PALS and Complaints Manager

St Andrew's
£27069 - £36647 per annum, Benefits: plus excellent benefits
11 Apr 2018
09 May 2018
David Anthony
Nursing Field
Mental Health
Job Type
Location: Northampton
Salary: £27,069 - £36,647 (Band 6)
Hours: 37.5 per week
Here`s your chance to join a team which is committed to helping our patients, service users, relatives and other people, to seek resolution to their concerns and complaints to ensure that St Andrew`s can learn and make improvements.  If you share this passion, we would welcome your application for this position.
The Patient Advice and Liaison Service (PALS) and Complaints Team is responsible for ensuring that concerns and complaints are dealt with appropriately if the standard of service falls below what is expected.
Working at St Andrew`s Healthcare
We are the UK`s largest independent provider of NHS services, a unique mental health charity aspiring to deliver truly exceptional care. Our focus is transforming lives through ground breaking treatment and rehabilitation, with surpluses re-invested in our outstanding facilities. You`ll find a welcoming, inclusive culture here, inspired by the shared values of our team. Everyone has their part to play in the amazing work we do.
Your Role with Us
We are seeking a highly competent and experienced Complaints manager with a high level of interpersonal, organisational and analytical skills to lead the Patient Access and Liaison Service (PALS) and Complaints Team. In this challenging post, you will lead a team that aims to resolve concerns and complaints quickly and efficiently and use the feedback obtained to influence and improve patient experiences.
This is a demanding role that requires the ability to multi-task and prioritise conflicting demands. The ideal person will be skilled in supporting the effective leadership of complaints concerns and enquiries and be knowledgeable in national legislation and processes. They will have the ability to interpret data and information, undertake analysis and report findings to Governance meetings and the Board of Governors. 
Your Profile
You must have working experience of managing complaints, a natural proactive attitude, the ability to remain calm under pressure, have excellent communication and interpersonal skills and have experience of managing a team of staff. Due to the nature of this role you must be able to maintain a high degree of confidentiality and discretion.

Previous applicants need not apply.
Closing Date: 25 April 2018
Interview Date: 9 May 2018