Assistant Feedback and Complaints Officer

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Assistant Feedback and Complaints Officer (Ref: 192585) Substantive Post, Full Time – 37 hours per week (Monday to Friday) * Band 4 - Salary Range £27,598 - £30,019 per annum plus (Provisional banding) Distant Island...

Assistant Feedback and Complaints Officer (Ref: 192585)

Substantive Post, Full Time – 37 hours per week (Monday to Friday)

*Band 4 - Salary Range £27,598 - £30,019 per annum plus (Provisional banding)

Distant Island Allowance of £2,256 per annum


This is an exciting opportunity to join NHS Shetland to support the administration, business processing and coordination of feedback and complaints, service related Freedom of Information (FoI) requests and MP/MSP enquiries. NHS Shetland is a learning organisation and feedback and complaints are one of the key ways we can continuously improve our services. In addition to the administration of feedback and complaints, the post holder will work with the team to identify trends and issues and ensure that complaint actions are closed within the relevant service management area.


The post will act as a first point of contact for incoming complaints/enquiries and requires applicants to have strong written and verbal communication skills as well as excellent planning, organisation and coordination skills.


Applicants should ideally have experience of working within a busy office role to set timescales. They should have a good knowledge and practical experience in use of Microsoft Office packages (e.g. Word and Excel) to effectively support the requirements of the role. Training on the Feedback and Complaints Handling Procedure and internal processes will be provided.


Rise to the challenge and enjoy the opportunity - Shetland is a wonderful place to live and work.  Shetland offers low pollution, low crime, excellent schools, great leisure facilities, unique wildlife and amazing scenery, whilst still only a short flight away from the UK mainland.  To find out more about living and working in Shetland go to www.shetland.org and/or https://www.shetland.org/life


You will be expected to comply with the Induction Standards and Code of Conduct for Healthcare Support Workers within 3 months of commencing your role – details can be viewed on http://www.hcswtoolkit.nes.scot.nhs.uk/resources/hcsw-standards-and-codes/


For an informal discussion, please contact either Carolyn Hand, carolyn.hand@nhs.scot, tel: 07443341836 or Katherine Cripps, Katherine.cripps1@nhs.scot, tel: 01595 918286


Closing date: Sunday 8th September

Interview date:   Tuesday 24th September


*Please note this is a local advertisement and no relocation or interview expenses are applicable.

*This post has been provisionally banded under Agenda for Change and is subject to review


If you require assistance or encounter any technical issues with your application, please e-mail support at https://jobseekersupport.jobtrain.co.uk/support/home including the vacancy reference number and “NHS Shetland” in the subject line or by calling 0161 850 2004.


In promoting equal opportunities, we welcome applications from all sections of the community.

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