Principal provider of acute care services in the county of Cornwall | Royal Cornwall Hospitals NHS Trust
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Deputy Complaints Manager

Band 6

Main area
Patient and Family Experience Team
Band 6
Full time 37.5 hours per week
Job ref
Royal Cornwall Hospital
£20,050 - £36,644 p.a
21/10/2018 23:59
Interview date



An exciting opportunity has arisen to join the existing Patient and Family Experience Team as Deputy Complaints Manager.  In this role, you will support the Complaints Manger to coordinate and manage a professional and values based service that responds promptly, effectively and efficiently to resolve concerns and complaints raised by patients, relatives and service users.  You will be responsible for the line management of the Complaints Officers and Complaints Administrator.

You will be a dynamic individual, who likes rising to challenges but able to think calmly and rationally under pressure with the ability to make reasoned decisions, and escalating appropriately. You will demonstrate exceptional and sensitive customer service skills, have excellent verbal communication skills, particularly in dealing with difficult or challenging situations or individuals, and will have significant experience of working in a patient, public or customer facing role.

You will have experience of managing conflict and complex situations, line management experience and can demonstrate sound knowledge experience of current HR practices 

This role sits within the Patient and Family Experience Team, reporting to the Chief Nurse. 

This is a fulltime post working 37.5 hours per week, Monday to Friday, 0830 – 1630hrs. 

For further information please contact: Mrs Julie Hughes, Complaints Manager 07876 817889 or email julie.hughes39@nhs.net

Proposed Interview date: Monday 12 November 2018

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Applicant requirements

You must have appropriate UK professional registration.

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Further details / informal visits contact

Mrs Julie Hughes, Complaints Manager 07876 817889 or email julie.hughes39@nhs.net