To undertake the management of complaints as described in the Trust policy. Ensuring all investigations of complaints and responses within the scope of the service are managed in line with national standards of best practice, utilising established methodologies. To provide expert advice on highly complex, sensitive complaints, and on the interpretation and application of Trust policies and procedures, regulations, and relevant statutory obligations.To provide regular Trust reports on the complaints acknowledgement response and the progress with investigating and responding to each complaint as required. To liaise with external bodies as required, including ensuring that any requests from the Parliamentary and Health Service Ombudsman (PHSO) are appropriately responded to in a timely manner. To coordinate the process for responding to concerns/complaints raised via the CQC. Identify, highlight and manage any serious complaints or allegations that are likely to give rise to media attention or damage to the reputation of the organisation. Manage such complaints effectively to minimise any adverse impact on the Trust in liaison with the Trusts communications team. To work with the Clinical Governance Systems Manager to review and upgrade complaints reporting systems to ensure that these facilitate accurate reporting, both internally and externally. To promote and champion quality improvement and learning from complaints reporting, actively leading on the thematic analysis and reporting on learning from themes and outcomes of complaint investigations. To arrange and attend meetings with divisional leads, complaint investigators, subject matter experts to support the effective and timely response to all complaints. To support complaint investigators in engaging patients and family or carers in the investigative process, ensuring that their views are reflected and that they are kept informed/ involved throughout the investigation process. To arrange and attend meetings with patients and/or carers who have made complaints, with investigators as required in support of the resolution process. Quality assure draft complaint responses to ensure patient concerns are addressed consistently and to the required standard. Support current work processes by providing an additional layer of review and advice, so that all responses adequately address the areas of concern, prior to submission to the executive representative for final approval. Planning and Leadership To develop and maintain systems to ensure that evidence of progress with action plans in relation to complaints is provided to the appropriate committees and groups as required. Plan and organise work in a methodical way in order to meet deadlines. To support the Head of Patient Safety in the development and implementation of robust systems to support the reporting and delivery of the Trusts annual objectives that are related to complaints. To have a good understanding of the Trusts complaints policy and procedures and national regulations in order to provide appropriate advice. Ensure the Head of Patient Safety has the appropriate information available in order to allow them to provide strategic leadership in relation to the Complaints service. Exercise judgment and analytic skills when scrutinising correspondence for any serious issues that need to be escalated or reporting in line with the complaints processes, and advise staff on the same. Management of planning and prioritisation of the Complaints Team workloads. Deliver innovative solutions to drive the continuous improvement of the Complaints service. Represent the Trust as the leader for Complaints, e.g. at professional networks for Complaints and engagement events. Management Has line management responsibility for complaints department, to ensure an efficient, effective and responsive service.