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Job overview

An exciting opportunity has arisen to join the complaints team at Maidstone and Tunbridge Wells NHS Trust as a Complaints Lead.  We are looking for an experienced and self-motivated individual to work full-time within our small and dedicated team. 

The ideal candidate will have experience of working in complaints within an NHS or social care setting, with a good working knowledge of the relevant legislation.  An outstanding communicator, the successful applicant will be able to deal confidently and compassionately with a wide range of service users, including the public, advocates, other agencies and staff within the organisation at all levels, and provide expert advice to staff and the public alike.  Given the nature of the work, the ability to effectively manage challenging situations and behaviours is crucial, along with a high level of resilience and emotional intelligence.

Main duties of the job

The successful applicant will manage a defined case load of complaints, but will need to be adaptable and flexible to meet the wider needs of the service, providing cross-cover for their colleagues, in order to support the Trust to meet its performance targets. 

The ability to work independently and creatively while demonstrating political awareness is essential.   You will need an enquiring mind and excellent analytical and report writing skills.  Attention to detail and proof-reading skills are also essential.

Occasional attendance at external events may be required, where you will act as a representative of the Trust.   A familiarity with using case management systems such as Datix and InPhase,  and RCA techniques would be an advantage.  Applications are invited from candidates with or without a clinical background.

Candidates should be aware that the Trust has multiple sites and all staff may be required to work at any of them.  Opportunities for blended home working are available.

Working for our organisation

Maidstone and Tunbridge Wells NHS Trust is a large acute hospital Trust in the county of Kent.

The Trust provides a full range of general hospital services and some areas of specialist complex care to around 760,000 people living in the south part of West Kent and the north part of East Sussex.

The Trust’s core catchment areas are Maidstone and Tunbridge Wells and their surrounding boroughs. We work from two main clinical sites:  Maidstone Hospital and Tunbridge Wells Hospital at Pembury. Tunbridge Wells Hospital opened in 2011 and provides single rooms with en-suites for all in-patients – the first of its kind in the country.

We employ over 6,500 full and part-time staff in a huge range of clinical and non-clinical roles across both of our hospital sites.

Please contact the Recruiting Manager for an informal discussion should you have any queries relating to the role for which you are applying. Shortlisted candidates will be contacted via an email as soon as possible after the closing date. Should you receive an invitation to attend interview, please confirm or decline your attendance. Interview slots will then be allocated on a first come first serve basis.

After applying via NHS Jobs, your submitted application will be imported into our preferred Third party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, that as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. By applying for this post you are agreeing to Maidstone and Tunbridge Wells NHS Trust transferring the information contained in this application to its preferred applicant management system and Human Resources personnel.