Corporate Complaints Lead

This vacancy has now expired, and is not accepting any new applications. Please click here for more exciting opportunities within the Circle Health Group.

Location
Head Office - Central London
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Circle Health Group are proud to be recognised as one of the UK’s 25 best big companies to work for and one of the 10 best companies to work for in the health and social care sector.

We have an opportunity for a Corporate Complaints Lead to join our team of staff in our Head Office in London Cannon Street. 

This is a Full time role for 37.5 hours a week. The role holder will be required to cover a flexible shift pattern.

Applicants should meet the following criteria:

  • Good literacy and numeracy skills to undertake calculations and produce letters and other documentation. Educated to degree level in relevant subject, or equivalent level qualification, or significant experience of working at a similar level in specialist area.
  • Ability to influence or persuade immediate departmental or functional colleagues.
  • Ability to communicate clearly, concisely, accurately and in ways that promote understanding.
  • Ability to communicate clearly and effectively, taking account of individual need, including consideration of accessibility issues.
  • Ability to engage with stakeholders to identify information needs and to know how to go about obtaining the relevant information.
  • Ability to resolve moderately complicated queries in their area of knowledge using logical thinking to explain reasoning behind decisions or actions taken.
  • Ability to use IT systems to obtain and analyse data and present it effectively through a variety of IT channels. Report writing and presentation of information to a high standard

Duties of this role include:

  • To co-ordinate patient complaints across Circle Health Group (Circle), supporting local teams and ensuring compliance to quality and timelines.
  • To provide training and support to local teams.
  • To set up and manage all Level 2 Investigations, ensuring complaint satisfaction.
  • To be a superuser on the complaints system and ensure it is configured to meet the business needs and drive compliance.
  • Ensure Stage 2 complaints are rapidly and carefully assessed, that the issues involved are clarified with the complainant at an early stage and that each complaint managed proportionally based on its seriousness and nature and in line with ISCAS standards.
  • Ensuring statutory and organisational requirements are met, that the management of complaints escalated to Stage 2 are reviewed with appropriate thoroughness and impartiality.
  • Ensure issues and learnings identified from reviews of Stage 2 and 3 complaints are reported through the service lines to the appropriate Director. Promote learning from complaints across the wider company
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Salary & Benefits:

Circle Health Group is committed to offering competitive starting salaries alongside access to a wide range of employee benefits, including:

  • Private Medical Insurance
  • Private Pension Scheme
  • 25 days holiday a year increasing to 30 days
  • Enhanced Maternity, Paternity & Adoption Leave
  • Employee Referral Scheme
  • Learning and development; free courses and industry recognised qualifications
  • Friends & Family Hospital Discounts
  • NHS Blue Light Discount Card
  • Plus much more

“Our culture is a result of the way our people live and breathe our philosophy, which combines our purpose, principles and values.

To find out more about the Circle Health Group Philosophy: https://careers.circlehealthgroup.co.uk/why-circle/our-philosophy

This vacancy has now expired, and is not accepting any new applications. Please click here for more exciting opportunities within the Circle Health Group.