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Prif leoliad
Complaints
Gradd
Band 6
Contract
Parhaol
Oriau
  • Llawnamser
  • Gweithio hyblyg
37.5 awr yr wythnos
Cyfeirnod y swydd
197-RF8795
Cyflogwr
Lewisham and Greenwich NHS Trust
Math o gyflogwr
NHS
Gwefan
Queen Elizabeth Hospital
Tref
Woolwich
Cyflog
£39,959 - £48,117 per annum plus HCAS
Cyfnod cyflog
Yn flynyddol
Yn cau
12/10/2026 23:59

Teitl cyflogwr

Lewisham and Greenwich NHS Trust logo

Senior Complaints Officer

Band 6

Please refer to the Applicant Guide via this link for key information:- Applying to LGT Guide - Key Information for Applicants 

 

Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

To achieve this we value Respect, Compassion, and Inclusion; Being accountable over  staying comfortable; Listening  over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three-quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.

Trosolwg o'r swydd

The post holder is accountable to the Associate Director of Quality and Governance but report to the Concerns and Complaints Manager.

The post holder will respond to compliments, concerns and complaints relating to services offered by Lewisham and Greenwich NHS Trust. The post holder will ensure that the most complex/high profile complaint case are managed in a sensitive and timely manner through close working with clinical and non-clinical staff across the Trust.  This will include complaints that have exceeded initial timescales

Prif ddyletswyddau'r swydd

The post holder will ensure statutory and organisational requirements are met, that complaints are investigated thoroughly and impartiality and that all complainants receive a full, high quality and timely response in accordance with the Department of Health’s key principles of complaints handling.

  1.    Listening
  2.  Responding
  3.  Improving

Gweithio i'n sefydliad

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

  1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
  2. Widening access (anchor institution) and employability
  3. Improving the experience of staff with disability
  4. Improving the EDI literacy and confidence of trust staff through training and development
  5. Making equalities mainstream

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

Complaints provide a vital insight about people’s experiences and how these services can be improved.  Complainants must be informed of service improvements that have been made a result of their complaint and the Trust must learn from its complaints.

The post holder will also provide day to day advice, expertise and guidance for the concerns and complaints teams acting as a point of contact for the team to deal workflow issues. The post holder will escalate issues or concerns to the Concerns and Complaints Manager. 

 Key Result Areas & Performance:

 ·         Take on a caseload of complaints including complex complaints and complaints that have exceeded the initially prescribed time in which the Trust expected to have resolved them.

·         Work as part of the central complaints team, alongside specific clinical groups, and in liaison with complainants, advocates and staff at all levels within the Trust.

·         Provide expert advice and guidance on regulation and casework issues to the concerns and complaints team. Co-ordinate responses to the most complex complaints received by the Trust and, in doing so, ensuring that each complaint is listened to, understood, properly considered, appropriately responded to and learnt from.

·         Draft complaint response letters for the most complex complaints for signature by the Chief Executive.

·         Support the teams' reporting work by regularly auditing the use of the Ulysses complaints module.

·         Analyse complaints received, identifying trends, themes and opportunities for improving the quality of the Trust’s service and experiences of service users.

·         Escalate complex and/or high-profile patient complaints and, where necessary, liaise directly with service providers and clinical staff on behalf of patients.

·         Contribute to complaints reports/KPI dashboards.

·         Provide advice, support and guidance to divisions on resolving concerns and complaints via local resolution.

·         Chair local resolution meetings between complainants and divisional staff.

·         Train complaints staff and participate in training other staff groups across the Trust on how to successfully deal with complaints.

·         Organise the rota to ensure the service is covered during leave or absence of complaints officers.

·         Deputise in the absence of the Concerns & Complaints Manager

 

Manyleb y person

Qualifications

Meini prawf hanfodol
  • Post graduate or equivalent experience within a similar role
  • Significant expert knowledge of complaint process and current legislation.
  • GCSE (or equivalent) at grade C or above in English
  • Evidence of continuing professional development.
Meini prawf dymunol
  • A-level English
  • European Computer Driving License (ECDL) or equivalent

Experience

Meini prawf hanfodol
  • Experience of working within the NHS
  • Experience of writing and communicating to patients or the public
  • Experience of handling distressing situations
  • Experience of delivering presentations
  • Experience of working with all levels of staff
  • Significant demonstrable experience of working in a Complaints role

Knowledge and Skills

Meini prawf hanfodol
  • Excellent English written and verbal skills
  • Excellent Liaison, negotiation skills
  • Ability to analyse complex problems and identify solutions, undertaking trend & thematic analysis as required
  • Experience of using Microsoft Word, PowerPoint and Excel
  • Excellent presentation skills
  • In-depth knowledge of the NHS complaints procedure

Personal Qualities

Meini prawf hanfodol
  • Excellent inter-personal skills
  • Ability to deal with angry or distressed people
  • Ability to stay calm in difficult situations
  • Excellent organisational skills
  • Ability to prioritise
  • Ability to work autonomously and in a team
  • Attention to detail
  • Ability to think on your feet
  • Tact and diplomacy

Bathodynnau ardystio / achredu cyflogwyr

Trust IDCapital Nurse, LondonVeteran AwareApprenticeships logoTimewise helps businesses to attract and develop the best talent through flexible working.No smoking policyLondon Living Wage is a voluntary commitment made by employers, who can become accredited with the Living Wage FoundationAge positiveDisability confident leaderArmed Forces Covenant (Silver Award)We offer Wagestream - A financial wellbeing benefit which lets you access your pay as you earn it.NHS Rainbow badgePrince's Trust - Proud to support the Prince's trust - Youth can do itStep into healthHappy to Talk Flexible WorkingArmed Forces Covenant

Gofynion ymgeisio

Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.

Application numbers

To ensure fairness and manageable shortlisting processes, some vacancies may have an application cap. This means the vacancy will close once a set number of applications have been received even if this happens before the advertised closing date.

We recommend applying as early as possible to avoid missing out. All applications received before the cap is reached will be considered equally and assessed against the person specification.

Dogfennau i'w lawrlwytho

Gwneud cais ar-lein nawr

Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol

Enw
Krishna McCue
Teitl y swydd
Concerns and Complaints Manager
Cyfeiriad ebost
[email protected]
Rhif ffôn
07467 689324
Gwneud cais ar-lein nawrAnfonwch hysbysiadau ataf am swyddi gwag tebyg