LW245830 – Complaints and Feedback Officer

Job Description

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

Job Overview

Location: NHS Grampian – Hybrid Summerfield House

The NHS Grampian’s Complaints and Feedback Team seeks a well motivated, organised and empathetic Complaints & Feedback Officer. The role requires meticulous attention to detail, excellent communication, organisational and IT skills, and the ability to prioritise, multitask and problem solve in a fast paced and busy environment.

Responsibilities

• Ensure all complaints are managed in accordance with NHS Grampian’s policies, procedures and statutory regulations.
• Engage with the public to discuss and learn from complaints and feedback, handling challenging and emotional conversations on telephone and face to face.
• Manage and support staff within the team and collaborate with staff of differing seniority across the organisation, promoting a transparent and compassionate approach to complaint resolution.
• Maintain accurate records in complaints databases, identify trends and produce reports to support continuous improvement.

Qualifications

• Excellent interpersonal, communication and organisational skills.
• Strong attention to detail with the ability to prioritise, multitask and problem solve in a fast paced environment.
• Proficient IT skills and comfort using databases and related systems.
• Empathy and experience handling complaints/feedback, including confronting challenging or emotional situations.

Workload

22.5 hours per week.