Senior Complaints & PALS Lead

Leicestershire Partnership; England; Remote; GBP 42,000 - 56,000; Full time

Job summary

Leicestershire Partnership NHS Trust is seeking a Senior Complaints Officer to support the PALS and Complaints service and ensure compliance with the NHS Complaints Procedure. The post involves managing a caseload of complaints, coordinating investigations and responses, and upholding Trust policies across directorates.

The role provides guidance on complaints processes to staff, patients, relatives and independent contractors, with a focus on learning from complaints and service improvement,

Responsibilities

• Oversee receipt, investigation and resolution of complaints across directorates.
• Quality assure complaint responses and maintain the central complaints database.
• Provide expert advice on complaints processes to Trust staff, patients, relatives and contractors.
• Deputise for the PALS and Complaints Manager as required in operational management.

Job description

Leicestershire Partnership NHS Trust is seeking a Senior Complaints Officer to support the PALS and Complaints service and ensure compliance with the NHS Complaints Procedure. The post involves managing a caseload of complaints, coordinating investigations and responses, and upholding Trust policies across directorates.

The role provides guidance on complaints processes to staff, patients, relatives and independent contractors, with a focus on learning from complaints and service improvement,