PALS and Complaints Manager

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Detailed job description and main responsibilities

The role also requires the person to have good organisational and time management skills, people management skills and the ability to manage competing priorities against tight deadlines.

Part of the role will require the provision of high quality guidance and support to Divisions on resolving and responding to PALS concerns and complaints and also drafting responses. They will also be required to support the provision of data to facilitate the performance management of complaints. Previous experience of handling complaints and knowledge of the NHS Complaints Regulations, legislation and guidelines is essential.

The post holder will be required to work across both Chelsea and Westminster Hospital and West Middlesex Hospital sites.

Person specification

Essential

Essential criteria

• Experience managing complaints in a statutory organisation

Essential

Essential criteria

• Experience of working in the NHS or other statutory organisation
• Experience of managing a team
• Experience of working with senior colleagues to resolve complex complaints
• Experience of managing staff sickness and performance
• Experience in arranging and taking part in LRMs to resolve complaints
• Experience of handling complex and contentious complaints to resolve

Important

• The closing date given is a guide only. There may be some occasions when we have to close a vacancy once sufficient applications have been received. You are therefore advised to submit your application as early as possible to avoid disappointment.
• Please check your emails regularly as this is how we will communicate with you throughout the recruitment process.
• If you have not heard from us within 3 weeks after the closing date, we regret that this usually means your application was not successful.
• In submitting an application, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process, should you be appointed to the post.
• During the recruitment process your identity documentation (ie passport, driving licence, visa etc) will be scanned using a device which recognises UV, infrared and machine-readable zone security features of the documents provided.
• Employment at the Trust is offered subject to successful completion of a six month probationary period.

Employer certification / accreditation badges

Applicant requirements

The 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.

Documents to download

• JD and PS PALS and Complaints Manager (PDF, 1.1MB)
• Functional Requirements (PDF, 528.6KB)
• Guidance for applicants (PDF, 85.4KB)
• Policy Statement (PDF, 144.5KB)
• Staff Benefits and Wellbeing (PDF, 196.5KB)
• Recruitment Pack (PDF, 2.8MB)