Head of Complaints and Patient Advice and Liaison Service (PALS)

• Provide visible operational leadership and accountability for safe, compassionate, accessible and effective Complaints and PALS services, including workforce, performance, resources, information quality, resilience and continuous improvement.
• Act as the Trust's senior specialist adviser on NHS complaints handling and ensure compliance with legislation, national guidance, regulation and the PHSO NHS Complaint Standards.
• Oversee complex, high-risk or unresolved cases involving patient safety, safeguarding, legal proceedings, coroners' inquests, reputational risk or Ombudsman review.
• Ensure investigations and responses are timely, proportionate, evidence-based and person-centred, with appropriate remedies, complete records and demonstrable learning.
• Lead a visible and responsive PALS service, supporting early resolution and the immediate escalation of urgent care, safety, safeguarding or deterioration concerns.
• Use Complaints and PALS intelligence to identify themes, emerging risks, inequalities and opportunities for improvement, providing clear assurance to governance committees and the Board.
• Work closely with the Head of Patient Experience Improvement and partners across Quality Governance, clinical divisions, Legal Services and Patient Safety to turn feedback into measurable change.

Essential

• Master's degree or equivalent level of specialist knowledge and senior experience relevant to NHS complaints, PALS, healthcare governance or senior service leadership
• Evidence of substantial continuing professional development in complaints resolution, investigation, mediation, restorative practice or leadership

Desirable

• Registered clinical or other relevant professional qualification, or equivalent experience working with complex clinical care, patient safety and healthcare governance matters

Essential

• Expert knowledge of NHS complaints legislation, regulation, national guidance and the PHSO NHS Complaint Standards, with evidence of assuring timely, person-centred and proportionate complaint handling
• Demonstrable leadership of an accessible and responsive PALS service, including advice, liaison, early resolution, urgent escalation and support for people with diverse communication and access needs
• Experience of leading complex complaints involving patient safety, safeguarding, legal processes, coroners' inquests or Ombudsman review and securing impartial decisions, clear responses, appropriate remedies and completed actions
• Experience of leading a multidisciplinary service, including workforce, delegated resources, performance, information quality, resilience, continuous improvement and the wellbeing of staff exposed to sustained emotional demands
• Experience of using Complaints and PALS intelligence to improve quality, identify emerging risk and reduce inequalities in access, experience and outcomes, with practical knowledge of the Accessible Information Standard, health literacy and restorative practice
• Highly developed analytical, written and verbal communication, negotiation, mediation and conflict-resolution skills, including sensitive work with distressed, dissatisfied or bereaved people and senior external stakeholders
• Experience of standards assurance, Board or regulatory reporting, requiring corrective action, escalating significant risk and building organisational capability within delegated authority
• Substantial recent senior management experience leading both Complaints and PALS services within an acute NHS provider Trust

Essential

• Visible, compassionate and inclusive leader with integrity, professional credibility, emotional resilience and a strong commitment to equity of access and experience
• Demonstrates empathy, fairness and sound judgement while maintaining confidentiality, professional boundaries and psychological safety for patients, families and staff
• Collaborative and accountable leader who develops people, constructively challenges performance and secures action across organisational boundaries