Experience

The Royal Wolverhampton NHS Trust

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Head of Patient Experience and Public Involvement

  • Dec 2015 - Present

  • NHS statutory complaint handling • Equality, Diversity and Inclusion including Accessible Information Standards and the Contractual Requirements with CCG • Patient Voice and Engagement • The Trust's Volunteer Base • Parliamentary Health Service Ombudsman (PHSO) • NHS statutory complaint handling • Equality, Diversity and Inclusion including Accessible Information Standards and the Contractual Requirements with CCG • Patient Voice and Engagement • The Trust's Volunteer Base • Parliamentary Health Service Ombudsman (PHSO)



City of Wolverhampton Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Customer Relations and Complaints Manager

  • Aug 2012 - Dec 2015

  Overview: Complaints Investigation and Resolution •Customer Relations and Mediation •Social Care and Public Health legislation •Team building / leadership •Strategic planning •Local Government Ombudsman • Children in Need/Child Protection complaint case managementThe role involved taking the lead responsibility on behalf of the directorate in coordinating matters related to complaints, compliments and comments from adults, carers, children and their families using services provided by the community directorate, including facilitating joint responses for cross boundary complaints which concern health and social care services.Duties included:• Ensuring that the directorate handle complaints in accordance with relevant statute for children, adult and public health services and where necessary ensure progression through formal statutory stages are adhered to, appointing investigating officers, independent officers and panel members when necessary.•Ensuring policies, procedures and public information in relation to complaints are reviewed annually and compliant with the relevant statute and embrace current national thinking and best practice.•Ensuring that a personalised approach, underpinned by a risk assessment is adopted for all adult social care complaints.•The production of annual reports based on complaint activity and ensuring that the content is relayed to directors, elected cabinet members and to the public.• Extensive mediation and resolution with complainants and social care/public health professionals.



City of Wolverhampton Council (West Midlands Pension Fund)

• Assistant Divisional Manager - Operations

  • Aug 2008 - Aug 2012

  Overview:•Instrumental in building and managing a strong team who deal with the rapid growth of Regulatory changes in Local Government Pensions.• Multiple project management work initiatives including investigation of anomalies and analytical assessment of AVC Funds and possible scheme annuities•Liaising with Legal Department on issues relating to appeals for payment of death grants.•Implementation and compliance with the Fund’s Internal Dispute Resolution Procedure, including communicating with Pensions Ombudsman and The Pensions Advisory Service (TPAS).•Recruitment and Selection of staff, including compliance and implementation of all HR procedures and quality standards.•Strategic planning particularly for compliance with internal and external payroll deadlines.•The creation of guidance and the implementation of an electronic workflow management system.•Organisational change and transformation.•Headed and delivered a training programme for staff studying Diploma in Pensions Management Qualification.• Implementation of lean and six sigma principalsDuties included facilitating the daily management of a team specialising in the implementation of Local Government Pension Scheme Regulations together with benefits arising from that. Providing technical support to ensure the team operates in compliance with the law, rules and regulations and other associated legislation (both historic and current), determining work priorities, setting team objectives and targets through performance management, developing team skills, driving improvement and contributing to developing best practice and measuring compliance to pre-determined service level agreements using key performance indicators.To be accountable for the accurate calculation and payment of benefits using discretion and initiative to analyse and resolve complex cases using specialist knowledge.