Customer Services Facilitator

at  Midlands Partnership University NHS Foundation Trust

The newly created customer services team is looking to recruit experienced individuals who have the skills and aptitude to work in a challenging yet rewarding environment.
You will be welcoming PALS concerns and complaints positively and using these to improve the overall experience of our service users.
Working with Care Groups to support timely and effective resolution to concerns raised is fundamental to this role.
T o be the first point of contact for all enquiries, concerns, suggestions and complaints into the Trust; referring and signposting to relevant areas and agencies as required. The post holder will ensure that all concerns are welcomed and managed impartially, timely and in line with national recommendations and regulatory requirements. The post holder will review and analyse survey responses across the Trust ensuring that emerging themes and trends are expedited accordingly.
By joining Team MPFT, you will be helping your communities and in return for this, we will support you by;
Supporting your career development and progression
Excellent NHS Pension scheme
Generous maternity, paternity and adoption leave
Options for flexible working
Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave
Extensive Health and Wellbeing support and resources
If you work in our community teams, we pay for your time travelling between patients
Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate
Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, mileage paid at business rates
Salary sacrifice bikes up to £2k
Free car parking at all trust sites
Free flu vaccinations every year
Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met)
And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people.
Please note, we may be required to close this vacancy early if we receive a high volume of applications
1. The post holder will facilitate, develop and provide advice on the Trust’s Customer Services processes and liaise with staff to ensure concerns and complaints are resolved promptly and that lessons are learnt as a result. The post holder will also be expected to be available for consultation, support and supervision to other staff working within the Customer Services and Experience team.
2. To resolve concerns and queries from service users, carers, patients, members of the public – many of which will be complex and/or sensitive - by analysing situations, problem solving effectively.
3. Formulate responses to concerns / complaints by liaising with key clinical / operational staff to facilitate impartial and timely responses, following all relevant national requirements and standards.
4. To sign-post patients, service users, relatives and carers to Trust and other services, providing expert advice as appropriate.
5. The post holder will be currently working at home which will be reviewed regularly in line with the Agile Working / Blended Working Procedure

Please refer the Job description for details