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This is an exciting opportunity to come and join the NHSGGC Complaints Department, and deliver a compassionate and high quality service to patients and relatives who have had cause to complain. As a Complaints Manager, the post holder is a point of contact for people who have concerns about care and services. You therefore must have excellent communication skills to deal with a wide variety of issues. You will also be a support to staff, offering expert knowledge and guidance to managers, clinicians and other staff on the complaints process. Triaging complaints, and making decisions on how best to provide a proportional response, is an essential part of the job. This will involve crafting thoughtful, kind and articulate responses to complaints, whilst ensuring that all aspects of the complaint have been fully addressed. You will be responsible for the management of their own individual caseload, striving to meet the target deadlines, to ensure good performance. Working on your own initiative and building personal credibility with managers, including to a senior level, to establish trust and confidence, is therefore a vital part of the role. You should have a high standard of education, preferably to degree standard and you should have excellent presentation skills with proven experience in devising and presenting training programme. You should have substantial experience within the NHS or health environment. The shift pattern for this post is Monday - Friday 9.00am - 5.00pm.
This is a Fixed Term post for 12 months
Informal Contact Kim Donald, Lead Complaints Manager, Tel No: 07976160970
Details on how to contact the Recruitment Service can be found within the Candidate Information Pack