responsible for data entry and ability to maintain and keep up to date records on a variety of databases. Ensure documents and files are up to date. This post is recognised as a DSE user and comes under the DSE policy. Working with people Act as the first point of contact within the complaints team when assigned a new complaint and dealing with routine and specialist enquiries in a pleasant and professional manner. Participate in relevant internal and external working groups and projects. Assist the complaints management team to host complaint forums / marketing stalls and to attend external providers networking events. Promote good patient experience to ensure the Trust meets its obligations to its regulators and to legislation involving patient and public involvement. Trust policies Demonstrate a strong understanding of confidentiality and have an awareness of the Data Protection Act 1984. Follow the Trusts policies and procedures which are relevant to the role. Uphold the Trusts values and behaviours. Adhere to locally adopted policies and procedures. Other duties as appropriate within the grade and role, as agreed with line manager. 6. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT) Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients. By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change. WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition. 7. INFECTION CONTROL The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment. 8. HEALTH AND SAFETY / RISK MANAGEMENT All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the Leeds Teaching Hospitals NHS Trust Policies, including Health and Safety policies, in particular by following agreed security and safer working procedures, and reporting incidents using the Trust Incident Reporting system. 9. EQUALITY AND DIVERSITY The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families. No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc. 10. TRAINING AND PERSONAL DEVELOPMENT CONTINUOUS PROFESSIONAL DEVELOPMENT The jobholder must take responsibility in agreement with his/her line manager for his/her own personal development by ensuring that Continuous Professional Development remains a priority. The jobholder will undertake all mandatory training required for the role. 11. COMMUNICATION & WORKING RELATIONSHIPS The post holder will be confident, caring and have excellent communication skills. To communicate sensitively and with care and compassion with patients, their representatives and the people who matter to them, the public and staff involved. Responds positively, in a courteous