Bank Complaints Case Manager

Are you currently registered with the CUH Staff Bank (or would you like to be), and looking for additional hours/work over the coming months?

Would you like to be part of a team who make an invaluable difference to patients, service users and families, day in day out?

Are you good at problem solving? Do you have excellent customer service and organisational skills?

Would you like the opportunity to make a real difference to the patient, service user and family experience by supporting the patient experience team, and using your knowledge, skills and experience in a new or different way?

If so, the Patient Experience Complaints Team have Bank placements available for Bank Complaints Case Managers.

We are looking for people to register with Staff Bank who have a real passion for making a positive difference to the patient experience and ensuring our patients, service users and family members receive the best possible service and care.

We are looking for workers who would be able to join our team on both a medium term placement, or work flexible hours (ideally 30 hours or more a week) to meet the needs of the service, team and fit around your own availability.

Manage a caseload of complaints: to include analysis of issues raised, investigation, liaison with staff and complainants, analysis of information received in investigation reports, formulation of high quality detailed letters that reflect investigation reports obtained and which can be sent to the complainant and other relevant bodies under cover of a letter from Chief Executive, risk rating and categorization of issues raised to inform the data analysis and reporting process.

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close at midnight on the 5th March 2023.

Interviews date to be confirmed on he 10th March 2023

Benefits to you

We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.

We welcome applications from the Armed Forces.