Complaints Manager
| Posting date: | 09 September 2025 |
|---|---|
| Salary: | £50,008.00 to £56,908.00 per year |
| Additional salary information: | £50008.00 - £56908.00 a year |
| Hours: | Full time |
| Closing date: | 03 October 2025 |
| Location: | Leatherhead, KT22 7AD |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9325-25-0606 |
Summary
To manage the Complaints and PALs Team To build and maintain good relationships with clinical and non-clinical staff across Directorates and Departments. To ensure the Trust adheres to the Complaints Regulations To build and maintain good relationships with key stakeholders and the local community. Articulate the significance and potential impact of government policies as they relate to policy, practice, and its development. Create an environment where staff see change as an essential element of health and social care, demonstrated through a quick and positive response in the face of the need for change. Provide assistance to other members of the Nursing Directorate in delivering activities that may be deemed necessary to meet any safety, risk or quality requirements, where required. Proactively work within the principles of being open and honest (Duty of Candour) The post holder will deliver a training programme for all staff on complaints handling and specific training for investigating officers. The post holder will lead on the implementation and embedding of Ai technology (Quail) within complaint responses to ensure that it is being utilised optimally across the Trust. To ensure action plans arising from complaints are completed, monitored and implemented. To act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation. To manage a log of all compliments received by the Trust. Lead on supporting managers and staff regarding the implementation of the Trusts policies and procedures relating to the handling of complaints, including training at induction and within existing staff teams. Lead on promoting awareness of the benefits of learning from handling complaints to improve service provision and influence a culture of fair blame, open and honest reporting and investigation. Act as a Root Cause Analysis investigator for the Trust, where required. Lead on the development and delivery of training packages to staff and managers relating to the management of complaints through inducted, targeted team training and awareness raising events. Lead on creating a culture of learning, review and quality improvement. Take advantage of both formal and informal settings to provide people with coaching and encouragement on complaint issues Produce regular reports for Governance committees or related groups. To provide help to people, their carers and families in accessing specialist advocacy or other voluntary services including interpreting services as appropriate. Prepare and deliver presentations to publicise PALS to a range of stakeholders. Provide support and training to managers and staff on PALS and ensuring a person-centered service.