Complaints Administrator

Job Description

Are you looking for an opportunity to work for a world-renowned health serviceOur client is looking for a brilliant Complaints Administrator to supporting the Complaints Delivery Officer and the team in the daily administrative and operational management of the Complaints functions across North West London.This role is part time role with 2.5 days at the office on Marylebone Road. This is an internship starting on 02/01/24 and ending on 29/03/24, with the potential to be extended/go permanent.About the Company:Our client is a world-renowned healthcare service with multiple organisations. The North-West London division have collaborated to form an Integrated Care System (ICS) where they adapt strategies to needs of the local population. This division covers the eightboroughs of NW London, bringing together health and care organisations who work to deliver their national objectives.Their mission is to focus on local population health, strengthening provisions across health and social care to increase physical and mental health outcomes, promote life expectancy, quality of life and reduce health inequalities across the entire populationof North West London.You will join the organisation who are responsible for developing a plan to meet the health needs of the population, manage the health budget and arrange for the provision of health services in NW London. As part of the Safeguarding team, this role is importantto ensuring the smooth running of and delivery of safeguarding.Key Duties and Responsibilities:As a Complaints Administrator, you will support the Complaints Delivery Officer and the team in the daily administrative and operational management of the Complaints functions across North West London.Your responsibilities will include:

• Working as part of the team in delivering an effective service supporting the Complaints Delivery Officer and the team in managing complaints and PALS concerns.
• Providing and coordinate administrative support to include the preparation of agendas and minutes, taking appropriate follow-up action as required.
• Supporting the team with the management of complaints and concerns, gathering information and undertaking enquires as and when is necessary for the head of department and the team.
• Supporting the Complaints team with the maintenance of the generic inboxes and databases.
• Logging complaints and concerns on the ICB complaints database including acknowledgement, consent, records management, liaison with the Parliamentary and Health Service Ombudsman regarding requests for files
• Coordinate meetings with complainants and the ICB to facilitate local resolution.
• Ensuring high standard of house-keeping.
• Receiving all incoming mail and delegate as appropriate.
• Maintaining records of all meetings in line with Freedom of Information Act.
• Using the appropriate procurement system to raise requisitions as required.

Functional Responsibilities

• Developing and maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team
• Ensure compliance with Standing Orders and Standing Financial Instructions in the discharge of this responsibility.
• Ensure CRM database and the Complaints system is up to date and any contact and/or activity relating to a complaint is contemporaneously documented in the system.
• Promote the adoption of best practice to support the delivery of the Service Transformation agenda in line with ICS thinking
• Complete appraised annually, have clear objectives which link to departmental or corporate objectives and a personal development plan.
• Identify training and development in line with the organisation objectives

About You:

• Educated to degree level and/or have relevant experience of close contact working with members of the public
• An understanding of health services, local authority, voluntary and community sectors
• A track record of completing dedicated projects to tight deadlines
• Able to work on your own initiative and be confident working with the team
• Understand the importance of and can maintain confidentiality and trust
• Proficient with Microsoft Suite
• Excellent organisational skills and workload management skills, where you will proactively refine related administrative procedures and meet deadlines
• Demonstrate commitment to equality of opportunity and good working relationships
• Professional and calm, and can adapt to cope with uncertainty and change

Company Benefits:

• Work for a world-renowned healthcare organisation delivering a world class service who are Europe’s largest employer
• 27 day’s holiday + bank holidays (pro rata)
• A very generous pension
• Season ticket loans for travel
• Cycle scheme including discounted prices
• Health Service Discounts ranging from food, fashion, travel and mobile phones