Deputy PALS and Complaints Manager

The Royal Berkshire; Reading; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

NHS pension scheme

Flexible working

Annual leave 27 days + bank holidays

Employee Assistance Programme

Cycle to work scheme

On-site nursery

Job summary

The Royal Berkshire NHS Foundation Trust is seeking a Deputy PALS and Complaints Manager to lead the complaints and PALS function and protect patient experience. You will manage Datix, undertake investigations, and draft responses with care and clarity.

The role requires strong communication, empathy and the ability to work within NHS regulations while supporting staff and service users. On-site role based in Reading.

Qualifications

• Excellent written English demonstrated in drafting complex response letters.
• Ability to work within NHS regulations and policies.
• Strong interpersonal skills to support staff and stakeholders.

Responsibilities

• Manage, monitor and maintain the Datix system with accurate records for complaints and PALS.
• Plan and organise workload, acting independently within guidelines.
• Conduct thorough impartial investigations and draft high‑quality response letters.
• Advise staff to ensure timely investigations of complaints/PALS per NHS regulations.
• Communicate under pressure with empathy to those in highly emotional states.
• Monitor complaint response times as directed by the Complaints Manager.
• Respond to all complaints within the Trust's timescales and escalate delays.

Skills

Outstanding communication

Empathy

Networking

Relationship building

Job description

An opportunity has arisen to join our team as a Deputy PALS and Complaints Manager. This is a very rewarding role with a chance to make a real difference to the lives of our service users.

If you are someone who has outstanding communication skills, excels in helping others, with a natural affinity for networking and building relationships, and capable of showing genuine compassion and empathy, we would love to hear from you.

• Manage, monitor and ensure the maintenance of the Datix system, ensuring all records are accurate, enabling efficient management of the complaints/PALS department and the complaints/PALS processes. Maintain accurate and contemporaneous records on the Trust’s DATIX system
• Plan, organise and take full responsibility of your workload, acting independently within appropriate guidelines and where necessary referring to PALS and Complaints Managers
• Undertake thorough, impartial investigations and draft complex response letters, to a high standard of written English, ensuring the principles of being open and duty of candor are applied and recommendations or actions are included
• Support and advise staff, at all levels, when responding to complaints/PALS to ensure the complaints and concerns are appropriately investigated and responded to in a timely fashion as outlined in the NHS regulations
• Communicate under pressure, remaining calm and avoiding conflict, dealing with people who may be in a highly emotional state or recently bereaved. These difficult conversations may be planned or unplanned
• Monitor the complaint response times, as directed by the Complaints Manager
• Respond to all complaints within the timescale set by the Trust and agreed with the complainant, utilising the Trust’s escalation process if a complaint response becomes delayed.

Our values

Compassionate, Aspirational, Resourceful, Excellent, reflect the type of Trust we aspire to be and you can join our dedicated and talented staff to make this happen.

Staff Benefits

• Flexible working opportunities and a strong emphasis on your work, life balance
• Annual leave – 27 days for new starters, plus bank holidays. Increasing to 29 days after 5 years and 33 days after 10 years NHS service. Pro rata for part time staff
• NHS pension scheme
• Employee Assistance Programme
• Money Advise Service
• Generous maternity, paternity and adoption leave for eligible staff
• On-site nursery (based at RBH)
• Full educational library services
• Cycle to work scheme, lockable storage for cycles
• Bus to work scheme
• Excellent rail and bus links
• A huge range of Health Service Discounts at hundreds of big brands from holidays to gadgets and restaurants to retail.

We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where possible. All applicants who have a disability and meet the minimum criteria for the post can opt for a guaranteed interview.

The Trust may close any vacancy prior to the advertised closing date due to the high level of responses we receive for some of our vacancies.

For further details / informal visits contact: Name: Laura Robinson Job title: Senior Manager, Patient Experience Email address: [e-mail] Telephone number: 07739321673