HealthJobsUK

Salary: £24,244 (National Framework) or £29,646 (London Framework)
Contracted Hours: Full time 37 hours per week
Contract Type: Secondment/FTC for 2 years
Closing Date: Tuesday 30th April 2024
Location: Homebased - Flexible

For an informal discussion or further information on the role, please contact Julie Harrison, Mental Health Act Complaints Manager.

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

When thinking about what drives you every day in your job, what keeps you motivated and passionate about your work what comes to mind? For 3000+ people at the CQC, we end each day knowing that we have made a difference to the lives of those most in need in our communities. We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve. We are looking for people who are caring, demonstrate integrity and work well as part of a team to join with us and share in this sense of achievement. If you would like to help us make a positive impact to health and social care within England, then read on.

Why this could be a great role for you….

The MHA (Mental Health Act) Complaints Support Officer will provide support to senior managers in the MHA complaints team.

Investigating and responding to First Line Resolution complaints/enquiries re care provided under MHA, you will meet agreed timescales for response, triage complaints and identify themes, maintain, produce and update key records and systems for business area e.g. spreadsheet/complaints database.

You will work collaboratively with colleagues within the National MHA Complaints Team and other directorates to provide an efficient, effective service and timely response to customers.

What you will bring…

The successful post-holder will be educated to GCSE A*-C/NVQ2, equivalent qualification level, or be able to demonstrate appropriate operational experience.

Your experience of working with other teams and building relationships at all levels will enable you to work collaboratively across teams and respond flexibly to directorate demands and priorities. With strong organisational skills, you will have the ability to prioritise and meet deadlines whilst working without close supervision and manage your own performance.

It is essential you have excellent IT skills in the use of Word, Excel, PowerPoint, Outlook and have experience of using management information systems, collating and presenting information. You should also have good oral and written communication skills to be successful in this role.

Candidates will be expected to have a proven track record of delivering excellent customer service using attention to detail and strong organisational skills.

Accountabilities:

- To provide guidance to staff in regard to the handling of Complaints/Enquiries about the use of the Mental Health Act and queries surrounding the process (with support from the NMHACM SNMHACO and NMHACO where required).
- Investigate and respond to First Line Resolution (FLR) complaints/enquiries and deliver work to the required high standard, and within the agreed service level agreement.
- Ensure any identified themes, concerns around activity or learning requirements identified as part of a complaint/enquiry are raised with the relevant teams and actioned as appropriate.
- Ensure that correspondence in relation to MHA complaints/enquiries are responded to within agreed timescales.
- To provide regular updates to the other directorates regarding the progress of complaints within their area, and answer queries in regard to this.
- To manage and prioritise workload within team to ensure timely responses to all communication from both internal and external customers.
- Provide agreed levels of support to key meetings, including attendance, minuting and recording relevant action points.
- Provide agreed levels of support for projects within the team.
- Maintain, produce and update key records and systems for business area e.g. spreadsheet/complaints database.
- Maintain records in line with Knowledge and Information Management policies and information access rights.
- Contribute to your own performance development reviews and ensure personal development plan is owned, reviewed and progressed.
- Attend/complete mandatory and other training as required to support individual development.
- Maintain understanding and awareness of CQC policies and procedures, including equality and diversity, and ensure these are reflected in everyday practice.
- Actively promote and protect equality, diversity and human rights through the duties of the role.
- Support production of performance reports.

Essential

- A-level education or equivalent experience.
- Demonstrates good interpersonal skills; an ability to deal with staff at all levels and with external stakeholders in a professional manner.
- Experience of working within a fast-paced environment dealing with volume queries and information flows.
- Good IT skills; competent in the use of Microsoft Office, particularly MS Word, Excel and PowerPoint.
- Ability to follow a process with good attention to detail and consistent accuracy.
- Has a sound understanding of CQC and its activity under the Mental Health Act.
- Strong team player
- Good organisational skills with the ability to prioritise work and meet deadlines
- Good verbal and written communication skills.
- Commitment to delivery of customer service excellence.
- Commitment to CQC purpose and Values

CQC is committed to promoting a fair and inclusive workplace where all our people can flourish and reach their full potential. We know diverse teams allow for a more creative and productive environment and therefore encourage applications from everyone regardless of age, gender, gender identity or expression, religion or belief, disability, ethnicity or sexual orientation.

So, if you’re seeking your next challenge as a Mental Health Act Complaints Support Officer, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.

Other organisations may call this role Complaints Handler, Complaints Officer, Customer Service Executive, Customer Care Advisor, Call Centre Operative, Contact Centre Operative, or Customer Advisor.