Band 7 Complaints and PALS Manager
Royal Free London NHS Foundation Trust
London, N18 1QX
Salary
£55,524 to £62,652
Contract
Fixed-Term
Hours
Not specified
Closing date
10 September 2026
10 days left
Job description
The post holder is expected to support the Divisional Triumvirate to manage PALS and complaints for the health unit independently and professionally, ...
1. MAIN RESPONSIBILITIES1.1 Work as part of a team to provide a complaints case management service to patients, the public and staff.1.2 Deputise for the Health Unit Patient Experience Lead when required.1.3 Responsibility for managing the Complaints and PALs Facilitators and Patient Experience Administrators, ensuring that all PALs contacts are investigated and responded to within the timeframes.1.4 Manage the process to ensure the Divisional Triumvirate is supported to have PALs and complaints fully investigated and responses are appropriate to the needs of the patient and severity of the complaint in line with the new RFL complaints framework, Being Open and Duty of Candour1.5 Support the clinical leadership to the investigations and draft responses for complaints received for the Royal Free Hospital's corporate services.1.6 Prepare professional and clinically accurate responses for the Chief Executive Officer and Director of Nursing's signature.
The Royal Free London NHS Foundation Trust is one of the UK's biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.
Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top.For more information please follow link https://www.royalfreelondonjobs.co.uk/
Education and Professional Qualifications
Essential
- Undergraduate Degree or equivalent professional qualification
- Masters level qualification, or equivalent experience
Desirable
- Evidence of further professional and personal development
- Clinical Qualification
Skills and Aptitudes
Essential
- Computer literate with experience of Microsoft Word, Outlook, Excel and excellent and accurate typing skills
- Robust organisational skills with the ability to prioritise workload and meet tight timescales
- Excellent communication skills, both written and oral
- Ability to use own initiative and work with minimal supervision as part of a team
- Leadership skills and ability to motivate others
- Excellent abilities in concise and accurate report writing and presentation of information
- Excellent verbal & written communication skills
- Ability to deal confidently with staff at all levels of an organisation
- Well-developed interpersonal skills with the ability to work with a range of professionals
- Ability to make decisions and solve complex problems
- Ability to make decisions and solve complex problems
- The ability to maintain and respect confidentiality - Information Governance Issues of confidentiality (Data Protection, GDPR, Freedom of Information Act, Caldicott)
- Excellent abilities in concise and accurate report writing and presentation of information
Desirable
- Experience of Datix
Experience
Essential
- Relevant demonstrable experience of working in a complaint's role/environment
- Experience working in an environment with conflicting pressures and changing workload
- Experience of working within a team and of developing good working relationships with internal and external staff at all levels
- Experience working within the NHS
- Ability to collate and analyse statistical and qualitative information (E)
- Experience of change management initiatives
- Experience of managing staff
Desirable
- Demonstrates analytical and problem-solving skills
- Experience of working across multiple sites
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
27 August 2026
Last checked
31 August 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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