PALS & Complaints Manager

Moorfields Eye Hospital NHS Foundation Trust

This job is now closed

Job summary

An exciting opportunity has arisen to join the patient experience team at Moorfields as PALS & Complaints Manager.

Main duties of the job

In summary:

Provide leadership and line management to PALS and Complaints Officers.
Ensure that processes within the team are followed and updates from external agencies (i.e. PHSO) are fully complied with and disseminated throughout the PALS and Complaints Team and wider Trust.
Review and manage all new complaints.
Ensure that Ulysses is populated on all PALS and Complaints - giving assurance for excellent reporting.
Act as liaison officer for the PHSO and work alongside management teams to provide robust and timely responses.
Build and maintain good relationships with clinical and non-clinical staff in the organisation in order to have a positive impact on the level of service provided.
Use information gained from PALS and complaints to identify trends and areas for development and formulate reports to be presented to relevant committees.
Arrange and co-ordinate Independent Review Panels.
Attend Local Resolution Meetings.
Contribute to and deliver training within the organisation to raise awareness of PALS and complaints and provide training on handling complaints.
Keep abreast of changes to national legislation and guidance and assist in amending policies and procedures as necessary.
Complete corporate reports, including the KO41a report.

A full job description is attached.

About us

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

Salary including High-Cost Area Supplement
Opportunity to join the NHS Pension Scheme
Free 24/7 independent counselling service
Learning and development opportunities
Easy and quick transport links
A range of attractive benefits and discounts
Access to Blue Light Card and other NHS Discount Schemes
Free Pilates classes
Full support and training to develop your skills
Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Date posted

17 February 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£54,320 to £60,981 a year incl. HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

273-DC-7008833

Job locations

City Road

Moorfields Eye Hospital, Kemp House, 152-160 City Road

London

EC1V 2NX

Job description

Job responsibilities

A full job description and person specification is attached, please consult this before completing your application.

Job description

Job responsibilities

A full job description and person specification is attached, please consult this before completing your application.

Person Specification

Qualifications/Education

Essential

oEducated to degree level or substantial experience in the field comparable to this level.

Desirable

oEvidence of continued professional development

Experience

Essential

oExperience of working in a complaints management role
oExperience of co-ordinating work in complex and challenging environments
oExperience in drafting complaint letters
oDealing with the public and professional bodies and external agencies

Desirable

oExperience of working in the NHS
oExperience of mediation and conciliation
oUnderstanding of clinical governance

Knowledge

Essential

oWorking knowledge of the NHS Complaints Regulations and NHS Complaints Standards

Desirable

oGood knowledge and understanding of current NHS and awareness of the Foundation Trust priorities
oUnderstanding of the NHS system for the management of legal claims and incidents

Skills

Essential

oGood organisational skills
oExcellent interpersonal, communication and listening skills
oAbility to prepare and produce detailed complaint responses
oExcellent writing skills
oAbility to analyse and report data
oAbility to use word processing and computer database applications
oAbility to effectively organise own workload and that of others, achieving goals within deadlines

Desirable

oExcellent presentation skills
oIT Skills
oAbility to design and deliver effective training programmes

Person Specification

Qualifications/Education

Essential

oEducated to degree level or substantial experience in the field comparable to this level.

Desirable

oEvidence of continued professional development

Experience

Essential

oExperience of working in a complaints management role
oExperience of co-ordinating work in complex and challenging environments
oExperience in drafting complaint letters
oDealing with the public and professional bodies and external agencies

Desirable

oExperience of working in the NHS
oExperience of mediation and conciliation
oUnderstanding of clinical governance

Knowledge

Essential

oWorking knowledge of the NHS Complaints Regulations and NHS Complaints Standards

Desirable

oGood knowledge and understanding of current NHS and awareness of the Foundation Trust priorities
oUnderstanding of the NHS system for the management of legal claims and incidents

Skills

Essential

oGood organisational skills
oExcellent interpersonal, communication and listening skills
oAbility to prepare and produce detailed complaint responses
oExcellent writing skills
oAbility to analyse and report data
oAbility to use word processing and computer database applications
oAbility to effectively organise own workload and that of others, achieving goals within deadlines

Desirable

oExcellent presentation skills
oIT Skills
oAbility to design and deliver effective training programmes

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.