Band 4 Admin Support Officer

Staffline are recruiting on behalf of NHSCT for a Band 4 Admin Support Officer required on a temporary basis based in Antrim

Role: Band 4 Admin Support Officer

Rate of Pay: £14.06

Location: Antrim

Hours: 37.5 hours

Duration: Temporary ongoing

The post holder will provide administrative support to the Complaints Manager/Complaints Liaison Officer, to ensure complaints are handled in line with Service Use Feedback Policy and Procedure. They will make a valuable contribution to the administration and management of complaints and enquiries within the Trust.

KEY DUTIES / RESPONSIBILITIES

• Code complaints and enquiries received into the Trust
• Input data onto the Datix database relating to complaints and enquiries processed within the Trust and include an analysis of outcomes
• Draft and issue reminders and follow-up outstanding responses to complaints and enquiries with Complaint Reviewing Officers, Assistant Directors and Directors, including Appendix 2, where applicable
• Support and assist the Complaints Liaison Officer in the effective management and maintenance of the Trust Complaints procedure and supporting systems
• Assist in maintaining files relating to individual complaints and enquiries as per record management and departmental requirements
• Make and receive telephone calls and process queries and messages as appropriate
• Support service users who wish to make a complaint, recording and summarising their issues for onward processing, and deal with any queries service users have regarding their complaint
• Assist in the quality assurance of complaint responses received from services, departments and teams in the central collation of material for inclusion in complaint responses which cover a number of Divisions or service areas
• Liaise with managers and senior management regarding complaints being processed and actions required
• Advise staff and service users regarding the complaints process within the Trust
• Assist in the preparation and collation of information for the Northern Ireland Public Services Ombudsman (NIPSO) including photocopying the complaints file
• Produce reports from the Datix database relating to complaints, enquiries and compliments
• Produce reports and other information on complaints, enquiries and compliments, as appropriate for meetings of Committees and Groups within the Trust's Assurance Framework
• Scan and forward complaints and enquiries and other relevant information to Trust staff, as required
• Maintain a professional, courteous and sensitive manner at all times when dealing with people making complaints and enquiries or those acting on their behalf, including members of the public, service users and their carers, councillors, MLAs and the Patient and Client Council
• Assist in typing letters, memos and in the preparation of other materials for distribution to relevant persons
• Communicate effectively and provide a high standard of customer care on behalf of the Trust
• Maintain confidentiality within and outside the workplace at all times
• Work closely with other staff within the Complaints and Service User Feedback office to ensure the effective management of complaints, enquiries and compliments on a day to day basis and provide additional support and cover at times of annual leave or sickness
• Management responsibility for Higher Clerical staff and workflow within the team
• Undertake any other duties appropriate to the grade which may be assigned from time to time

Essential Criteria:

Applicants must provide evidence by the closing date for application that they have:

• 5 GCSEs (Grades A-C) to include English Language plus 2 years relevant* admin/clerical experience OR
• GCSE (Grade A-C) English Language plus 3 years relevant* admin/clerical experience
• In addition to a) or b) above applicants must have:
• Excellent working knowledge and application of Microsoft Office packages. Competent in the use of MS word and MS Excel, MS Outlook
  *Includes experience in dealing with and responding to queries from Service Users, Carers and Families.

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, and Christine Thompson will be in contact to confirm if you have been shortlisted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate.