Job summary An exciting opportunity has arisen to join the patient experience team at Moorfields as PALS & Complaints Manager. Main duties of the job In summary: Provide leadership and line management to PALS and Complaints Officers. Ensure that processes within the team are followed and updates from external agencies (i.e. PHSO) are fully complied with and disseminated throughout the PALS and Complaints Team and wider Trust. Review and manage all new complaints. Ensure that Ulysses is populated on all PALS and Complaints - giving assurance for excellent reporting. Act as liaison officer for the PHSO and work alongside management teams to provide robust and timely responses. Build and maintain good relationships with clinical and non-clinical staff in the organisation in order to have a positive impact on the level of service provided. Use information gained from PALS and complaints to identify trends and areas for development and formulate reports to be presented to relevant committees. Arrange and co-ordinate Independent Review Panels. Attend Local Resolution Meetings. Contribute to and deliver training within the organisation to raise awareness of PALS and complaints and provide training on handling complaints. Keep abreast of changes to national legislation and guidance and assist in amending policies and procedures as necessary. Complete corporate reports, including the KO41a report. A full job description is attached. About us At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer: Salary including High-Cost Area Supplement Opportunity to join the NHS Pension Scheme Free 24/7 independent counselling service Learning and development opportunities Easy and quick transport links A range of attractive benefits and discounts Access to Blue Light Card and other NHS Discount Schemes Free Pilates classes Full support and training to develop your skills Flexible working friendly organisation And so much more To see the full range of benefits we offer please see our Moorfields benefits document. Date posted 17 February 2025 Pay scheme Agenda for change Band Band 7 Salary £54,320 to £60,981 a year incl. HCAS Contract Permanent Working pattern Full-time Reference number 273-DC-7008833 Job locations City Road Moorfields Eye Hospital, Kemp House, 152-160 City Road London EC1V 2NX Job description Job responsibilities A full job description and person specification is attached, please consult this before completing your application. Job description Job responsibilities A full job description and person specification is attached, please consult this before completing your application. Person Specification Qualifications/Education Essential oEducated to degree level or substantial experience in the field comparable to this level. Desirable oEvidence of continued professional development Experience Essential oExperience of working in a complaints management role oExperience of co-ordinating work in complex and challenging environments oExperience in drafting complaint letters oDealing with the public and professional bodies and external agencies Desirable oExperience of working in the NHS oExperience of mediation and conciliation oUnderstanding of clinical governance Knowledge Essential oWorking knowledge of the NHS Complaints Regulations and NHS Complaints Standards Desirable oGood knowledge and understanding of current NHS and awareness of the Foundation Trust priorities oUnderstanding of the NHS system for the management of legal claims and incidents Skills Essential oGood organisational skills oExcellent interpersonal, communication and listening skills oAbility to prepare and produce detailed complaint responses oExcellent writing skills oAbility to analyse and report data oAbility to use word processing and computer database applications oAbility to effectively organise own workload and that of others, achieving goals within deadlines Desirable oExcellent presentation skills oIT Skills oAbility to design and deliver effective training programmes Person Specification Qualifications/Education Essential oEducated to degree level or substantial experience in the field comparable to this level. Desirable oEvidence of continued professional development Experience Essential oExperience of working in a complaints management role oExperience of co-ordinating work in complex and challenging environments oExperience in drafting complaint letters oDealing with the public and professional bodies and external agencies Desirable oExperience of working in the NHS oExperience of mediation and conciliation oUnderstanding of clinical governance Knowledge Essential oWorking knowledge of the NHS Complaints Regulations and NHS Complaints Standards Desirable oGood knowledge and understanding of current NHS and awareness of the Foundation Trust priorities oUnderstanding of the NHS system for the management of legal claims and incidents Skills Essential oGood organisational skills oExcellent interpersonal, communication and listening skills oAbility to prepare and produce detailed complaint responses oExcellent writing skills oAbility to analyse and report data oAbility to use word processing and computer database applications oAbility to effectively organise own workload and that of others, achieving goals within deadlines Desirable oExcellent presentation skills oIT Skills oAbility to design and deliver effective training programmes Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Moorfields Eye Hospital NHS Foundation Trust Address City Road Moorfields Eye Hospital, Kemp House, 152-160 City Road London EC1V 2NX Employer's website https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)