Team Manager - Complaints

The Team Manager for Complaints will have responsibility for the day to day management of the Concerns Team, whilst also supporting the Head of Concerns & Business Intelligence in the effective implementation of Putting Things Right across the Health Board.Main duties of the jobThe role will primarily entail the effective management of complaints in accordance with the 'Putting Things Right' (PTR) complaint regulations and legislation and ensuring that learning from concerns is shared widely across the Health Board. The successful candidate will be involved in developing policies and procedures in order to comply with PTR and will identify, address or escalate barriers in order to progress, together with a responsibility for auditing complaints data and producing relevant reports. The Team Manager will have the responsibility of managing designated staff members within the Concerns Team to support the management of complaints against the Health Board. The successful candidate would be expected to have excellent communication skills due to the need to communicate daily across Health Board departments and with other agencies and be highly experienced in working within a fast paced environment. The ability to speak Welsh is desirable for this post Welsh and/or English speakers are equally welcome to apply.About usCwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf. We live by our core values:
We listen, learn and improve We treat everyone with respect We all work together as one team
We are a proud local employer around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.Job descriptionJob responsibilitiesYou will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in TracPerson SpecificationEducation/Qualifications/TrainingEssential
Educated to degree level or relevant equivalent experience in concerns management. Experience of working with highly complex and sensitive information. Evidence of continuous professional development.
ExperienceEssential
Specialist knowledge & significant experience of managing Concerns in the NHS. Demonstrate ability to challenge practice across professional groups ensuring progressive solutions. Clinical and managerially credibility amongst professional groups. Multi-professional partnership working. Experience of line management of staff. Experience of dealing with highly complex issues in a large organisation.
Desirable
Development and implementation of related Policies and Procedures. Experience of managing performance and delivering performance targets. Risk management. Managing significant service improvements.
SkillsEssential
Highly developed verbal and written communication skills. Excellent interpersonal skills and ability to communicate highly complex information in a manner suited to the audience. Ability to articulate and escalate important issues in a clear and logical way. Analytical and problem solving skills. Ability to make balanced and sound judgements. Ability to adapt to changing circumstances and adjust plans responsively. Ability to manage and motivate staff and delegate effectively. Good organisational skills. Ability to produce specialist written reports on all related areas for committee level meetings. Decision making skills. Ability to think, plan and deliver plans on time. Ability to analyse complex clinical issues/problems, identify necessary action and make recommendations and follow these through. Ability to demonstrate negotiation and influencing skills in a manner appropriate to a complex and sensitive environment. Computer skills, with working knowledge of databases, spreadsheets and presentation packages.
Desirable
Skills to successfully present information to a wide audience.
KnowledgeEssential
Expert knowledge of relevant literature, research, and legislation relating to Concerns management/PTR. Clear understanding of responsibilities relating to relevant aspects of the Data Protection Act and Freedom of Information Act. Detailed understanding of the health service and clear understanding of the concept and working arrangements of diverse clinical areas. Good knowledge of risk assessment tools and methodologies and Clinical Governance in general. Clear understanding of the concept of evidence based practice and clinical effectiveness. Knowledge of the NHS Redress Measures.
Desirable
Knowledge and experience of the administration and use of the Datix system.
CircumstancesEssential
Adequate transport arrangements and ability to work at any site within the organisation. Ability to work flexibly and if necessary outside normal office hours.
Personal AttributesEssential
Effective leader and ability to communicate effectively in written and oral form with staff, patients and their families. Effective listening skills, and ability to take on board ideas and suggestions. Ability to persuade. Flexible approach to work/adaptable. Excellent time management skills. Highly motivated and able to work on own initiative. Reliable and committed. Approachable and demonstrates diplomacy. Ability to work in challenging environment and meet demanding deadlines. Enthusiastic, constructive and creative in the face of challenges. Able to work as part of a team and on own initiative.
Employer detailsEmployer nameCwm Taf Morgannwg University Health BoardAddressYnysmeurig House Navigation Park Abercynon CF45 4SNAny attachments will be accessible after you click to apply. 110-AC157-#####
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