PALS and Complaints Manager

at  Chelsea and Westminster Hospital NHS Foundation Trust

Are you an excellent communicator with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who are emotionally distressed or angry?
An opportunity has arisen for an enthusiastic and hardworking individual to provide leadership and management to the PALS and Complaints team. The successful candidate will manage a Divisional PALS and complaints portfolio and officers within the team and will work closely with colleagues in the organisation and externally, for example the Parliamentary and Health Service Ombudsman, developing good and effective working relationships.
The successful applicant will possess excellent listening and interpersonal skills including the ability to demonstrate empathy, impartiality and tact when dealing with contact from patients. The successful applicant must also be able to recognise the sensitive needs of patients and their carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.
Chelsea and Westminster Hospital NHS Foundation Trust is one of England’s top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children’s services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us ‘Good’ in safety, effectiveness, care, and responsiveness, and ’Outstanding’ in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven’t heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
The role also requires the person to have good organisational and time management skills, people management skills and the ability to manage competing priorities against tight deadlines.
Part of the role will require the provision of high quality guidance and support to Divisions on resolving and responding to PALS concerns and complaints and also drafting responses. They will also be required to support the provision of data to facilitate the performance management of complaints. Previous experience of handling complaints and knowledge of the NHS Complaints Regulations, legislation and guidelines is essential.
The post holder will be required to work across both Chelsea and Westminster Hospital and West Middlesex Hospital sites

Please refer the Job description for details