Job Title

This post is only open to internal applicants. Assistant Performance and Complaints ManagerBand 5Main area Diagnostics and Therapies Grade Band 5 Contract Permanent HoursPart time Flexible working 26.5 hours per week Job ref 387-DT5131-TJ-B Site Bristol Royal Infirmary Town Bristol Salary £29,970 - £36,483 per annum Salary period Yearly Closing 06/06/2025 23:59 As an organisation we recognise the value of a healthy work-life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life. We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust. Diagnostic &Therapies Division consists of many of the Trustwide services that underpin and support all the other clinical departments. The post holder will; Plan and co-ordinate the use of key resources and monitor capacity and demand for divisional services to ensure that the Division and Trust achieves all relevant performance targets, strategic and clinical objectives and ensure that patient experience is of the highest possible quality. Ensure that patients are managed in line with Trust policies and national standards for booking. The post holder will also work closely with our services, supporting them from a divisional standpoint. Work closely with the Performance & Operations Manager (POM), Assistant General Manager (AGM) and Deputy Divisional Director (DDD) for the Division to support the delivery of high-quality patient centred care and service improvement. Co-ordinate complaints, compliments and FOI requests for the division ensuring that they are responded to in a timely manner. We may close the advert if we have a sufficient number of applications. Main duties of the jobComplaints, compliments and FOI’s · To lead on the coordination of complaints, compliments and FOI requests for the division, ensuring they are responded to in a timely manner and liaising with all disciplines of staff both within and outside the division. · Be responsible for managing a varied caseload of enquiries and complaints independently and without direct supervision, including comprehensive diary management and appropriate prioritisation of work. · Liaise with all levels of staff, other divisions and relevant Trusts to coordinate the resolution of complaints, concerns and enquiries. Performance Management · Provide support to the Deputy Divisional Director (DDD), Assistant General Manager (AGM) and Performance and Operations Manager (POM) in delivery of national and local performance targets. · Validate waiting time breaches (cancer performance targets, referral-to treatment times and 6-week wait pathways), working with the POM to develop action plans to prevent further breaches. · Compile diagnostic 6-week wait (DM01) month-end performance reports on behalf of the division and return to UHBW Performance Analysts. · Monitor outpatient performance metrics including: overdue partial booking patients, missing outcomes, on-holds and inactive referrals, against targets. Investigating and working with the Divisional Management Team and Heads of Service (HOS) to take action where necessary. Working for our organisationUniversity Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as ‘Good’ overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone’s throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we’re meeting our pledge. Detailed job description and main responsibilitiesFor a more detailed job description, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy. Person specificationSkills and AbilitiesExcellent organisational and administrative skills with a high level of accuracy Ability to manage own workload Flexibility to respond to change and lead through change Excellent IT skills including proficiency in all Microsoft packages Good interpersonal and communication skills Skilled in handling and conveying sensitive messages within a challenging environment, whilst maintaining high standards of diplomacy and confidentiality Flexible working practices to meet demands of service Proven ability to analyse complex problems and to develop practical and workable solutions to address them Ability to work as part of a team Knowledge of current NHS issues and policies including performance targets Ability to take a strategic overview, whilst giving due attention to detail Proven ability of data manipulation and creating reports from complex data A pride in the quality and accuracy of your work and attention to detail Co-operative, helpful and flexible attitude to work Genuine interest in the structure and work of the Trust Willingness to undertake training and develop additional skills Forward thinking, innovative and proactive approach to work Ability to build credibility and trust quickly by delivering results Initiative and drive to achieve result Qualifications and TrainingEducated to GCSE, grade C or above (or equivalent) in English Language and Maths Educated to degree level or equivalent experience Post-graduate qualification in healthcare management, or equivalent evidence or continuing professional development We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together. · As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge. · The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers. · UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. · To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview. · If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system. · The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system. · By applying for this post, you are agreeing to University Hospitals Bristol and Weston NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system. · Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or e-mails and we will never ask you for any payments. IMPORTANT: Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form. Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore, please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job. As a guide interviews should usually take place within 3 weeks of the closing date. When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity. Employer certification / accreditation badgesThe postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.#J-18808-Ljbffr