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Vacancy for Mental Health Act Complaints Officer

Salary Grade D - £24,982 (National)
Directorate Hospitals
Function Mental Health - Inspection
Job Type Permanent
Location Nottingham
Hours of Work Full time 37 hours per week
Closing Date: 22 Aug 2019 11:45PM

Are you committed to helping us regulate health and social care within England?

We are looking for individuals who are caring, demonstrate integrity, work well as part of a team and always strive for excellence in everything they do to help us make sure health and social care services provide people with safe, effective, compassionate and high-quality care.

Let us tell you a little bit about the role....

The role of National Mental Health Act (MHA) Complaints Officer is to deliver a single end to end effective complaints service with the support of the National MHA Complaints Manager, National MHA Senior Complaints Officer and Senior Management Team.  You will support service improvement and delivery across the Commission.

You will provide a high level, detailed review of the complaints following the initial triage from our business support team, with the aim of filtering the complaints in line with the technical nuances of the MHA. As well as capturing and analysing the information from complaints, you will be required to assist with the preparation of reports with the inclusion of learning points on identified themes and trends and escalate these when necessary.

Together with tracking and tracing complaints at each stage of the process, you will ensure adherence to agreed timescales and monitor the implementation of agreed recommendations with both the provider and the complainant.  You will also have the opportunity to support the redesign of MHA complaints, informing, shaping and developing the teams’ policies and procedures, ensuring that they are in line with the MHA and the MHA Code of Practice, national policy, guidance and best practice.

What we're looking for from you...

You will have experience of working within a healthcare complaints or customer relations environment as well as case handling. In addition to a strong understanding of the NHS Complaints and PALs regulations, policies and good practices, you will have applied knowledge of effective complaints management systems and processes.

You will have an excellent ability to understand information as well as analyse and critically evaluate intelligence and areas of risk. The role requires excellent written and verbal communication skills, previous experience of line managing a team and the ability to communicate complex, sensitive or contentious information to internal and external individuals.  Able to work on your own initiative whilst also being a strong team player, you will be able to prioritise your own workload when dealing with conflicting deadlines. As part of the role within complaints there may be occasions when people are contacting the department who are quite anxious and challenging. You will be expected to be able to deal with calls in a professional, sensitive and understanding way.

***Please note that interviews are due to take place week commencing 16th September at our Nottingham Office – you must be available during this week***

Download the documents below for further information

Candidate Information Pack Download
Job Profile document Download