Deputy PALS and Complaints Manager

This Deputy PALS and Complaints Manager post at the Royal Berkshire NHS Foundation Trust sits in the complaints and PALS team. The work centres on investigating complaints impartially, drafting detailed response letters, and keeping accurate records on the Datix system. It also carries deputy cover, line management of junior staff, chairing local resolution meetings and liaison with the Parliamentary and Health Service Ombudsman.

Fit turns on customer-facing and management experience and confidence handling challenging situations.

• Manage and maintain accurate records on the Datix system for the complaints and PALS department
• Plan and manage own workload independently, referring to managers where needed
• Investigate complaints impartially and draft complex response letters applying duty of candour
• Support and advise staff at all levels on responding to complaints and PALS concerns within NHS timescales
• Handle emotionally charged and bereavement-related conversations, planned or unplanned, calmly
• Monitor complaint response times as directed by the Complaints Manager
• Respond to complaints within agreed timescales, using the escalation process when delayed
• Deputise for the Complaints and PALS Managers
• Act as first escalation point when junior staff cannot resolve an enquiry
• Line manage junior staff as appropriate
• Work with the Parliamentary and Health Service Ombudsman's office
• Chair local resolution meetings and care group meetings as required

• Extensive experience in a customer-facing role
• Management experience

• Excellent written English
• MS Office literacy
• Confident handling data and creating spreadsheets in Excel
• Problem solving and providing guidance to others
• Confident working independently and handling challenging situations
• Approachable, confident and diplomatic manner

• Previous NHS experience
• Qualification in leadership or management
• Evidence of continuing professional development
• Experience working with distressed or bereaved service users

• Flexible working opportunities
• 27 days annual leave for new starters plus bank holidays, rising to 33 days with NHS service, pro rata for part time
• NHS pension scheme
• Employee Assistance Programme and Money Advice Service
• Maternity, paternity and adoption leave for eligible staff
• On-site nursery at Royal Berkshire Hospital
• Cycle to work and bus to work schemes
• NHS staff discounts at a wide range of brands