Job summary

Are you an excellent communicator, with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who may be distressed? Have you experience working in customer services? If this sounds like you, the Patient Support & Complaints Team (PSCT) at The Royal United Hospital is looking for an energetic and committed individual to join the team.

The team is the main point of contact for individuals wishing to raise concerns or seeking advice or information about Trust services. The post holder is required to adopt a flexible and supportive approach to resolving requests for information and addressing complaints and concerns regarding Trust services via the Patient Support & Complaints service.

We are looking for an enthusiastic, flexible person who is be able to demonstrate that they are passionate about patient care and safety and enjoys a busy working environment. Experience of handling difficult discussions and situations which reached a positive outcome are essential requirements of the role. Experience working in a busy customerservices environment, whether this is within the NHS or elsewhere will be advantageous.

For an informal discussion please contact Hayley Hughes, Head of Complaints, on 01225 825376.

Main duties of the job

  1. Work closely with the PSCT service to provide a professional, compassionate and supportive service to complainants, patients and their families and carers and other visitors to the hospital.
  2. Support the PSCT Manager and Head of Complaints in the continuous development of the PSCT service to build a responsive flexible service to meet the requirements of the complainants, patient and their families.
  3. Manage individual concerns and complaints from receipt of the concern or complaint through to response and local resolution.
  4. Effectively and accurately record complaints and concerns on the Trusts incident reporting and risk management system, DATIX.
  5. Support the PSCT Administrator with any difficult and contentious contacts.
  6. Take a pro-active approach to gathering patient feedback by visiting patients on wards and working with staff to provide real time resolution to any concerns.

About us

At the RUH we’re proud to put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centered care we pride ourselves on.

We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.

A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.

We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We’ve even got a pool!

We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we’re providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.

Date posted

19 April 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£23,949 to £26,282 a year per annum, pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

427-5166923

Job locations

Royal United Hospitals NHS Foundation Trust

Combe Park

Bath

BA1 3NG

Job description

Job responsibilities

Please see the attached Job Description and Person Specification for more information about the role.

Job description

Job responsibilities

Please see the attached Job Description and Person Specification for more information about the role.

Person Specification

Qualifications & Training

Essential

  • GCSEs in English and Mathematics C or above, or Minimum of NVQ Level 3 qualification or equivalent.
  • Evidence of continued professional development

Knowledge and Experience

Essential

  • Previous relevant experience in a customer-focused environment.
  • Experience of dealing with the public face-to-face and handing difficult behaviour and distressed, vulnerable people.
  • Ability to use computer packages Word, PowerPoint, Outlook, Excel, DATIX and produce accurate reports.
  • Ability to manage a variety of requests for assistance and prioritise tasks and deal with a challenging work load.

Desirable

  • Previous NHS experience – working in a patient-focused environment.

Specific Skills

Essential

  • Excellent interpersonal skills in all forms of communication especially face to face and via the telephone; ability to communicate in a logical and clear manner with empathy. Excellent active listening skills.
  • Proven negotiating and influencing skills.

Desirable

  • Knowledge of Millennium (hospital database)

Values

Essential

  • Values and respects others, treats everyone as an individual, is non-judgemental
  • Motivated to be genuinely kind and caring
  • Helps and co-operates with colleagues
Person Specification

Qualifications & Training

Essential

  • GCSEs in English and Mathematics C or above, or Minimum of NVQ Level 3 qualification or equivalent.
  • Evidence of continued professional development

Knowledge and Experience

Essential

  • Previous relevant experience in a customer-focused environment.
  • Experience of dealing with the public face-to-face and handing difficult behaviour and distressed, vulnerable people.
  • Ability to use computer packages Word, PowerPoint, Outlook, Excel, DATIX and produce accurate reports.
  • Ability to manage a variety of requests for assistance and prioritise tasks and deal with a challenging work load.

Desirable

  • Previous NHS experience – working in a patient-focused environment.

Specific Skills

Essential

  • Excellent interpersonal skills in all forms of communication especially face to face and via the telephone; ability to communicate in a logical and clear manner with empathy. Excellent active listening skills.
  • Proven negotiating and influencing skills.

Desirable

  • Knowledge of Millennium (hospital database)

Values

Essential

  • Values and respects others, treats everyone as an individual, is non-judgemental
  • Motivated to be genuinely kind and caring
  • Helps and co-operates with colleagues

Disclosure and Barring Service Check

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .

Additional information

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .