Head of Complaints & PALS

Job overview

Head of Complaints & PALS

Are you an experienced senior leader with a strong background in complaints, patient experience, governance or quality improvement? Do you have the skills to lead a high-profile service that sits at the heart of learning, responsiveness and service improvement?

We are looking for a Head of Complaints and PALS to lead our corporate Complaints and PALS function. This is a key leadership role, responsible for ensuring that concerns and complaints are managed effectively, compassionately and in line with national standards, while also helping the Trust learn from feedback and improve the quality of care we provide.

Main duties of the job

You will lead the Complaints and PALS Team, provide expert advice to senior leaders, and work in close partnership with clinical and operational services across the Trust. You will help ensure a consistent and responsive approach to local resolution, formal complaints, thematic learning and service improvement.

We are looking for someone who is highly organised, politically astute and able to manage complex and sensitive issues with professionalism, empathy and sound judgement. You should have significant experience of working with senior managers, handling complex concerns, producing high-quality reports, and using data and intelligence to drive improvement. Experience in governance, investigations, mediation or quality improvement would be an advantage.

This is an exciting opportunity to lead an important function, influence improvement across the Trust, and make a real difference to patient and carer experience.

Detailed job description and main responsibilities

If you are someone with a passion for improving the patient experience and can evidence drive, initiative and enthusiasm, then we would like to hear from you.

For questions about the job, please contact

Evah Marufu on:

[email protected]

Contact:  07908140309