Complaints Co-ordinator | Liverpool University Hospitals NHS Foundation Trust
| Dyddiad hysbysebu: | 09 Medi 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £38,682 - £46,580 per annum |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 09 Hydref 2025 |
| Lleoliad: | Liverpool, L7 8XP |
| Cwmni: | Liverpool University Hospitals NHS Foundation Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7352035/287-CEF-238-25 |
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The Corporate Complaints team are looking for a Complaints Coordinator to join their team.
This is a full time, permanent position.
The ideal candidate will be educated to degree level or equivalent and have experience of advising and liaising with staff at all levels of an organisation. Recent evidence of involvement in complaints handling and management would be advantageous.
The post holder will have excellent communication skills, both written and verbal and will have a good understanding of confidentiality and data protection.
To assist the Corporate Complaints in the development and implementation of specific work and projects relating to the Trust’s Complaints Strategy.
To manage a case file of complaints investigations, liaising with the relevant care group to ensure that the response is provided in a timely manner. To work collaboratively with departments within the trust to support good management of the complaint investigation process. To keep in regular contact with a complainant to advise and support through the complaints process.
Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.
We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women’s NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.
UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond.
For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.
Aintree University Hospitalis the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility.Broadgreen Hospitalis home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation.Liverpool Women’s Hospitalspecialises in the health of women and babies, delivering over 7,200 babies in the UK’s largest single site maternity hospital each year. TheRoyal Liverpool University Hospitalis the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.
For roles at Liverpool Women’s, visit theircareers page.
Co-ordinating and managing targets and objectives identified in the Trust’s Complaints Strategy.
Liaison with clinical and non-clinical staff and managers to gather views and disseminate information
Liaison with patients to gather views and to influence complaints management
To facilitate meetings with complainants and/or their representatives and staff which will encourage local resolution wherever possible.
To act as a Trust resource for complaints management, ensuring that the latest initiatives and information is always up to date, available and disseminated within the Trust.
To deliver training in both formal and informal settings to a multidisciplinary audience. Training will also be given to specific directorates/departments on request.
Develop systems to support the Clinical Governance Structure ensuring that the Trust learns from complaints to prevent incidents re- occurring.
To produce regular monthly reports for use within the Trust to support the Clinical Governance Structure and in addition to collate information required for statutory National Performance Indicators.
Establish and maintain close working relationships with the Patient Advice Liaison Service (PALS) established within the Trust.
Establish and maintain close working relationships with Legal and Risk Managers established within the Trust.
To attend and represent the Trust at local, regional and national networks in relation to complaints management in the absence of the nominated officer.
The postholder will participate in the rotation programme between this post and PALS Officers in order to gain a full insight into the complex nature of complaints management.
To be aware of and instigate access to external agencies supporting patients/users through the complaints system (e.g. ICAS, Independent Arbitration).
This advert closes on Tuesday 23 Sep 2025