Complaints Manager

Surrey and Borders Partnership NHS Foundation Trust; Leatherhead; On-site; GBP 65,000 - 85,000; Full time

Job summary

Surrey and Borders Partnership NHS Foundation Trust is seeking an experienced leader to head the Complaints, PALS and People’s Experience function in Leatherhead. You will oversee day-to-day management of the Complaints and PALS Team, ensuring concerns are handled professionally, promptly and with a focus on learning and improvement.

You will drive the People’s Experience agenda by integrating learning from complaints, PALS contacts, compliments and real-time feedback to improve care and patient

Qualifications

• Experience leading Complaints and PALS in a healthcare setting.
• Commitment to Duty of Candour and open, honest communication.
• Ability to train staff on complaints handling and investigations.

Responsibilities

• Lead the Complaints and PALS Team.
• Build and maintain relationships with clinical and non-clinical staff across Directorates and Departments.
• Ensure adherence to Complaints Regulations.
• Monitor and report on complaints and PALS performance.
• Engage stakeholders and the local community; articulate policy impact.
• Deliver staff training on complaints handling and investigations.
• Lead on embedding Ai technology (Quail) in complaint responses.

Skills

Leadership

Stakeholder management

People's Experience

Complaints handling

Tools

Quail AI

Job description

We are looking for an experienced, compassionate and highly motivated individual to lead our Complaints, Patient Advice and Liaison Service (PALS) and People's Experience function.

This is an exciting opportunity to play a pivotal role in ensuring that the voices of people who use our services, their families and carers are heard, valued and acted upon. You will lead the day-to-day management of the Complaints and PALS Team, ensuring concerns are handled professionally, sensitively and in a timely manner, while promoting a culture of openness, learning and continuous improvement.

Working across the Trust, you will lead the development of our People's Experience agenda, bringing together learning from complaints, PALS contacts, compliments, concerns and real-time feedback to drive improvements in care, quality and people's experiences of our services.

As a visible and approachable leader, you will support staff at all levels to develop the confidence and skills needed to have open, honest and constructive conversations, particularly when managing concerns or resolving difficult situations.

• 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.

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.

Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast. Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach. For international travel, both Gatwick and Heathrow airports are nearby.

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.

For further details / informal visits contact: Name: Joanna Brittan Job title: Carers & Co-Production Lead Email address: [e-mail] Telephone number: 077768244785