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PALS & Complaints Manager

St Andrew's Healthcare
Contract Type
Customer Service
package & benefits
Expiry Date
30/09/2017 15:37:00
PALS & Complaints ManagerPermanent Role 37.5 hours a weekNorthamptonBand 6Salary - £27,069 - £36,647Working within

Job Description

PALS & Complaints Manager
Permanent Role 37.5 hours a week
Band 6

Salary - £27,069 - £36,647

Working within the Quality and Governance team the successful candidate will have responsibility for the management and handling of all Patient Advice and Liaison Service (PALS) enquiries and complaints. You will have the opportunity to carry out a full review of the PALS and Complaints process and policy and will ensure that the service is fit for the future.  Through this work you will be able to demonstrate real benefit to patients and wider learning for the Charity.  This will include sharing information about complaints themes with subject matter experts and colleagues to inform quality improvement.  

As part of the role, you will have line management responsibility for PALS and complaints staff and work as part of a team handling PALS enquiries and complaints from receipt to resolution within specified timeframes. You will also be responsible for the production of accurate and timely performance reporting for the PALS and Complaints service out to the Pathways/IPU’s and upwards to the Executive Team, Board members and Governors and to external organisations such as the Care Quality Commission and NHS England.
The person that we are looking for will be fully trained in complaints management and ideally have 5 years experience in the handling of complaints from receipt to resolution; delivering training sessions and report writing.  This person must have excellent communication skills and be able to work across all levels of the Charity.
This is a permanent role, full time (37.5 hours per week) opportunity.

Package & Benefits

  • Pension
  • Sickness policy on par with the NHS
  • 35 days annual leave, increasing to 41 after 10 years' service
  • Life cover
  • Car lease scheme
  • Cycle to work scheme
  • Childcare vouchers
  • Healthcare cash plan
  • Free parking
  • Paid DBS application
  • Access to vocational qualifications

The closing date for this post is Sunday 3rd September 2017.