Adult Social Care – Customer Care & Complaints Manager

Adult Social Care – Customer Care & Complaints Manager

Provide advice and guidance to staff and complainants on all aspects of the complaints procedure.

Ensure complaints received are dealt with in a timely and appropriate manner in accordance with national guidance.

Main duties of the job

• Prepare a statement of complaint for complainants unable or unwilling to put their complaint in writing.
• Arrange meetings between complainants and relevant staff to discuss the cause of the complaint and ensure a record is made of such meetings.
• Report complaints with potential to proceed to litigation to the Integrated Care Divisional Director, Salford Council DASS and the Complaints Managers.
• Ensure learning takes place from concerns received – that an action plan is prepared by the Directorate concerned for inclusion in the complaint file.

Person Specification – Knowledge, Skills & Experience

• Excellent verbal and written skills. Ability to co‑ordinate complaint investigation and identify issues.
• Pull together information received, recognise gaps in investigations and rectify these.
• Adept in using Microsoft Office with working experience inputting into and using databases.
• Listening and empathy skills, and ability to deal with highly emotional people.
• Ability to deal with all disciplines of staff.
• Ability to organise and prioritise workload to meet deadlines.
• Organised, methodical and good attention to detail.
• Knowledge of complaints and of the current policies connected to complaints management – Clinical Governance, the Data Protection Act and the Caldicott principles of confidentiality and sharing of data/information.
• Minimum three years’ experience of customer focus related jobs.
• Experience of facilitating meetings with staff and members of the public.
• Knowledge of patient safety.
• Experience working with the computerised customer administration system.
• Experience of producing statistical information and trend data.

Qualifications

• Good standard of education including GCSE English language.
• Degree or diploma in customer care training.
• ECDL or IT qualification.
• Complaints manager training.

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.

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