HealthJobsUK

Job overview

An exciting opportunity has arisen to join Birmingham and Solihull Mental Health NHS Foundation Trust’s Customer Relations Team, as a Customer Relations Team Lead.

The Customer Relations Team is a public facing provision which encompasses the Patient Advice and Liaison Service (PALS) as well as the Complaints Department. The team work closely together to offer confidential advice, support and information for service users, their families and their carers. As well as supporting local resolution for complaints raised, and investigating formal complaints in line with NHS complaints standards.

Main duties of the job

The successful candidate will be expected to work across both elements of the service as required. We are looking for someone with significant experience in Customer Relations (or equivalent role) who has a thorough understanding of the NHS Complaints regulations and national guidelines, as well experience in line management. 

The Customer Relations Team receive a high volume of contact from a variety of stakeholders including service users, senior managers within the organisation, advocacy providers and governing bodies such as the CQC. For this reason we are looking for someone who has excellent communication and interpersonal skills; and an outstanding use of grammar and English language. Due to the nature of the contact we receive the successful candidate must be also be able to work well under pressure, and remain calm and compassionate no matter what the situation.

This role is diverse, stimulating, and offers a unique opportunity to learn in depth about the variety of services provided by the Trust. We are looking for an experienced and enthusiastic member of staff who is eager to improve the service we provide whilst upholding our Trust values.

Working for our organisation

Welcome to Birmingham and Solihull Mental Health NHS Foundation Trust.  Our 4000 clinical and support staff help us to improve mental health wellbeing and meet the needs of the 70,000 people we serve each year.  We provide a range of mental healthcare services across Birmingham and Solihull, as well as specialised services nationally. We also offer medical, nursing and psychology training and are proud of our international reputation for both research and innovation.

Our population is culturally diverse, characterised in places by high levels of deprivation which create an increasing demand for our services and a necessity for us to make sure everyone can access the help they need. We are a team of compassionate, inclusive and committed people working together to provide excellent care to support our community.  If you are looking for a place to belong, where you can make a real difference to people’s lives, join our team where our warm welcome is waiting for you.

Our Trust is committed to treating individuals fairly and ensuring they have the same opportunities to fulfil their potential, even if this means doing things differently for different people sometimes. We are working hard to ensure our workforce reflects the diversity within Birmingham and Solihull and that our services meet the needs of all diverse service users and carers.

The Trust is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice pre-employment checks will be undertaken before any appointment is confirmed. As part of the selection process you may be required to undergo a Disclosure and Barring Service (DBS) check, however all cases of criminal record history are dealt with on a case by case basis.

Please note, if applicable for your role you will be required to cover the cost of your DBS certificate. This will be deducted from your salary over 3 months. You will also be required to sign up to the DBS Update Service before commencement with the Trust.

All successful applicants will be required to complete the Trust’s induction programme. The Fundamental (Statutory and Mandatory) training will be in an e-learning format. You will be required to complete training modules online (approx. 9-14 hours depending on post) by the end of your first week with us.

If you are successful at the shortlisting stage of the recruitment process we may contact you via email to advise you of the interview details. Please ensure you access your email account from which you applied regularly once the position has closed.

If applicable to your role, the Trust will require you to sign up for the DBS Update Service. The subscription will cost you £13 a year but the Trust will reimburse this. You will be contractually obliged to maintain your subscription.

Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here Browse: Work in the UK - GOV.UK (www.gov.uk) 1. It is vital that you provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here Criminal records checks for overseas applicants - GOV.UK (www.gov.uk)

Not everyone needs a ‘Skilled Worker’ visa. If you are applying for a vacancy in health or adult social care, check if you’re eligible to apply for the Health and Care Worker visa instead. It’s cheaper to apply for and you do not need to pay the annual immigration health surcharge.

Relocation expenses may be reimbursed subject to eligibility. The policy provides for reimbursement up to £8,000.