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Complaints Co-ordinator
| Posting date: | 10 September 2025 |
|---|---|
| Salary: | £38,682.00 to £46,580.00 per year |
| Additional salary information: | £38682.00 - £46580.00 a year |
| Hours: | Full time |
| Closing date: | 23 September 2025 |
| Location: | Liverpool, L7 8XP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9287-25-1445 |
Summary
Co-ordinating and managing targets and objectives identified in the Trusts 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).