Complaints Manager
Surrey and Borders Partnership NHS Foundation Trust
Leatherhead, KT22 7AD
Salary
£51,657 to £58,785
Contract
Permanent
Hours
Not specified
Closing date
6 September 2026
6 days left
Job description
We are looking for an experienced, compassionate and highly motivated individual to lead our Complaints, Patient Advice and Liaison Service (PALS) and...
- 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
- Monitor and report on complaints and PALS performance
- 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.
- 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 act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation.
Please check the job description & person specification document for more information on the requirements for this job
Surrey and Borders Partnership NHS Foundation Trust is the leading provider of mental health, learning disability, neurodevelopmental and drug and alcohol services in Surrey and North East Hampshire. We support people of all ages and are passionate about providing high quality care that is delivered at the right time as close to home as possible to help people recover and stay well.
We are one of the top 10 mental Health, Learning Disability and Community Trust to work for nationwide. Our Trust is an inclusive and supportive employer that offers a wide range of staff networks, flexible working, free parking and excellent health and wellbeing support. We also provide a wide range of opportunities to help staff develop and progress.
Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast. Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach. For international travel, both Gatwick and Heathrow airports are nearby.
Please note that we reserve the right to close posts as soon as sufficient applications are received.
Regrettably, due to UK Home Office requirements we cannot offer sponsorship for all our job roles.
Applicants must have the right to work in the UK for the duration of the role.
We look forward to receiving your application!
Experience
Essential
- Relevant experience of which at least 2 years in a role related to the management of complaints and people's experience
- A clear understanding and a working knowledge of the Complaints regulations
- Managing Teams in a Senior Role.
- Ability to identify issues, and implement solutions.
- Ability to communication with others and at all levels.
- Priority the Teams workload alongside your own workload
Desirable
- Experience on using complaints Ai software
Experience
Essential
- Experience of producing reports to show complaints performance and trends
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
13 August 2026
Last checked
14 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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