Complaints Administrator

To work within the Complaints Team to provide support for the team with administrative duties and dealing with initial enquiries either through the PALS or Complaints Teams. To assist the teams with ensuring information from all service departments, wards and clinics relating to patient and public concerns and queries are triaged, reported on and recorded according in line with Trust policies.

To be the first point of contact for the Complaints Team providing and exchanging information and advice, and escalating where necessary.

To ensure formal complaints received by the Trust are dealt with in accordance with the Trust’s internal complaints’ procedures and meet the required national targets.

To promote a positive image of the complaints procedure to both patients and staff.

Management and prioritisation of incoming communications relating to complaints, concerns and compliments.

To deal with telephone enquiries, taking messages and providing assistance and action where necessary or passing to relevant team member if appropriate.

To log all complaints, concerns and compliments on the Trust’s Risk Management System.

To provide accurate and timely typing and administration support, ensuring appropriate circulation of correspondence and acknowledging receipt of complaints, concerns and compliments to a standard format.

To deal with the requisitioning of stationery for the department.

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career.

We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. Please ensure that you make your application as soon as possible.

All new staff will be subject to a probationary period covering their first six months in post. Travel between hospital sites may be required.

Please review all documents attached to this advert to ensure you familiarize yourself with all requirements of the job.

There are many opportunities the organisation can provide through training and development. There are opportunity to develop and progress further.

• To be the first point of contact for the Complaints Team providing and exchanging information and advice, and escalating where necessary.
• To ensure formal complaints received by the Trust are dealt with in accordance with the Trust’s internal complaints’ procedures and meet the required national targets.
• To promote a positive image of the complaints procedure to both patients and staff.
• Management and prioritisation of incoming communications relating to complaints, concerns and compliments.
• To deal with telephone enquiries, taking messages and providing assistance and action where necessary or passing to relevant team member if appropriate.
• To log all complaints, concerns and compliments on the Trust’s Risk Management System.
• To provide accurate and timely typing and administration support, ensuring appropriate circulation of correspondence and acknowledging receipt of complaints, concerns and compliments to a standard format.
• To deal with the requisitioning of stationery for the department.