Job Description
Location – All posts are based in Oldbury. The office is conveniently located within 2 mins walk from the Sandwell and Dudley train station. There is parking space available and office space is fully secured.
Complaints and Compliance Officer
Medical Expert Witness Alliance (MEWA) LLP provides cost-effective expert witness services for all Medical, Clinical, Non-Clinical and Forensic specialities with input from established independent experts.
MEWA is a rapidly expanding expert witness service providing expert witness reports to solicitors, private clients and regulatory organisations throughout UK and Ireland. For further information about us, please visit our website on www.mewa.org.uk
We offer an exciting opportunity for you to join a fast-growing organisation to develop your professional experience.
We are looking to recruit a dynamic Complaints and Compliance Officer whose main role will be to undertake compliance checks for internal case management processes and procedures and ensure targets are met. This role will also include managing and resolving any complaints/ concerns raised by experts or instructing parties, in a timely and effective manner. The role will include line management and performance management of the Expert Liaison Administration who leads the expert compliance stream.
Role Description and Key responsibilities
This is a permanent position.
· We are looking for a suitable candidate who can ensure compliance of all MEWA processes and procedures by staff members as well as resolve any complaints/ concerns raised on all expert witness cases within the organisation.
· To develop and demonstrate an excellent understanding of MEWA processes and procedures related to running of expert witness cases on a daily basis to monitor compliance
· To develop and demonstrate an excellent understanding of the MEWA database
· To develop, update and review the methodology of compliance check of MEWA processes and procedures for all staff working within MEWA, including document control, case management, enquiries handling, managing quotes and redaction of documents and experts registration
· To regularly monitor compliance of MEWA processes and procedures for all staff, in a timely and effective manner
· To regularly update MEWA policies and manage compliance with data protection guidelines and ICO
· To manage compliance of MEWA processes while working with new collaborations and tenders with government and private organisations
· To work collaboratively with Operations Manager, Team Leader and Team Leader (Cases) to improve compliance of MEWA processes and procedures
· To monitor and report the compliance targets to Directors as well as work with Office Manager and Team Leaders to identify ways of improving achievement of compliance targets.
· To develop reports for Compliance data and present these to their line manager and Directors on a regular basis
· To manage and review compliance of handover process and raise any queries with Team Leaders on a daily basis, in a timely manner.
· To undertake comprehensive audit reviews and email audits of caseloads to determine compliance.
· To escalate any compliance related training needs for assistant case coordinators, case coordinators and senior case coordinators, arising from the concerns raised, with the Team Leader, Office Manager and Directors
· To undertake training of staff members to ensure compliance with MEWA values and processes and procedures
· To identify opportunities for business development and liaise with third party to avail such opportunities
· To liaise with third party to ensure compliance with processes being adopted with them such as MPS etc.
· To attend conferences/ events to promote MEWA, in conjunction with Operations Manager
· To manage the complaints related to MEWA expert witness cases including developing, updating and managing the complaints policy, investigating the complaint, completing the internal processes and responding to experts/ instructing party
· To liaise with MEWA clients and customers for any concerns and complaints raised by them
· To liaise with the Operations Manager and Directors for any complex expert witness cases and complaints
· To check compliance of all MEWA processes and procedures for cases where complaints have been raised
· To review and update policies, processes and procedures relates to compliance, complaints and line management of their team
· To develop reports for Complaints data and present these to their line manager and Directors on a regular basis
· To represent MEWA in court attendance, if required, in the absence of Operations Manager
· To line manage and performance manage the Expert Liaison Administrator including 1:1s, performance reviews and any other meetings, as required
· To cover the Team Leader in their absence with checking (of quotes, reports, invoices, instructions, addendums, documents received) and arranging cover for caseloads whilst supporting the rest of the team.
· To cover any other team member as required.
· To cover some aspects of the Operations Manager’s role in their absence, as required, especially liaising with instructing parties/ experts and attending court.
· To be able to deal with highly sensitive and confidential information. To have a good understanding of in-house data protection and GDPR policies and advice staff accordingly.
· To raise the profile of MEWA at all opportunities
· Any other appropriate and reasonable tasks in relation to the employment as agreed with your line manager.
· This list is not exhaustive, and we reserve the right to amend this as per the needs of the service/ organisation
This is an office-based role, and the appointed candidate will be expected to work from the office full time. The office has followed government protocol by completing a thorough risk assessment in order to provide a COVID 19 secure working environment.
This is a fairly new and evolving role and the roles and responsibilities of this role will evolve as per the needs of the organisation.
Essential Criteria
· Proven experience of undertaking compliance checks across an organisation or across a department
· Proven experience of developing a department wide methodology of compliance checks
· Proven experience of managing a stream of work across a department or an organisation
· Proven experience of managing and responding to complaints
· Proven experience of line management and performance management of a team
· Proven experience of liaising with a range of external customers/ stakeholders including professionals and public
· Experience of developing, reviewing and updating policies, processes and procedures related to compliance, complaints and line management (including performance management)
· Experience of checking documents prepared by staff members while ensuring accuracy
· Experience of supporting staff members within the team
· Experience of covering other staff members as well as arranging cover for other staff members
· Experience of working in a fast-paced environment
· Demonstrate excellent leadership skills
· Demonstrate ability to adapt in a new environment
· Demonstrate ability to learn new processes and procedures and apply them to queries of staff members
· Demonstrate excellent communication skills, both verbal and written, with the ability to develop good working relationships with instructing party and other members of team.
· Demonstrate ability to work under pressure and to meet tight deadlines
· Demonstrate excellent time management skills, organisational skills and ability to prioritise workload
· Demonstrate ability to work independently as well as part of a team
· Demonstrate excellent ‘attention to detail’ skills as well as problem solving skills
· Good standard of numeracy
· Good record keeping
· Self -starter who can work on own initiative
· Proficient in use of Microsoft office including Word, Excel and database management.
Terms and Conditions
· Job hours: 37.5 hours over a 5-day week. The usual working hours would be 9:00-17:00
· Salary – £30,000 per annum
· Permanent role, subject to 6 months’ probation period
To apply for this post, please provide the following documents via indeed asap.
· CV outlining your relevant experience.
· Supporting Information to identify how you meet the essential and desirable criteria for this post
Interview Date- ASAP TBC in Oldbury
Start date- ASAP
Please note that all applications resulting in offers of employment are conditional upon satisfactory pre-employment checks which include, but are not limited to, satisfactory references, proof of qualifications and our satisfaction that applicants have any unspent criminal convictions (disclosures are subject to the Rehabilitation of Offenders Act 1974).
We encourage you to apply as soon as possible as we reserve the right to close the applications earlier depending upon the volume of applications we receive.
If you haven’t heard from us within 3 weeks of the application, please assume that you have been unsuccessful on this occasion.
Job Types: Permanent, Full-time
Pay: £30,000.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Ability to commute/relocate:
- Birmingham, West Midlands: reliably commute or plan to relocate before starting work (required)
Experience:
- managing complaints: 1 year (required)
- Compliance management: 1 year (required)
Work Location: In person
