Deputy PALS & Complaints Lead

Royal Berkshire; Reading; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Annual leave up to 33 days (including

Employee Assistance Programme

On-site nursery (RBH)

Cycle to work scheme

Bus to work scheme

Excellent rail and bus links

NHS Discounts

Job summary

Royal Berkshire NHS Foundation Trust is seeking a Deputy PALS and Complaints Manager to lead the complaints and PALS function, manage Datix records, and guide investigations with a focus on candour and high-quality written responses.

You will advise staff, monitor response times, and ensure timely, compliant resolutions in line with NHS regulations, while managing a team and maintaining professional standards.

Qualifications

• Extensive experience of working in a customer facing role.
• Confident at working independently and handling challenging situations.
• Previous NHS experience.
• Qualification in leadership/management.

Responsibilities

• Work collaboratively with the Parliamentary Health Service Ombudsmans office.
• Deputise as appropriate for the Complaints and PALS Managers.
• Be the first point of escalation for enquirers when junior staff cannot assist.
• Line management responsibility for junior staff where appropriate.
• Ensure Complaints and PALS processes adhere to DP/Confidentiality/GDPR principles.
• Promote diversity and generate relationships to support dignity and rights.
• Assist team in workload management and general office duties.

Skills

Excellent written skills

Customer facing experience

Independent working

Problem solving

Education

NHS leadership/management qualification

Tools

MS Office

Excel

Job description

Royal Berkshire NHS Foundation Trust is seeking a Deputy PALS and Complaints Manager to lead the complaints and PALS function, manage Datix records, and guide investigations with a focus on candour and high-quality written responses.

You will advise staff, monitor response times, and ensure timely, compliant resolutions in line with NHS regulations, while managing a team and maintaining professional standards.