Job summary
We are seeking a skilled and compassionate leader to manage the Trust's Complaints and PALS functions. As the Complaints and PALS Senior Manager, you will provide strategic oversight, ensuring robust governance, high-quality responses, and continuous improvement across all patient feedback processes. You will act as the lead advisor to senior management on complaints strategy, policy, and performance, and represent the Trust in discussions with regulators and external partners.The postholder will manage complex complaints requiring expert clinical knowledge, supporting resolution through investigation and liaison with external organisations. You will also clinically supervise and advise colleagues, ensuring consistency and quality in complaint handling. This role is central to driving service transformation, improving patient experience, and embedding a culture of learning and accountability across the Trust.
Main duties of the job
The postholder will lead and coordinate the Trust's Complaints and PALS service, acting as the central point of contact for feedback, including concerns, and complaints, You will ensure statutory, CQC and organisational requirements are met, and that all complaints are investigated thoroughly and within required timescales, reflecting NSFT's strategic commitment to improving services and outcomes.You will personally manage complex, high-profile complaints, provide expert advice to senior leaders and clinicians, and represent the Trust in formal correspondence with regulators including the Parliamentary and Health Service Ombudsman. The role involves driving continuous improvement, implementing innovative approaches, and embedding learning across the organisation.You will oversee reporting systems, performance dashboards, and thematic reviews, ensuring data informs service improvement. The postholder will provide professional leadership, supervision and development for the team, and act as a visible leader across the Trust. You will also manage the service budget and ensure alignment with strategic objectives.
About us
Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.
Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.
Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.
Job description
Job responsibilities
Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed
Job description
Job responsibilities
Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed
Person Specification
Qualifications
Essential
- Registered health or Social Care Professional
- Master's Degree Level Qualification or equivalent experience
Desirable
Experience
Essential
- Demonstrable Knowledge and understanding of NHS complaints procedures and statutory requirements
- Extensive Experience of handling concerns and complaints in a customer or patient facing role, preferably in a healthcare setting
Desirable
- Experience of delivering complaints investigation and report writing training
- Experience of working in a mental health care setting
Skills
Essential
- Able to hold the team and a range of stakeholders to account, ensuring complaints are responded to on time and to a high standard
- Highly developed relationship-building and negotiation skills, with a proven ability to constructively challenge and support senior leaders across the organisation to drive improvements beyond the immediate team
Desirable
- Understanding of Quality Improvement methodologies and their application in improving the complaints process
Knowledge
Essential
- Understanding of NHS terminology and organisational structures, Care Quality Commission (CQC) and other regulatory requirements.
- Extensive knowledge of leading evidence-based complaints and PALS improvement initiatives
Desirable
- Knowledge of inpatient and community services and pathways
Person Specification
Qualifications
Essential
- Registered health or Social Care Professional
- Master's Degree Level Qualification or equivalent experience
Desirable
Experience
Essential
- Demonstrable Knowledge and understanding of NHS complaints procedures and statutory requirements
- Extensive Experience of handling concerns and complaints in a customer or patient facing role, preferably in a healthcare setting
Desirable
- Experience of delivering complaints investigation and report writing training
- Experience of working in a mental health care setting
Skills
Essential
- Able to hold the team and a range of stakeholders to account, ensuring complaints are responded to on time and to a high standard
- Highly developed relationship-building and negotiation skills, with a proven ability to constructively challenge and support senior leaders across the organisation to drive improvements beyond the immediate team
Desirable
- Understanding of Quality Improvement methodologies and their application in improving the complaints process
Knowledge
Essential
- Understanding of NHS terminology and organisational structures, Care Quality Commission (CQC) and other regulatory requirements.
- Extensive knowledge of leading evidence-based complaints and PALS improvement initiatives
Desirable
- Knowledge of inpatient and community services and pathways
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
