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Complaints Coordinator

We care about everything we do, we offer more than just another job. We provide excellent training, ongoing support and development, plus a family feel culture, making it a great place to work

Pulse Nursing is looking for a Complaints Coordinator to join our team in our Kings Cross office.

Job Scope: 

The post holder will be responsible for ensuring service excellence through the administration handling of complaints and incidents in accordance with the Pulse and ICS Incidents and Complaints procedure and the CPP framework requirements. They will be ensuring all complaints and incidents are dealt with in a timely, confidential and professional manner working closely with the Complaints Nurse and Clinical Lead.

The post holder will be responsible for maintaining and updating the Datix system to reflect 

Key responsibilities: 

  • Recording all incidents and complaints to the Datix system
  • Liaising with Associates to inform them of all reported incidents and complaints and keep them updated as to the status of any ongoing investigation
  • Supporting the Complaints Nurse and Clinical Lead as required.  
  • Identify and offer solutions to issues or concerns raised within the complaints team and where appropriate escalating these to the Complaints Nurse and Clinical Lead. 
  • Request statements from Associates and send base responses to clients
  • Drafting and sending appropriate base responses ensuring they are individually tailored to each complaint or incident that is received by the client.
  • IQX file checks to ensure candidate compliance as part of an investigation.
  • Answering incoming calls from clients, professional bodies, authorities and associates.
  • Adhering to employment legislation
  • Develop and maintain good working relationships all teams across the division so that there are open communication channels as it relates to incidents and complaints  
  • Attending clinical team meetings
  • Participate in Incidents and complaints update meetings with Business Managers
  • Supporting the Clinical Nurse Advisor/ Clinical Lead with managing complaints and incidents and logging incidents in their absence.
  • Ensuring Datix is updated with all actions taken regarding the investigation of a complaint / incident
  • Ensuring IQX is accurately updated regarding all investigation into complaints / incidents
  • Communicating professionally both verbally and via email to associates and clients.
  • Include Clinical Nurse Advisor into all written communication that is being sent back to the client and the associate.
  • Ensure all complaints that are directly received are escalated to the Complaints Nurse and Clinical Lead
  • Drafting and sending correspondence to Associates for Investigation and Disciplinary Meetings
  • Recording accurate minutes of all Investigation Meetings and Disciplinary Hearings
  • Escalating immediately any moderate or Safe guarding complaints / incidents to the Complaints Nurse and Clinical Lead
  • Taking a proactive approach to the role to support the Complaints Nurse and Clinical Lead 

Perks, Benefits and Reward 

Benefits 

We recognise that everyone has different priorities and lifestyles, and our flexible benefits package reflects this. Benefits range from a matching contribution pension scheme and a healthcare cash plan to flexible holiday options and discounted shopping vouchers.

  • Buy and sell holiday
  • Corporate discounts
  • Career development
  • Cycle2Work scheme
  • Discounted shopping vouchers
  • Healthcare insurance
  • Life assurance
  • Matching pension scheme

Career Development

Our business is always changing, and so are you. To ensure you’re fully prepared for these changes and ready to reach your full potential we offer continuous learning and development. We’re passionate about helping our people grow and promote internal progression and mobility.

  • Management and leadership training
  • On-boarding
  • Personal development
  • Role-specific training
  • Work-based qualifications

Reward and Recognition

We want to share our successes, recognise excellent performance and promote healthy competition, which is why we offer competitive salaries, bonus schemes linked to performance and a whole host of recognition awards. Work hard and it’s entirely possible you’ll be recognised as an exceptional performer.

  • Annual awards
  • Exceptional performance awards
  • Long service recognition

Pulse Nursing are part of the UKICS Group, UKICS are an equal opportunities provider.

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London, King's Cross

223
N1 9NG London Directions

Perks, Benefits and Reward


Benefits

We recognise that everyone has different priorities and lifestyles, and our flexible benefits package reflects this. Benefits range from a matching contribution pension scheme and a healthcare cash plan to flexible holiday options and discounted shopping vouchers. 
• Buy and sell holiday
• Corporate discounts
• Career development
• Cycle2Work scheme
• Discounted shopping vouchers
• Healthcare insurance
• Life assurance
• Matching pension scheme


Career Development

Our business is always changing, and so are you. To ensure you’re fully prepared for these changes and ready to reach your full potential we offer continuous learning and development. We’re passionate about helping our people grow and promote internal progression and mobility. 
• Management and leadership training
• On-boarding
• Personal development
• Role-specific training
• Work-based qualifications


Reward and Recognition

We want to share our successes, recognise excellent performance and promote healthy competition, which is why we offer competitive salaries, bonus schemes linked to performance and a whole host of recognition awards. Work hard and it’s entirely possible you’ll be recognised as an exceptional performer.
• Annual awards
• Exceptional performance awards
• Long service recognition


Wellbeing

More than just a buzzword, we really do care about your wellbeing and encourage you to do the same. Our health and wellbeing coaches run smoking cessation and weight loss campaigns to help our people to achieve a healthier lifestyle. We also have a number of qualified mental health first aiders providing a vital support network, discounted gym memberships, free fruit; and our employee assistance programme is there to help you with life’s little ups and downs.
• Cycle2Work scheme
• Discounted gym membership
• Employee assistance programme
• Flexible working
• Free fruit
• Healthcare cash plans
• Mental health first aiders
• Paid time off for charity work 
• Staff wellbeing initiatives 

Our Culture

 


 

Independent Clinical Services is a global workforce management solutions and services provider for the health and life science sectors. We know that our people are what drive our success. We foster an environment that enables them to be individuals, to be entrepreneurial, and to make tangible contributions towards the growth of our businesses. 

 

We strive to provide our people with the tools and the environment to build a meaningful and successful career with us, from wellbeing and flexibility to expansive client and candidate networks. 

We reward high performance and ensure employees feel part of our growth strategies and successes. Our commitment to employee development through training, personal development plans, professional qualification support and career progression has resulted in excellent retention levels.

 

 

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