The North Middlesex University Hospital NHS Trust are searching for an enthusiastic and experienced Complaints and PALS Officerto join their highly compassionate team.
The North Middlesex University Hospital NHS Trust is a medium-sized acute and community trust with over 525 beds and over 600 community staff, service more than 600,000 people living across Enfield and Haringey and the surrounding areas, including Barnet and Waltham Forest.
The Role:
The PALS & Complaints Facilitator plays an integral role in delivering an excellent frontline support service by listening, managing and learning from patient experience to improve the quality of services we provide at North Middlesex University Hospital.
The postholder will perform a range of specific tasks in relation to the administration and coordination of complaints and other feedback, ensuring policies and procedures are followed in accordance with the relevant legislation and associated guidance. The post holder will also be responsible for delivering Patient Advice and Liaison Service for the Trust by providing high quality, responsive assistance to the general public and external organisations. This will include listening to experiences and, where possible, resolving concerns immediately and providing a signposting service to members of the public.
The PALS & Complaints Facilitator is also key to driving the improvement agenda within the patient experience function – working actively with Divisions, service areas and wards to co-design services and solutions that meet the expectations of our patients and families. Provide relevant PALs (Patient Advice and Liaison Service) and complaints reports for allocated divisions. Ensure timely and accurate reporting to relevant stakeholders and maintain data integrity and compliance with reporting standards.
Requirements:
• Educated to diploma/ degree level or equivalent experience
• Experience of working in a customer service environment/ role
• Experience of analysing problems and providing solutions
• Experience of dealing with distressed angry and unhappy customers/ service users
• Excellent communication skills (written and verbal) and listening skills
• Excellent interpersonal and networking skills
• Ability to work autonomously with the skills to make independent decisions
• Good organiser with exceptional attention to detail and the ability to manage own workload to defined deadlines
• Highly developed IT skills working across a range of Microsoft Office packages and databases (including Outlook and Excel) Empathy, ability to deal with distressed patients/ relatives
• Good negotiation and conflict resolution skills to manage and deescalate potentially difficult/contentious situations
• Enthusiastic and motivated
• Good interpersonal skills
• Professional approach to work
• Accountability - Takes responsibility for own actions and promotes good teamwork
• Openness – Shares information and good practice appropriately
• Mutual respect – Treats others with courtesy and respect
As a thank you to all our invaluable Bank Staff members, we are happy to offer the following advantages:
- Flexible working hours
- Access to free Bank Partners Core Skills training
- Weekly salary
- Priority of shifts over all agency workers
- Competitive pay
Apply now for this exciting opportunity by attaching you CV, and one of our recruitment team members will be in touch shortly.
Bank Partners is an employment agency/employment business (as defined by the Conduct of Employment Agencies and Employment Businesses Regulations 2003) and is acting on behalf of its client in relation to this vacancy.