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NB: This vacancy closed to applications on 21/06/2021.

PALS and Complaints Manager - Fixed Term

Job Reference: 449-CP938

Solent NHS Trust
Community Engagement and Experience
£24,907 - £30,615 p.a pro rata

Make a difference with us

If you are looking for somewhere you can make a real difference and are passionate about keeping people safe, well and out of hospital, a career with us may be just what you’re looking for. At Solent NHS Trust, we strive to make a difference to the health and wellbeing of our communities.

We are proud to be an organisation which is focused on our people and we welcome people who share our values to come and work with us.

  • To deliver great care that is safe, simple and easy to access
  • To be a caring, flexible and supportive place to work
  • To deliver the best value for money

An exciting opportunity has arisen to work within the PALS and Complaints team in Southampton. The successful candidate will be responsible for the direct line management of the PALS and Complaints team members, complaints process and ensuring compliance with both national and local reporting requirements. This will be a fixed term one-year contract effective from July 2021.This would make an ideal secondment opportunity.


As an enthusiastic and self-motivated professional, you will provide line management of staff within the team, including undertaking supervisions, and annual appraisals. You will play a key role in providing a proactive, supportive, impartial, efficient, and effective service for dealing with public enquiries, and managing and resolving complaints and compiling reports.

You will possess excellent interpersonal communication skills and have the ability to juggle competing priorities in a fast paced ever changing environment. You will be confident in your ability to foster close working relationships with frontline staff and managers in internal and external services to receive, manage, and respond to feedback, concerns and complaints, in accordance with Trust policy and procedures, NHS legislation and guidelines, and within statutory timelines.

As a service, we ensure that complaints, service concerns and feedback from patients, families, carers or people in the community are managed in a fair and thorough way and within NHS legislation and guidelines and within statutory timelines. We ensure that everyone is supported to tell their story in the way and method that suits them.

Job Responsibilities

  • Direct line management of staff within the PALS and Complaints team
  • Operational management of PALS and Complaints Service
  • Responsibility for reporting to CCG’S, PHSO, and the management of complex cases
  • Responsibility for compiling reports as required
  • Leader in PALS and Complaints training
  • Lead for all complex and PHSO cases

Personal Skills/Qualities

  • Adaptive, inclusive, and flexible approach to leading and managing
  • Team player, making active contribution to wider teams’ delivery
  • High level communication and interpersonal skills; the ability to gather, analyse, interpret, and present a range of complex data into reports for diverse audiences
  • Strong administrative skills; including excellent attention to detail
  • Outstanding time management and organisational skills
  • Ability to plan and lead training sessions on the PALS and Complaints process
  • Confident in using reporting systems

For more information on the post, please contact Ophelia Matthias on either 02381 031549 or


We will contact you via NHS Jobs if you are shortlisted for interview. Candidates selected for interview will be contacted before the given interview date; therefore you should check your emails regularly including junk mail folders.

Note about shortlisting/interviews:

Due to the global COVID-19 pandemic, and the associated restrictions in place, we are currently unable to schedule interviews as we normally would. Therefore interviews will be held virtually until further notice. Please be assured that we will be in touch with details of the arrangements. We will endeavour to keep delays to a minimum but shortlisting may take longer than usual, dependant on staff availability.Thank you for your patience and understanding at this time.

The Rewards

Solent NHS Trust offers a competitive starting salary and access to a wide range of employee benefits:

  • 27 - 33 days annual leave plus bank holidays (for permanent staff) - pro rata for part time
  • Pay enhancements to reward out of hours working
  • Ability to join the generous NHS pension scheme
  • Purchase of additional annual leave
  • Training and development opportunities
  • An extensive health and wellbeing service
  • Flexible working options
  • Free yoga, pilates and mindfulness classes
  • NHS discounts from leading retailers
  • Opportunity to purchase a public transport annual season ticket - 11 month repayment period

Our commitment to equality, diversity and inclusion starts with our people; shapes the way we deliver our services and the way we build our teams. We welcome candidates from diverse backgrounds to help us deliver great care to all of our communities.

Tier 2 Certificate of Sponsorship

Applications from job seekers who require current Tier 2/skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information please visit the UK Visas and Immigration website.

From 6 April 2017, Tier 2/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.

For further advice, please visit Applying from overseas.

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