Job summary
- Main area
- Governance
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Job share - 18.75 hours per week (The hours are set at Wednesday afternoon, Thursday 9-5 and Friday 9-5 given the nature of the work, it is on site and not working remotely)
- Job ref
- 349-NMGH-7238117-RL3
- Employer
- Manchester University NHS Foundation Trust
- Employer type
- NHS
- Site
- North Manchester General Hospital
- Town
- Crumpsall, Manchester
- Salary
- £26,530 - £29,114 per annum (pro rata)
- Salary period
- Yearly
- Closing
- 22/07/2025 23:59
Employer heading
Quality Governance Co-Ordinator (Complaints)
Band 4
Job overview
Looking for a fresh career opportunity or a new direction within the NHS?
If you have a background in customer service or experience handling complaints in the NHS, we want to hear from you! This dynamic and busy role is vital to our daily learning from patient and relative feedback. We're seeking an organised, proactive individual to help manage and support the smooth running of this important processes around complaints.
What we offer:
-
A welcoming, supportive workplace that truly values its staff
-
A strong commitment to staff wellbeing and personal development
-
Opportunities to learn new skills and grow your career
-
The chance to make a real difference at North Manchester General Hospital
If this sounds like the right role for you, apply now and join our dedicated team where your contribution will be valued every day.
Main duties of the job
- Support performance in relation to complaints
- Review complaints trends - highlighting any emergent themes
- Ensure complaints are reviewed ahead of executive quality assure processes
- Share compliments at NMGH
- Ensure the system is kept up to date
- Attend meetings and provide updates on complaints progress
- Provide admin support
Working for our organisation
MFT is one of the largest NHS Trusts in England with a turnover of £2.8bn & is on a different scale than most other NHS Trusts. We’re creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 30,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you’ll benefit from a scale of opportunity that is nothing short of extraordinary.
We’ve also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We’re proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What’s more, we’re excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Detailed job description and main responsibilities
To find out more about the key responsibilities and the specific skills and experience you’ll need, take a look at the Job Description & Person Specification attachments under the ‘Supporting Documents’ heading. So that you’re even more equipped to make an informed decision to apply to us, you’ll need to take time to read the ‘Candidate Essentials Guide’ that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how ‘we care for you as you care for others’. Most importantly, it also contains critical information you’ll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating, and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at [email protected].
We’re looking forward to hearing from you!
Person specification
Qualifications
Essential criteria
- GCSE pass grade in maths and English.
- Educated to vocational level 4 or diploma level in a relevant subject or equivalent level of qualification or equivalent previous proven experience.
Desirable criteria
- Clinical qualification
- Undergraduate degree/ diploma qualification
Experience
Essential criteria
- Minute taking and meeting management
- Intermediate keyboard skills, use of a range of software including Microsoft Word, Outlook and Excel.
- Significant administration and / or secretarial experience, including developing and managing office systems.
- Experience of working in a complaint handling environment, or managing challenging and sensitive enquiries.
- Experience of dealing with the public.
Desirable criteria
- Experience of working in the NHS, public sector or other health care provider
- Working within an environment where confidentiality is paramount
Employer certification / accreditation badges
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Alison Talbot
- Job title
- Assistant Director of Clinical Governance
- Email address
- [email protected]
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