Job Description

You will be responsible for processing and allocating any feedback received about our Flexible Workers or NHS Professionals Corporate Services.

You will have a positive attitude, excellent communication and organisational skills, a flexible and calm approach and the ability to work to deadlines.

Key Tasks:

• Implement the NHS Professionals Complaints and Incidents Management Policy, by entering data, tracking and monitoring responses and compliance for NHS Professionals employees and flexible workers, temporary staff from commercial agencies and NHS Client Trusts.
• Record complaints and ensure that they are dealt with in a timely manner by logging complaints onto the database according to specified categorizations, Risk Rank Matrix and ensuring all requested information is obtained, logged and backed -up.
• Communicate and liaise with senior managers (Nurse Managers, TLC’s, CRM’s and HR) and external stakeholders (commercial nursing agencies and NHS Trust staff) in connection with the investigation of complaints, incidents and disciplinary cases.
• Input new case data ensuring that the Complaints database is updated regularly and information is accurate.
• Support investigations into complaints, incidents and referring to Complaints Manager, Clinical Advisor, Lead Nurses and Human Resources.
• Communicate highly sensitive or contentious information with tact, diplomacy and understanding.
• Maintain confidentiality of information about patients, customer Trusts, NHS Professionals business and NHS Professionals employees and flexible workers.
• Prioritise own workload with Word processing of documents and correspondence.
• Support the collection of statistics for management information reports .

About The Candidate

The successful candidate will have:

• Customer service experience
• Office Administration skills
• Experience of managing databases
• Excellent communication skills

Required Knowledge, Skills, and Abilities