Complaints Manager

Surrey and Borders Partnership NHS Foundation Trust; Leatherhead; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading healthcare provider in Leatherhead is seeking a Complaints and PALS Manager to oversee the management of the complaints team and ensure high-quality service. The role requires strong relationship-building skills and the ability to deliver training on complaints handling effectively. The ideal candidate will have experience in managing service complaints and supporting staff to enhance service quality.

Benefits

Flexible working arrangements

Free parking

Health and wellbeing support

Qualifications

• Experience managing a complaints or customer service team.
• Ability to articulate policies and develop performance monitoring.
• Skills in training staff on complaints management.

Responsibilities

• Manage the Complaints and PALS Team.
• Deliver training for staff on complaints handling.
• Produce reports for Governance committees.
• Lead on implementing AI technology in complaints process.

Skills

Relationship management

Training and development

Complaints handling

Root Cause Analysis

Communication

Job description

Overview

The post holder will be responsible for ensuring the effective day-to-day management of the complaints and PALS team within the Trust. To lead in facilitating negotiated solutions or resolution of issues as speedily as possible, in relation to the concerns of people, their carers and families. To be visible and approachable to people who use services, carers and their family and lead on the undertaking of the Patient Advice and Liaison Role. The post holder will need to be able to ensure that people are treated appropriately, professionally and with respect during the complaints process and that the Trust values are visible in leadership behaviour. There is also a requirement to teach others best practice and key skills related to having difficult but open and honest conversations. The post holder will work in collaboration to increase people\'s awareness of how to raise a concern and support people giving feedback through multiple channels. The post holder will take the lead on developing our People\'s Experience work across the Trust drawing together complaints/PALS feedback with our real time experience feedback.

Responsibilities

• To manage the Complaints and PALS Team
• To build and maintain good relationships with clinical and non-clinical staff across Directorates and Departments. To ensure the Trust adheres to the Complaints Regulations
• Monitor and report on complaints and PALS performance
• To build and maintain good relationships with key stakeholders and the local community.
• Articulate the significance and potential impact of government policies as they relate to policy, practice, and its development.
• Proactively work within the principles of being open and honest (Duty of Candour)
• The post holder will deliver a training programme for all staff on complaints handling and specific training for investigating officers.
• The post holder will lead on the implementation and embedding of Ai technology (Quail) within complaint responses to ensure that it is being utilised optimally across the Trust.
• To act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation.
• To ensure action plans arising from complaints are completed, monitored and implemented.
• To manage a log of all compliments received by the Trust.
• Lead on supporting managers and staff regarding the implementation of the Trust\'s policies and procedures relating to the handling of complaints, including training at induction and within existing staff teams.
• Lead on promoting awareness of the benefits of learning from handling complaints to improve service provision and influence a culture of fair blame, open and honest reporting and investigation.
• Act as a Root Cause Analysis investigator for the Trust, where required.
• Lead on the development and delivery of training packages to staff and managers relating to the management of complaints through inducted, targeted team training and awareness raising events.
• Lead on creating a culture of learning, review and quality improvement.
• Provide coaching and encouragement on complaint issues in formal and informal settings.
• Produce regular reports for Governance committees or related groups.
• Provide help to people, their carers and families in accessing specialist advocacy or other voluntary services including interpreting services as appropriate.
• Prepare and deliver presentations to publicise PALS to a range of stakeholders.
• Provide support and training to managers and staff on PALS and ensuring a person-centered service.
• Lead on ensuring the Trust is inclusive and supports flexible working arrangements where possible.

Additional information

Surrey and Borders Partnership NHS Foundation Trust is the leading provider of mental health, learning disability, neurodevelopmental and drug and alcohol services in Surrey and North East Hampshire. We support people of all ages and are passionate about providing high quality care that is delivered at the right time as close to home as possible to help people recover and stay well. We are one of the top 10 mental Health, Learning Disability and Community Trust to work for nationwide. Our Trust is an inclusive and supportive employer that offers a wide range of staff networks, flexible working, free parking and excellent health and wellbeing support. We also provide a wide range of opportunities to help staff develop and progress.

Notes: Please note that we reserve the right to close posts as soon as sufficient applications are received. Regrettably, due to UK Home Office requirements we cannot offer sponsorship for all our job roles. Applicants must have the right to work in the UK for the duration of the role. We look forward to receiving your application!