Are you looking for a job where you can support patients, their relatives, friends and carers in giving feedback and play an integral role in the smooth running of our service. The Patient Experience & Engagement Team are looking to recruit a Complaints Administrator to support our Complaints, PALS and Patient Experience functions. You will be responsible for coordinating the flow of complaints and responses to the Complaints and Executive Teams. You will organise meetings, attending to take minutes when needed. There will be a need to use several different systems to raise purchase orders. Filing and other general administration duties will be part of this varied role. The requirements of the job will involve communication in writing, telephone and email. You may receive contact from service users who may at times be upset or challenging. If you can show compassion, empathy and sensitivity this role would be ideally suited to you. Within this role, you will be able to demonstrate your excellent administration experience, organisation and high level typing skills. If you can multi-task and have the ability to engage, listen and work pro-actively, be a team-player working to set timescales, we can offer you support and training in a great team.

You will have exceptional organisational skills
The ability to take notes, type agendas and proof read documents
Be flexible, able to multi-task and work to short deadlines when required
Act professionally and be able to communicate effectively with Trust staff and external agencies
Able to maintain databases with a good working knowledge of Microsoft applications
Confident in arranging meetings and providing diary management
Take responsibility for filing and archiving of documents which will contact information of a sensitive nature. Maintaining confidentiality at all times

With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Please see the job description for more details

Provide administrative support to the Patient Experience & Engagement Team and for the PPI Administrator as required

Ensure that complaints received by the executive team are appropriately and promptly logged and forwarded to the appropriate team

Receive and distribute promptly all incoming media to the team

Provide administrative support to projects as required

Be responsible for ordering stationery supplies, including stock control of patient information leaflets, FFT cards and posters.

Book meeting / training venues as required with refreshments, if needed

Responsible for annual archiving; in line with the Trust’s document retention policy.

Raise requisitions to place orders for equipment, licences etc from quotes provide cost & expense codes and book in on system to enable payment of invoices

Provide diary management to seniors managers as required
Ensure personal filing is kept up to date, handle information of a sensitive and confidential nature maintain confidentiality at all times, archive and make up new starter files
Organise meetings, take minutes and transcribe, distribute paper and agenda’s
Maintain ERoster and MSS as needed i.e. adding and amending shifts, updating annual leave entitlement, changes to working patterns/hours etc.
Receive calls from patients/complainants and direct appropriately to PALS or Complaints colleagues.
Maintain Executive sign off log with annual leave and plan rota, assign response letters to executive team for approval
Knowledge and use of various Trust systems (Integra, supply chain, ourbank, iWantGreatCare (iWGC),TRAC, DatixWeb, Careflow) when required

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