Job overview
The post holder will be responsible for ensuring the effective day-to-day management of the complaints and PALS team within the Trust. To lead in facilitating negotiated solutions or resolution of issues as speedily as possible, in relation to the concerns of people, their carers and families. To be visible and approachable to people who use services, carers and their family and lead on the undertaking of the Patient Advice and Liaison Role.
The post holder will need to be able to ensure that people are treated appropriately, professionally and with respect during the complaints process and that the Trust values are visible in leadership behaviour. There is also a requirement to teach others best practice and key skills related to having difficult but open and honest conversations. The post holder will work in collaboration to increase people’s awareness of how to raise a concern and support people giving feedback through multiple channels.
The post holder will take the lead on developing our People’s Experience work across the Trust drawing together complaints/PALS feedback with our real time experience feedback.
Main duties of the job
- Monitor and report on complaints and PALS performance
- To build and maintain good relationships with key stakeholders and the local community.• Articulate the significance and potential impact of government policies as they relate to policy, practice, and its development.• Proactively work within the principles of being open and honest (Duty of Candour)• The post holder will deliver a training programme for all staff on complaints handling and specific training for investigating officers.
- To manage the Complaints and PALS Team • To build and maintain good relationships with clinical and non-clinical staff across Directorates and Departments.• To ensure the Trust adheres to the Complaints Regulations
- The post holder will lead on the implementation and embedding of Ai technology (Quail) within complaint responses to ensure that it is being utilised optimally across the Trust. • To act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation.
Candidates who are shortlisted will be invited to undertake a:
Psychometrics (virtual) w/c 3rd August 2026
Interviews will take place on Tuesday 11th August 2026
Detailed job description and main responsibilities
Please check the job description & person specification document for more information on the requirements for this job
Person specification
Experience
Essential
- Experience of producing reports to show complaints performance and trends
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Applying for this NHS job
This advert is for Complaints Manager with Surrey and Borders Partnership NHS Foundation Trust in Leatherhead, South East, England. It is listed as a Band 7 Manager and corporate role. The advertised salary is £51,657 - £58,785 Incl. 5% Fringe HCAS, pa, pro rata.. The contract type is Permanent. The application deadline is 24 Jul 2026.
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