Complaints Administrator - St Andrew's Healthcare : Job Details

Complaints Administrator

Salary: From £22,828 plus excellent benefits

Hours: 37.5 hours

Firstly, a bit about us

We are St Andrew's. We are a mental health Charity and our purpose is to inspire hope for those living with complex mental health needs.

We are looking to a future with less stigma, more community support, more research and education, and we aim to be at the forefront of inspiring real change. We want to ensure we can all live in a society where everyone with complex mental health needs is heard, valued and has hope for their future.

Come and join us, and support us to help people transform their lives.

The Role

Working as a part of the wider Patient and Carer Experience team, you will be focused on providing PALS and Complaints support for patients, their loved ones and professionals who may wish to log compliments, raise concerns and make enquiries or suggestions about the services we provide. We are looking for someone who enjoys communicating with people, likes variety in their work and wishes to be part of a team striving to make a difference for our patients and their loved ones.

You will report to the PALS and Complaints Coordinator and will support with a wide range of administration tasks including (but not limited to); Datix logging, reviewing/editing draft response letters, maintenance of excel spreadsheets, adding complaints data into reports and manning the PALS and Complaints telephone and inbox.

To fulfil this role you must be an excellent communicator, well organised with strong IT skills, self-motivated and be able to work well on your own and as part of a team. Previous experience of using the DATIX system would be advantageous, prioritisation skills are crucial and previous experience of complaint handling would be helpful. You will have a multi-tasking ability and have a flexible approach to work in this dynamic and ever-evolving environment, and must be able to work well under pressure to meet deadlines.

As a small team, it is essential that you are able to adapt to the pressures of the wider Patient and Carer Experience team in order to ensure that patients and their families receive the highest standards of service.

Reward and Benefits

We offer an excellent benefits package including: Pension; Sickness policy on par with the NHS; Access to the Blue Light Card and Health Service Discounts schemes; 35 days annual leave (including bank holidays), increasing to 41 after 10 years' service; Life cover; Electric Car lease scheme; Cycle to work scheme; Healthcare cash plan; Free parking; Paid DBS application; Access to free vocational qualifications. On-site facilities such as gym and swimming pool access and cafés all set within beautiful grounds.

Closing Date: Monday 1st April 2024