Band 7 Complaints and PALS Manager
At a glance
- Band
- Band 7
- Contract
- Fixed-term
- Pattern
- Full-time, Flexible working
- Posted
- 27/08/2026
- Closes
- 10/09/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.”Quoted verbatim from the source advert
Role summary
This role supports the Divisional Triumvirate in managing PALS and complaints for the health unit, ensuring issues are addressed and staff are supported in investigations. The post holder will independently manage complaints within set timeframes, draft responses, and quality assure them before executive sign-off. Regular reports on complaint performance will also be produced.
Key responsibilities
- Provide a complaints case management service to patients, the public and staff.
- Deputise for the Health Unit Patient Experience Lead when required.
- Manage the Complaints and PALs Facilitators and Patient Experience Administrators.
- Manage the process to ensure PALs and complaints are fully investigated and responses are appropriate.
- Support clinical leadership for investigations and draft responses for corporate services complaints.
- Prepare professional and clinically accurate responses for the Chief Executive Officer and Director of Nursing's signature.
Essential criteria
- Undergraduate Degree or equivalent professional qualification
- Masters level qualification, or equivalent experience
- 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
- The ability to maintain and respect confidentiality - Information Governance Issues of confidentiality (Data Protection, GDPR, Freedom of Information Act, Caldicott)
- 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 criteria
- Evidence of further professional and personal development
- Clinical Qualification
- Experience of Datix
- Demonstrates analytical and problem-solving skills
- Experience of working across multiple sites
Useful to know
Agenda for Change 2024/25 pays Band 7 at £46,148 – £52,809 a year, across England.
This advert: £55,524 – £62,652 — outside the standard scale; check for HCAS/London weighting.
Posted 4d ago · Closes in 11d
Plenty of time to prepare a strong application.
Full advert · preview
Job summary
The post holder is expected to support the Divisional Triumvirate to manage PALS and complaints for the health unit independently and professionally, ensuring that issues raised by complainants are fully addressed and support staff involved in, or contributing to, the investigation of complaints. The post holder will be required to beable to exercise significant autonomy and discretion in managing complaints within time frames set out in the RFL Complaints Framework.
Draft complaint responses and undertake quality assurance of draft complaint response letters prior to executive sign-off and produce regular reports on the health unit's performance with regards to complaints.
Main duties of the job
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 Dut
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