Band 5 Complaints Officer

Location Londonderry, County Londonderry
Job Type Temporary
Salary Up to £11.21 per hour
Published 9 months ago
Start Date ASAP
Contact Aisling McCloskey
Job Ref cloCOB5 _1542288948

Job Description

Grafton Recruitment has been appointed as HSCNI's recruitment partner of choice for Admin, clerical and Support Services.

Band 5 Complaints Officer required on a temporary basis based in Altnagelvin.

Role: Band 5 Complaints Officer

Rate of Pay: £11.21

Location: Derry

Hours: 37.5

Duration: Ongoing

Main duties/Responsibilities:

  • Ensure that all complaints are dealt with in line with the spirit and requirements of relevant Complaints procedures (Procedure for dealing with Complaints within Health and Social Care, the Children (NI) Order 1995 Representation and Complaints Procedure and the Trust's Complaints Policy.
  • Ensure action is taken to meet deadlines set out in the above procedures and that confidentiality is maintained.
  • Be accessible to complainants, to take details of their complaint, which at times can involve dealing with highly charged and emotional situations.
  • Ensure accurate transcription of information provided by complainants either by telephone or through personal contact.
  • Where possible act as mediator between complainants and staff to attempt to resolve complaints at local resolution stage.
  • Liaise with the complainants in accordance with the Trust's Complaints Procedures (includes Handling Flowchart).
  • Liaise with Directors, Assistant Directors and other senior staff in the investigation of complaints.
  • Organise and facilitate Children Order Review Panels, Stage 1 and Stage 2 as required.
  • Draft letters of response for signature by the Trust's Chief Executive.

Essential Criteria:

  • Degree or professional qualification, plus three years administration and clerical experience at Band 3 or above.


    Five years administration and clerical experience at Band 3 or above, one of which includes supervision of staff.

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 a member of the team will be in contact to confirm if you have been shortlisted.

Successful candidates may need to apply for an Access NI Certificate with Grafton Recruitment regardless if you already have a valid certificate. It will be a cost of between £26 - £33 depending on clearance level.


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