Surrey and Borders Partnership NHS Foundation Trust
Complaints Manager
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Role Overview
We are looking for an experienced, compassionate, and highly motivated individual to lead our Complaints, Patient Advice and Liaison Service (PALS) and People's Experience function.
This is an exciting opportunity to play a pivotal role in ensuring that the voices of people who use our services, their families, and carers are heard, valued, and acted upon. You will lead the day-to-day management of the Complaints and PALS Team, ensuring concerns are handled professionally, sensitively, and in a timely manner, while promoting a culture of openness, learning, and continuous improvement.
Key Responsibilities
- Lead the development of our People's Experience agenda, bringing together learning from complaints, PALS contacts, compliments, concerns, and real-time feedback to drive improvements in care, quality, and people's experiences of our services.
- Support staff at all levels to develop the confidence and skills needed to have open, honest, and constructive conversations, particularly when managing concerns or resolving difficult situations.
- Manage the Complaints and PALS Team.
- Build and maintain good relationships with clinical and non-clinical staff across Directorates and Departments.
- Ensure the Trust adheres to the Complaints Regulations.
- Monitor and report on complaints and PALS performance.
- 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).
- Deliver a training programme for all staff on complaints handling and specific training for investigating officers.
- Lead on the implementation and embedding of AI technology (Quail) within complaint responses to ensure that it is being utilised optimally across the Trust.
- Act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation.
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About Us
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.
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About Surrey
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.
Application Process
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!
Contact Information
For further details or informal visits, contact:
- Name: Joanna Brittan
- Job Title: Carers & Co-Production Lead
- Email Address: Joanna.Brittan@sabp.nhs.uk
- Telephone Number: 077768244785
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