Operations Support Assistant

are you meticulous in your attention to detail and enjoy working to deadlines?

do you have a passion for improving service delivery and quality improvement?

if so, then we are keen to hear from you for an exciting opportunity within the operations team, based at our kingston crescentsurgery. As operations support assistant, you will predominantly bedealing with complaints, compliments and patient feedback to the practice. The post can be demanding at times, but can bring great jobsatisfaction, as you will have crucial input into improving the experiences and outcomes for our patients.

if you have a passion for finding the root cause of an issue and can make an unbiased decision from an investigation, then we are keen to hear from you.

previous applicants need not apply.

an exciting opportunity has arisen to join the operations team, basedat our kingston crescent surgery as operations support assistant.

you will be dedicated to providing a high-quality service and quality improvement for patients and their families/carers by supporting the resolutionof concerns and complaints, in line with nhs guidance.

you will be predominantly responsible for dealing with the complaints and ensuring ongoing communication and effective engagement of all parties involved in the process.

as part of your role, you will also be required to take part inreflective learning and contribute to the smooth running of the operations department through administrative support.

the role requires attention to detail and the post holder must be able to reprioritise their workload regularly and proactively. The post can be challenging but is highlyrewarding as you will have crucial input into improving the experiences and outcomes for our patients and their families/carers. Working closely with the operations lead, you will have lots of support and training available to you.

please be aware, this is not a patient facing role, and will require resilience.

for further information on the role, please see the vacancy pack attached to this advert (to the right on a pc, at the bottom on mobile).

you will also find an example of a letter that you may be asked about at interview, within the vacancy pack.

portsdown group practice covers thewhole of portsmouth from postcodes po1 to po7.we operate from 6 surgeries: cosham park house (po6 3bg), crookhorn lane(po7 5xp, heyward road (po4 0dy), kingston crescent (po2 8al), paulsgrove (po64hj), and somerstown (po5 4ez).

we are our own primary care network(pcn). We have clinical partners, salaried gps and a comprehensive nursing and extended clinical team overseen by our clinical team manager. The team consists of nurse / paramedic practitioners, registered nurses, hcas, mskphysiotherapists, podiatrist, social prescribers and careco-ordinators. The pharmacy team consists of clinical pharmacists and pharmacy technicians.

the practice is well established, financially secure and successful. Over the last few years, we have earned maximum qofpoints.

please ensure you read our comprehensive vacancy pack and job description to the right. This will provde you with further information on the role, and enable you to complete your online application.

• minimum 5 years experience in a work environment
• experience in dealing with challenging or difficult circumstances that you can evidence in your application
• significant experience of working in a patient, public or customer facing role.
• experience of dealing with nhs complaints
• experience in verbal and written complaint responses

• highly motivated
• proactive problem-solving skills
• excellent it skills with strength in microsoft excel
• high attention to detail
• excellent planning skills and the ability to respond to time frames and deadlines
• confident and willing to appropriately debate or negotiate where necessary
• positive attitude with customer service as a core value
• highly organised in managing own workload
• able to act on own initiative when required

• excellent achievement in english gcse or equivalent
• customer service qualification or equivalent
• nhs complaints training

• customer service
• complaints management
• nhse complaints time frames
• knowledge of patient advocacy services
• significant event understanding

• do you require sponsorship from portsdown group practice?