Job summary
This is an exciting opportunity to join our corporate quality governance team in leading our Trust complaints and PALS teams. We are looking for a committed, proactive leader who is an subject matter expert in their field. In return we are committed to your professional development and leadership career within corporate services.
You will be managing and leading 2 experienced teams in the delivery of a high-performing Trust complaints handling service alongside a supportive and responsive patient advice and liaison service
Specifically, the role will be a point of support and advice to the corporate and clinical teams as a subject matter expert in national complaints / PALS policy and best practice, helping us to deliver and develop a fantastic service to our patients and their families.
Main duties of the job
Developing new policy's and processes to ensure our processes are clearly understandable, simple and easy to follow, whilst underpinned by evidence and national guidance
Developing insight and the wider organisational understanding of our complaints and PALS data to drive improvements in our experience of care agenda
Be an expert in producing accurate reports that meet our NHS constitutional standards, our local ICB reporting standards and our external annual complaints data audit.
Be a supportive leader to the wider team managing their needs and the organisations needs in the delivery of a high performing service
Manage a small complex complaints caseload to ensure our complainants are fully supported in resolving their concerns as per best practice
About us
Maidstone and Tunbridge Wells NHS Trust ranks among the top 10 NHS Trusts nationwide and was named the second-best Trust to work for in the South East in the 2023 NHS Staff Survey.
We are a large acute hospital trust in south-east England, providing general hospital services and specialist care to around 600,000 residents in West Kent and East Sussex. With a dedicated team of over 8,000 staff we are proud to offer specialised cancer services to over two million people through the Kent Oncology Centre.
Fordcombe Hospital, near Tunbridge Wells, became part of the Trust in October 2024. Specialising in planned care, it offers two operating theatres, 28 inpatient and day-care beds, diagnostic services (X-ray, MRI, CT, and endoscopy), and consultation/treatment rooms.
Looking for flexible working?
We are a flexible working-friendly organisation. Whether it's adjusting your hours or exploring other flexible arrangements, we want to work with you to find the best solution for you, our patients, and the Trust. Talk to us about how we can accommodate your working needs.Joining us includes a comprehensive benefits package:o At least 27 days of annual leave plus public/bank holidays (pro-rata for part-time staff).o Membership in the NHS Pension Scheme, with a 20.6% employer contribution and life assurance benefitso Blue Light card eligibilityo And more, additional benefits can be found in the benefits documents below
Job description
Job responsibilities
Weve provided all the details you need about this role in the job description and person specification. Please take a moment to review the criteria in the person specification and share specific examples in your application that demonstrate how you meet these requirements. Please also check your application for errors/omissions prior to submission.
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
Please note that appointment to this post will be subject to a satisfactory Disclosure & Barring Service Check at Standard Level.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
We support our staff with disabilities to ensure they have the adjustments they need to be the best they can be in the workplace. Collaborating with Access to Work means that our staff are assessed by experts in the workplace and we ensure that their recommendations are implemented as quickly as possible. You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (www.gov.uk)
Interview Date: To be confirmed
Please note that this role may often attract a high level of applications. Please note this role may close earlier than the original closing date so please ensure you submit your application as soon as possible.
Job description
Job responsibilities
Weve provided all the details you need about this role in the job description and person specification. Please take a moment to review the criteria in the person specification and share specific examples in your application that demonstrate how you meet these requirements. Please also check your application for errors/omissions prior to submission.
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
Please note that appointment to this post will be subject to a satisfactory Disclosure & Barring Service Check at Standard Level.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
We support our staff with disabilities to ensure they have the adjustments they need to be the best they can be in the workplace. Collaborating with Access to Work means that our staff are assessed by experts in the workplace and we ensure that their recommendations are implemented as quickly as possible. You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (www.gov.uk)
Interview Date: To be confirmed
Please note that this role may often attract a high level of applications. Please note this role may close earlier than the original closing date so please ensure you submit your application as soon as possible.
Person Specification
Experience
Essential
- Experience in leadership role (within a complaints or governance role)
- Demonstrates tailed working knowledge of the NHSE complaints framework
- Experience of complaints handling and drafting (or equivalent e.g. SI's)
Desirable
- Experience in leadership role (within wider quality governance role e.g. patient safety or claims management
- Patient safety experience (PSIRF, development of PSIRPs, knowledge of the 2016 SI Framework)
Skills
Essential
- Ability to work co-operatively within the Trusts senior management team and develop effective working relationships within and across divisions
- Sound IT skills (Microsoft Office, Word, Excel), manipulation and extraction of key information from multiple source databases (Datix, Inphase / Excel)
- Can design / write presentations and formal committee papers (inclusive of the ability to write exception reports)
Desirable
- The proven ability to manage and deliver within a given budget
Qualifications
Essential
Desirable
- Masters or degree level study or equivalent relevant working experience in the same field
Person Specification
Experience
Essential
- Experience in leadership role (within a complaints or governance role)
- Demonstrates tailed working knowledge of the NHSE complaints framework
- Experience of complaints handling and drafting (or equivalent e.g. SI's)
Desirable
- Experience in leadership role (within wider quality governance role e.g. patient safety or claims management
- Patient safety experience (PSIRF, development of PSIRPs, knowledge of the 2016 SI Framework)
Skills
Essential
- Ability to work co-operatively within the Trusts senior management team and develop effective working relationships within and across divisions
- Sound IT skills (Microsoft Office, Word, Excel), manipulation and extraction of key information from multiple source databases (Datix, Inphase / Excel)
- Can design / write presentations and formal committee papers (inclusive of the ability to write exception reports)
Desirable
- The proven ability to manage and deliver within a given budget
Qualifications
Essential
Desirable
- Masters or degree level study or equivalent relevant working experience in the same field
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.
Employer details
Employer name
Maidstone and Tunbridge Wells NHS Trust
Address
Pan Trust - Mainly based at Hermitage Court Business Park Maidstone
Hermitage Lane,
Maidstone, Kent
ME16 9NT
Employer's website
https://www.mtw.nhs.uk/ (Opens in a new tab)
