Complaints & Appeals Manager

Job Description

CHS Healthcare (part of Acacium Group)Complaints & Appeals ManagerRemote (occasional visits to either Stoke or Sutton Coldfield office)Permanent- Mon-Fri, 40hrs between 08:00-18:00£35,000 - £40,000 DOEUnlock your potential...Are you passionate about complaint handling and ensuring that customers get the best possible resolution to their complaint along with a first class service Do you want to be part of a team who are collaborative and passionate about the service they deliverThen we have a fantastic opportunity for you!As a Complaints and Appeals Manageryou will be an integral part of the business and you will provide a world class customer service through building relationships with internal and external clients. You will be responsible for working with staff acrossthe group, providing support and guidance to all staff involved in the complaints processThe Complaints and Appeals Manager role is a varied position where you will be designing and delivering training programmes for a range of audiences on complaints handling, investigations and letter response writing.Part of Acacium Group CHS Healthcare work closely with the NHS in partnership to create solutions for patient flow through innovative services in hospital discharge management and continuing healthcare services. These services help support those most vulnerableand their families as they navigate their journeys of health and care across all four NHS regions in England.Every day you will...

• Analyse and identify trends arising from complaints for example recurrent themes, staff involved, departments involved and notify the SLT
• Work closely with Continuous Improvement teams to ensure consistency of approach, but also to be able to report on group-wide themes for learning.
• Act as the liaison with the Parliamentary and Health Service Ombudsman, ensuring any requests for information are provided in time by the Patient Experience Administrator and, that any correspondence is responded to and recommendations acted upon appropriatelyand within agreed timeframes.
• Support the team to work with complainants to ensure appropriate consent is obtained, that delays are minimised and that their experience of making a complaint is that they were listened to and it was worthwhile
• Ensure that confidentiality is maintained in accordance with relevant legislation and group policies and procedures

Whats in it for youAlongside working in an amazing team with great development opportunities, you will also have access to our amazing Rewards Platform which includes the following benefits but is not limited to:

• Dedication to developing you and your career- we can give you the tools, guidance and support you need to be successful in your career

• Opportunities to enhance your experience and skillset by moving across the global organisation

• Flexible working model with opportunities to work from home

• Workplace pension scheme

• Gym Flex

• Reward Portal, offering discounts on shops, restaurants and bars

• Free flu vaccinations

• Cycle to Work scheme

• Health Assessments and Dental Insurance

• Life Assurance,

• Christmas & Summer parties

• Free flu vaccinations

Join us and make a difference!If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is the UKs largest healthcare staffing and solutions partner and specialise in the healthcare, social care,and life sciences industries. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.Join us and play a key part of shaping the future of society and improving peoples lives!To thrive in this role, you must ideally have...

• At least 2 years experience working within NHS Continuing Healthcare delivery
• Experience of managing staff in a busy customer service environment
• Experience of working in challenging situations, with difficult, angry or upset people
• Excellent customer service skills, increasing internal and external client satisfaction

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.