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Trosolwg o'r swydd

An exciting opportunity has arisen to join the complaints team at Maidstone and Tunbridge Wells NHS Trust as a Complaints Lead. We are looking for an experienced and self-motivated individual to work full-time within our dedicated team.

The ideal candidate will have experience of working in complaints within a healthcare or social care setting, with a good working knowledge of the relevant legislation.

The successful applicant will be able to deal confidently and compassionately with a wide range of service users, including the public, advocates, other agencies and staff within the organisation at all levels, and provide expert advice to staff and the public alike. Given the nature of the work, the ability to effectively manage challenging situations and behaviours is crucial, along with a high level of resilience and emotional intelligence.

Prif ddyletswyddau'r swydd

The successful applicant willÌý manage a case load of complaints ensuring that complainants are kept up to date and that complaints are investigated and responded to within local performance target timeframes.

As a Complaints Lead you will be required to work independently managing your own caseload. You will need an enquiring mind and excellent analytical and report writing skills. Attention to detail and proof-reading skills are also essential.

ÌýApplications are invited from candidates with or without a clinical background.

Candidates should be aware that the Trust has multiple sites and all staff may be required to work at any of them to provide service cover and to attend local resolution meetings. Opportunities for blended home working are available.

Gweithio i'n sefydliad

Maidstone and Tunbridge Wells NHS Trust ranks among the top 10 NHS Trusts nationwide and was named the second-best Trust to work for in the South East in the 2023 NHS Staff Survey.

We are a large acute hospital trust in south-east England, providing general hospital services and specialist care to around 600,000 residents in West Kent and East Sussex. With a dedicated and diverse team of over 8,000 staff we are proud to offer specialised cancer services to over two million people through the Kent Oncology Centre.

Fordcombe Hospital, near Tunbridge Wells, became part of the Trust in October 2024. Specialising in planned care, it offers two operating theatres, 28 inpatient and day-care beds, diagnostic services (X-ray, MRI, CT, and endoscopy), and consultation/treatment rooms.

Looking for flexible working?

We are a flexible working-friendly organisation. Whether it’s adjusting your hours or exploring other flexible arrangements, we want to work with you to find the best solution for you, our patients, and the Trust. Talk to us about how we can accommodate your working needs.

Joining us includes a comprehensive benefits package:

At least 27 days of annual leave plus public/bank holidays (pro-rata for part-time staff).
Membership in the NHS Pension Scheme, with a 20.6% employer contribution and life assurance benefits
Blue Light card eligibility
And more, additional benefits can be found in the benefits documents below