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SalaryA Vacancy at Birmingham and Solihull Mental Health NHS Foundation Trust.
*Previous applicants need not apply*
An exciting opportunity has arisen to join Birmingham and Solihull Mental Health NHS Foundation Trust’s Customer Relations Team, as a Customer Relations Team Lead.
The Customer Relations Team is a public facing provision which encompasses the Patient Advice and Liaison Service (PALS) as well as the Complaints Department. The team work closely together to offer confidential advice, support and information for service users, their families and their carers. As well as supporting local resolution for complaints raised, and investigating formal complaints in line with NHS complaints standards.
The successful candidate will be expected to work across both elements of the service as required, however will primarily have oversight of the Complaints Department. We are looking for someone with significant experience in Customer Relations (or equivalent role) who has a thorough understanding of the national complaints standards and guidelines, as well experience in line management.
The Customer Relations Team receive a high volume of contact from a variety of stakeholders including service users, senior managers within the organisation, advocacy providers and governing bodies such as the CQC. For this reason we are looking for someone who has excellent communication and interpersonal skills; and an outstanding use of grammar and English language. Due to the nature of the contact we receive the successful candidate must be also be able to work well under pressure, and remain calm and compassionate no matter what the situation.
This role is diverse, stimulating, and offers a unique opportunity to learn in depth about the variety of services provided by the Trust. We are looking for an experienced and enthusiastic member of staff who is eager to improve the service we provide whilst upholding our Trust values.
Welcome to Birmingham and Solihull Mental Health NHS Foundation Trust. Our 4000 clinical and support staff help us to improve mental health wellbeing and meet the needs of the 70,000 people we serve each year. We provide a range of mental healthcare services across Birmingham and Solihull, as well as specialised services nationally. We also offer medical, nursing and psychology training and are proud of our international reputation for both research and innovation.
Our population is culturally diverse, characterised in places by high levels of deprivation which create an increasing demand for our services and a necessity for us to make sure everyone can access the help they need. We are a team of compassionate, inclusive and committed people working together to provide excellent care to support our community. If you are looking for a place to belong, where you can make a real difference to people’s lives, join our team where our warm welcome is waiting for you.
For further information about the main responsibilities please view the attached job description and person specification.
We highly recommend you submit your application as soon as possible, this post may close earlier than the indicated closing date if a sufficient number of applications are received.
This advert closes on Thursday 25 Jan 2024
