Patient Experience Team Leader

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

With effect from 01 April 2026, NHS Scotland is reducing its full time working week from 37 to 36 hours per week, there will be no change in full time pay.

We are seeking a Team Leader to lead our Patient Experience Team. This is a pivotal role for someone who is passionate about improving how people experience our services, and who can champion a culture of respect, transparency, compassion and accountability.

As Team Leader, you will oversee the management of complaints handling and feedback in line with the NHS Scotland Complaints Handling Procedure and the Patient Rights (Scotland) Act 2011. You will support the team to work in a person‑centred and trauma‑informed way, ensuring that patients, families and colleagues are treated with dignity, empathy and fairness at all times.

We would welcome a team leader who has experience in complaints handling and patient feedback within a complex environment. You will have strong leadership, communication and interpersonal skills, with the ability to build effective relationships across teams. You will have the confidence to work independently, manage competing priorities and deliver high‑quality outcomes under pressure. You will be committed to continuous service improvement, learning from feedback and promoting a positive patient experience culture. Core to your skills will be excellent facilitation, organisational and problem‑solving abilities.

We are looking for a leader who is aspirational, forward‑thinking and committed to innovation, and who will support the ongoing development of the service as we strengthen our culture of continuous learning.

This role offers the right candidate the opportunity to lead a dedicated and values‑driven team working to improve patient experience across NHS Tayside through collaborative working with services and leaders across the organisation. You will have a clear set of objectives and the full support of the leadership team. Importantly, you will have the opportunity to influence how we as a Board meaningfully listen, learn and respond when people feel their expectations have not been met.

You will be required to comply with the Code of Conduct for Healthcare Support Workers in Scotland throughout your employment. Information on the Healthcare Support Worker Regulations can be found on NHS Tayside microsite on Staffnet>Our Websites>Healthcare Support Workers.

Please note: The job description for this post will be reviewed once the postholder is appointed, to ensure it continues to reflect the evolving priorities and needs of the service.

We encourage you to contact us for an informal conversation if you are considering applying for this role, enquiries to: Andy Quigley, Andrew.quigley@nhs.scot or Honor MacGregor honor.macgregor@nhs.scot.

Short-listed applicants will be contacted by email. Please check your emails regularly, including your junk/spam folder.

ADDITIONAL INFORMATION FOR CANDIDATES

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