Complaints Manager

NHS; Leatherhead; On-site; GBP 50,000 - 57,000; Full time

Job summary

A regional healthcare trust is seeking a Complaints Manager based in Leatherhead. The role involves leading the complaints and PALS team, ensuring effective management, and developing training programs related to handling complaints. The ideal candidate will have over 2 years of relevant experience and demonstrate excellent communication and leadership skills. This permanent full-time role offers a salary between £50,008 to £56,908 per year.

Qualifications

• Minimum 2 years in management of complaints and people's experience.
• Understanding of the Complaints regulations.
• Experience in leading and managing teams.

Responsibilities

• Manage the Complaints and PALS team effectively.
• Develop and deliver training on complaints handling.
• Monitor and report on complaints performance.
• Lead the implementation of AI technology in complaints management.
• Advise people and families on accessing services.

Skills

Management of complaints

Team leadership

Communication

Problem-solving

Report production

Tools

Complaints AI software

Job description

Complaints Manager

The closing date is 28 September 2025

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.

Main duties of the job

• 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.
• Lead on creating an environment where staff see change as an essential element of health and social care, demonstrated through a quick and positive response in the face of the need for change.
• Provide assistance to other members of the Nursing Directorate in delivering activities that may be deemed necessary to meet any safety, risk or quality requirements, where required.
• The post holder will lead on developing and delivering training packages to staff and managers relating to the management of complaints through inducted, targeted team training and awareness raising events.
• 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.
• Take advantage of both formal and informal settings to provide people with coaching and encouragement on complaint issues
• Produce regular reports for Governance committees or related groups.
• To 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.

Person Specification

Experience

• Relevant experience of which at least 2 years in a role related to the management of complaints and people\'s experience
• A clear understanding and a working knowledge of the Complaints regulations
• Managing Teams in a Senior Role.
• Ability to identify issues, and implement solutions.
• Ability to communicate with others at all levels.
• Prioritise the Team\'s workload alongside your own workload
• Experience on using complaints AI software
• Experience of producing reports to show complaints performance and trends

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name: Surrey and Borders Partnership NHS Foundation Trust

Address: Surrey and Borders Partnership Trust Headquarters, Leatherhead

£50,008 to £56,908 a year incl. 5% Fringe HCAS, pa, pro rata.

Contract: Permanent

Working pattern: Full-time

Reference number: 325-7446939-CORP

Job locations: Surrey and Borders Partnership Trust Headquarters, Leatherhead