Deputy PALS and Complaints Manager

The Methodist Church in Britain; England; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Flexible working opportunities

NHS pension scheme

On-site nursery

Cycle to work and bus schemes

Staff discounts

Job summary

Royal Berkshire NHS Foundation Trust is seeking a Deputy PALS and Complaints Manager to lead the complaints and PALS function. You will investigate complaints impartially, draft detailed reply letters, and maintain Datix records with accuracy.

You will deputise for managers, line manage junior staff, chair local resolution meetings, and liaise with the Parliamentary and Health Service Ombudsman. The role requires confident handling of challenging, emotionally charged conversations within NHS

Qualifications

• Extensive experience in a customer-facing role.
• Management experience.
• Excellent written English.
• MS Office literacy.
• Proficient with data and Excel spreadsheets.
• Strong problem solving and guidance skills.
• Able to work independently and handle challenging situations.
• Approachable, confident and diplomatic manner.
• NHS experience is desirable.
• Leadership/management qualification desirable.
• Evidence of continuing professional development.
• Experience with distressed or bereaved service users.

Responsibilities

• Manage and maintain accurate records on the Datix system for the complaints and PALS department.
• Plan and manage own workload independently, referring to managers where needed.
• Investigate complaints impartially and draft complex response letters applying duty of candour.
• Support and advise staff at all levels on responding to complaints and PALS concerns within NHS timescales.
• Handle emotionally charged and bereavement-related conversations, planned or unplanned, calmly.
• Monitor complaint response times as directed by the Complaints Manager.
• Respond to complaints within agreed timescales, using the escalation process when delayed.
• Deputise for the Complaints and PALS Managers.
• Act as first escalation point when junior staff cannot resolve an enquiry.
• Line manage junior staff as appropriate.
• Work with the Parliamentary and Health Service Ombudsman's office.
• Chair local resolution meetings and care group meetings as required.

Skills

Customer-facing

Management experience

Written English

MS Office

Data handling

Excel

Problem solving

Independence

Diplomatic manner

Education

N/A

Tools

MS Office

Job description

This Deputy PALS and Complaints Manager post at the Royal Berkshire NHS Foundation Trust sits in the complaints and PALS team. The work centres on investigating complaints impartially, drafting detailed response letters, and keeping accurate records on the Datix system. It also carries deputy cover, line management of junior staff, chairing local resolution meetings and liaison with the Parliamentary and Health Service Ombudsman. Fit turns on customer-facing and management experience and confidence handling challenging situations.

What the job involves

• Manage and maintain accurate records on the Datix system for the complaints and PALS department
• Plan and manage own workload independently, referring to managers where needed
• Investigate complaints impartially and draft complex response letters applying duty of candour
• Support and advise staff at all levels on responding to complaints and PALS concerns within NHS timescales
• Handle emotionally charged and bereavement-related conversations, planned or unplanned, calmly
• Monitor complaint response times as directed by the Complaints Manager
• Respond to complaints within agreed timescales, using the escalation process when delayed
• Deputise for the Complaints and PALS Managers
• Act as first escalation point when junior staff cannot resolve an enquiry
• Line manage junior staff as appropriate
• Work with the Parliamentary and Health Service Ombudsman's office
• Chair local resolution meetings and care group meetings as required

What's required

Experience

• Extensive experience in a customer-facing role
• Management experience

Skills & knowledge

• Excellent written English
• MS Office literacy
• Confident handling data and creating spreadsheets in Excel
• Problem solving and providing guidance to others
• Confident working independently and handling challenging situations
• Approachable, confident and diplomatic manner

Nice to have

• Previous NHS experience
• Qualification in leadership or management
• Evidence of continuing professional development
• Experience working with distressed or bereaved service users

What's offered

• Flexible working opportunities
• 27 days annual leave for new starters plus bank holidays, rising to 33 days with NHS service, pro rata for part time
• NHS pension scheme
• Employee Assistance Programme and Money Advice Service
• Maternity, paternity and adoption leave for eligible staff
• On-site nursery at Royal Berkshire Hospital
• Cycle to work and bus to work schemes
• NHS staff discounts at a wide range of brands