The post holder will be responsible for ensuring the effective prioritisation and completion of work within the team in accordance with service demands ensuring appropriate contingency plans are in place Ensure that Trust policies and procedures are followed to support the effective management of Main Reception and to ensure that national guidance and processes are followed, including the independent review processes Work closely with the PALS Co-ordinator and PALS Officers to ensure seamless processes are in place across the PALS and Main Reception teams, with the provision to provide cross cover for both teams Support the Main Reception team in dealing with any complex enquiries Liaise with external agencies and internal customers as required in order to manage any enquiries that do not require input from PALS or the Complaints Team Provide line management to the Main Reception Receptionists/Administrators, and assist in ensuring their work meets the standard required, in line with Trust policies and procedures Work with the Head of Patient Relations to promote the service Act as the escalation contact for the investigation and resolution of queries and complaints, ensuring the development and implementation of actions to prevent any reoccurrence Review, development and implementation of existing and new standard operating procedures and policies within the department and pro-actively identifying areas for improvement Work closely with external agencies to create working relationships and improve the experience being provided by the Trust Participate in appraisals and personal reviews and work to achieve agreed set objectives Participate in appropriate training and development activities Where required, cover the work of colleagues during periods of absence or peak workloads Adhere to and maintain Information Governance requirements in all local and national work Undertake any other duties as required by the Head of Patient Relations in accordance with the grade and nature of the post Manage and prioritise work in line with agreed schedules Deputise for the PALS Coordinator as and when required For further details of the role please see the attached job description.