Job summary
- Main area
- Complaints
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Part time - 30 hours per week (Monday to Friday, post is 5 days a week)
- Job ref
- 262-A-25-7565593
- Employer
- North Cumbria Integrated Care NHS Foundation Trust
- Employer type
- NHS
- Site
- Parkhouse Building - plans to move to Cumberland Infirmary
- Town
- Carlisle
- Salary
- £27,485 - £30,162 pro rata per annum
- Salary period
- Yearly
- Closing
- 11/11/2025 23:59
Employer heading
Complaints Officer *Internal applicants only*
NHS AfC: Band 4
Job overview
INTERNAL ONLY TO NORTH CUMBRIA INTEGRATED CARE NHS FOUNDATION TRUST (NCIC) EMPLOYEES
We are looking to appoint a dynamic, organised and self-motivated person to join the Trust's Complaints Team to provide administrative support to assist the Trust in providing an excellent complaints and resolution service.
We are a small but busy team who provides support and advice to patients, family, visitors and members of the public in relation to the NHS complaints process.
This is a great opportunity for the right candidate to gain a wealth of knowledge about the NHS and its services and to contribute in identifying and achieving improvements in our services going forward for the benefit of our patients.
Main duties of the job
You will act as a point of contact for the Complaints Team and be instrumental in ensuring complaints and concerns from patients and their
families and carers are responded to.
You will be responsible for the daily operations as part of the complaints team, speaking to complainants, processing and monitoring of correspondence and registering new complaints and maintaining the Trust's Complaints database keeping accurate records and other general
administrative duties.
You will need well developed communication skills and be able to deal with complex enquiries, dealing with complainants, relatives and staff and
be able to communicate complex and sensitive and contentious information with tact and diplomacy.
You will need excellent organisational skills and ability to work to tight deadlines whilst being aware of confidentiality and data protection
Working for our organisation
At NCIC, we have an ambition to deliver outstanding healthcare services to the population of North Cumbria. The Trust is committed to creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout our county.
Our 5 key principles demonstrate our belief in the delivery of ‘safe, high quality care every time':
- Being a clinically led organisation
- Quality and safety at the heart of our Trust
- A positive patient experience every time
- A great place to work
- Managing our money well
As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.
Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. All staff are expected to support sustainability.
Detailed job description and main responsibilities
Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.
Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment. Any applicants who do not meet the eligibility criteria will not be progressed. For further information visit the UK Visas and Immigration website (Opens in a new tab).
If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.
Disclosure and Barring Service:
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:
Standard Check: £21.50 + Administration cost of £5.90 = £27.40. Deducted from salary over a 4 month period or a one-off payment.
Enhanced Check: £49.50 + administration cost of £5.90 = £55.40. Deducted from salary over a 4 month period or a one-off payment.
NCIC can offer successful future employees the following benefits:
27-day holiday scheme rising to 33 after 10 years
Flexible working Scheme
NHS Discounts*
Salary Sacrifice schemes including lease cars and Cycle to Work*
Excellent opportunities for development*
Competitive NHS Pension scheme
Vivup is a free, confidential counselling and information service to assist with personal or work-related problems
*Subject to eligibility
Important Information
Please ensure that you document evidence of meeting all the essential criteria in the supporting information.
If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.
Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.
Person specification
Qualifications
Essential criteria
- NVQ 4 in customer care or equivalent
- • GCSE in English language, minimum grade C or equivalent
Knowledge and Experience
Essential criteria
- Experience of working in a customer service environment.
- Manage the requirements of the post under own initiative while referring to Trust policies and national guidelines
- Experience of difficult conversations
- Deal tactfully and discreetly with matters of a confidential and sensitive nature.
- Experience of using Microsoft office
- Excellent attention to detail.
- Excellent time management skills.
- Able to work in an environment which leads to frequent indirect exposure to distressing and emotional events
- Able to recognise the needs of service users in regard of patient experience
- Experience of facilitation and presenting
- Demonstrate knowledge of complaints process
- Demonstrate a knowledge of effective customer care skills
- Knowledge of legal issues affecting areas of work including safeguarding.
- Knowledge of CQC Key Lines of Enquiry.
Desirable criteria
- Knowledge of the NHS complaints Procedure 2009
- Working in the healthcare setting
- Dealing with complaints
Skills
Essential criteria
- Self-motivation and time management.
- Able to work to tight deadlines and work flexibly.
- Energy and enthusiasm
- An understanding of the patients’ needs as service users.
- Recognition of and willingness to be a team player but ability to work alone
- Able to act under own initiative
- Able to frequently concentrate and able to deal with interruptions.
Other Requirements
Essential criteria
- Ability to work under pressure to tight deadlines.
- Ability to travel independently across Cumbria if required and occasionally nationally
- Promote equality and value diversity
Employer certification / accreditation badges
.png "Better Health - Silver")
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Anne Weatherston
- Job title
- Complaints Manager
- Email address
- [email protected]
- Telephone number
- 01228 936302
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