Band 5 Complaints Administrator

Honeycomb are delighted to be working with the Patient and Client Council to recruit a Band 5 Complaints Administrator. This role is based in Belfast and is temporary until October.

The Company
The Patient and Client Council (PCC) is an independent organisation that represents the views and experiences of people using health and social care services. It works to ensure the public has a voice in decisions about healthcare, supports people with complaints, and promotes public involvement in shaping and improving services.

The Role
As a Practitioner, you will provide advice and support to patients, service users, families and help them navigate health and social care services and have their voices heard. You will work with individuals and groups to gather feedback, encourage public involvement, and support people in raising concerns or complaints.

Key Responsibilities:

• Deliver advocacy, involvement, and support services to the public across Northern Ireland.
• Provide confidential one-to-one advice, guidance, and advocacy to patients, service users, carers, and families.
• Support individuals to raise concerns, complaints, and issues relating to health and social care services.
• Manage a caseload of clients and develop tailored action plans to achieve desired outcomes.
• Operate the PCC helpline, responding to enquiries and providing timely advice and support.
• Signpost individuals to appropriate services and support agencies using a person-centred approach.
• Assess complex situations, identify risks, and escalate safeguarding or welfare concerns where required.
• Accompany and support individuals at meetings with health and social care providers and stakeholders.
• Coordinate and facilitate multi-agency meetings to help resolve concerns and improve outcomes.
• Facilitate public engagement activities, Citizen Hubs, working groups, and consultation events.
• Design and deliver group sessions to capture public experiences and views on health and social care services.
• Gather, analyse, and represent public feedback to influence service improvement and development.
• Build effective relationships with health and social care professionals, community groups, and partner organisations.
• Deliver presentations, information sessions, and awareness-raising activities to a range of audiences.
• Maintain accurate, confidential, and up-to-date case records and management information systems.
• Ensure compliance with relevant legislation, policies, procedures, and quality standards.
• Work collaboratively with colleagues to provide a consistent, integrated, and high-quality service.
• Identify emerging themes and trends from casework and engagement activities to inform organisational priorities.
• Contribute to service development, innovation, and continuous improvement initiatives.
• Maintain professional knowledge and skills through ongoing learning, training, and development.

The Person
Essential Criteria:

• A university degree or a relevant professional qualification

AND

• 1 year's experience working in a paid capacity with vulnerable people who require support to overcome significant challenges

OR

• Experience of liaising or working with statutory and voluntary agencies.
• A current full driving licence and access to a car on appointment

Desirable Criteria:

• A good working knowledge of Health and Social Care Complaints Procedures
• Hold or be working towards a professional qualification in advocacy or a similar relevant discipline

Package and Benefits
This role offers an hourly rate of £15.88 and is based in Belfast. It is temporary until the end of October.

• £15.88
• Temporary until the end of October
• Full-time hours
• Immediate start

To apply in confidence, please submit your CV via the link provided or contact Ashlea Parte for more information.
Please note: Successful candidates may need to complete a Basic or Enhanced Access NI check (fee of £18+). A previous conviction will not automatically prevent appointment; all disclosures are managed confidentially.
"If you have a disability, which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all.
Please note that we are currently receiving an exceptionally high volume of applications and will be unable to shortlist candidates who do not meet the specific requirements for this role. Due to this volume, we may be unable to provide individual feedback. We thank you in advance for your understanding."