Complaints & PALS Manager — Patient Experience Lead

Royal Free London Nhs Foundation Trust; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

The Royal Free London NHS Foundation Trust is seeking an experienced Complaints Officer to support the Divisional Triumvirate in managing PALS and complaints for the health unit. You will draft responses, ensure timely investigations, and provide regular performance reports on complaints handling across the unit.

The role requires strong leadership, excellent report writing, and the ability to work autonomously within the Trust's Complaints Framework and governance structure.

Qualifications

• Experience in complaints handling or patient experience roles.
• Ability to work autonomously and manage conflicting priorities.
• Excellent written and verbal communication in a professional NHS setting.

Responsibilities

• Provide a complaints case management service for patients, public and staff.
• Deputise for Health Unit Patient Experience Lead when needed.
• Oversee PALs and complaints facilitators and administrators to ensure timely investigations.

Skills

Communication skills

Leadership

Report writing

Interpersonal skills

Data analysis

Confidentiality

Education

Undergraduate degree

Masters level qualification

Tools

Datix

Job description

The Royal Free London NHS Foundation Trust is seeking an experienced Complaints Officer to support the Divisional Triumvirate in managing PALS and complaints for the health unit. You will draft responses, ensure timely investigations, and provide regular performance reports on complaints handling across the unit.

The role requires strong leadership, excellent report writing, and the ability to work autonomously within the Trust's Complaints Framework and governance structure.