gesh Complaints Support Officer (ESTH) | St George’s University Hospitals NHS Foundation Trust

The purpose of the role is to provide high quality and efficient administrative support to the Complaints or PALS team.

Responsibilities

• Provide administrative support to the managers and department, including scanning, photocopying and distributing correspondence.
• Draft letters, documents, agendas and take minutes of departmental meetings as required.
• Open, sort, distribute and, where appropriate, deal with incoming post on a daily basis.
• Manage calls received to ensure they are passed to the relevant person to deal with or take action, or a message as appropriate. This may include dealing with distressed, angry callers.
• Maintain and update systems already in place to record and enable progress of complaints or enquiries to be accurately monitored by updating tracking sheets and databases on a daily basis.
• Use the Datix module to support the work of the Complaints and PALS team.
• Co‑ordinate arrangements and papers for the department meetings and provide administrative support to these and other meetings as necessary.
• Acknowledge letters of thanks and forward donations to the charity.

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