PALS & Complaints Deputy Manager

NHS Jobs; Reading; On-site; GBP 52,000 - 59,000; Full time

Job summary

Berkshire Healthcare NHS Foundation Trust is seeking a proactive Complaints and PALS lead to manage NHS complaints processes, chair local resolution meetings, and promote best practice across care groups. You will support staff development, training delivery, and ensure adherence to data protection and GDPR standards.

The role requires collaboration with interdisciplinary teams, to maintain high standards of patient care and effective escalation when concerns arise.

Qualifications

• Experience in NHS complaints handling and patient liaison.
• Knowledge of NHS complaints practice and NHS England policy.

Responsibilities

• Monitor and maintain health, safety and security for staff and practitioners in the work area.
• Identify risks in work activities and develop strategies to manage them.
• Operate within risk management/occupational health legislation and Trust procedures.
• Develop own professional skills and performance; act as role model for the team.
• Chair local resolution meetings and other care group meetings as required.
• Deliver and evaluate staff induction training related to customer care and complaints management.
• Participate in in-house complaints training and promote best practice.

Job description

Berkshire Healthcare NHS Foundation Trust is seeking a proactive Complaints and PALS lead to manage NHS complaints processes, chair local resolution meetings, and promote best practice across care groups. You will support staff development, training delivery, and ensure adherence to data protection and GDPR standards.

The role requires collaboration with interdisciplinary teams, to maintain high standards of patient care and effective escalation when concerns arise.