Complaints Manager
At a glance
- Band
- Band 7
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 13/08/2026
- Closes
- 06/09/2026
Sponsorship verdict
This advert explicitly states that sponsorship is not offered.
The source advert contains explicit wording ruling out sponsorship for this specific role. Consider other live roles at the same band from sponsorship-friendly trusts.
Role summary
This role seeks an experienced, compassionate, and highly motivated individual to lead the Complaints, Patient Advice and Liaison Service (PALS), and People's Experience function. You will manage the Complaints and PALS Team, ensuring concerns are handled professionally and promoting a culture of learning and continuous improvement. The position involves developing the People's Experience agenda by integrating feedback from various sources to enhance care quality. As a leader, you will support staff in managing concerns and difficult situations effectively.
Essential criteria
- 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 criteria
- Experience on using complaints Ai software
- Experience of producing reports to show complaints performance and trends
- 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
- Experience on using complaints Ai software
- Experience of producing reports to show complaints performance and trends
Useful to know
Agenda for Change 2024/25 pays Band 7 at £46,148 – £52,809 a year, across England.
This advert: £51,657 – £58,785 — outside the standard scale; check for HCAS/London weighting.
Posted 17d ago · Closes in 8d
Plenty of time to prepare a strong application.
Full advert · preview
Surrey and Borders Partnership NHS Foundation Trust
Complaints Manager
The closing date is 06 September 2026
Job summary
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.
Working across the Trust, you will 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.
As a visible and approachable leader, you will 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.
Main duties of the job
- To manage the Complaints and PALS Team
- To build and maintain good relationships with clinical and non-clinical staff across Dir
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