Supporting the Complaints Team Lead to ensure fair and even distribution of workloads. To provide advice and support to team members and Trust staff, on case management or interaction with challenging clients. Assist with the execution of a comprehensive induction and ongoing training plans for all new and existing staff. Train and buddy/mentor staff when required. Assist in the delivery of CPBS awareness sessions, attending team or quality meetings when required to discuss complaints and PALS, to share best practice across the Trust. Be a lead for an agreed care group, to engage with them to raise the issue of complaints performance, staff engagement and quality of responses. You will need to be focussed on key targets; delivering responses against deadlines and other KPIs within the team. Manage your own caseload, including investigations and response writing, across a wide range of specialities. Co-ordinate responses for complaints, ensuring that each complaint is listened to, understood, properly considered, appropriately responded to and learnt from. To assist with this, you will need to build and maintain relationships with trust staff and key stakeholders to support their management of their individual complaint investigations, including facilitating the implementation of change. Escalate complex and/or high-profile patient complaints to the Complaints Team Lead. Report any significant risks or developments concerning complaints, seeking guidance, support or further action. Ensure familiarity of complaint database, being able to run reports, when required. To understand NHS complaints regulations, policy and processes, and other relevant guidelines to ensure compliance. To assist in the improvement of complaint delivery and working to exceed the PHSO NHS Complaint Standards. To attend/chair local resolutions meetings with clients and other Trust staff, to ensure a professional meeting, with agreed actions and outcomes. Liaise with care groups to ensure achieved desired outcomes from PALS and complaints, in sometimes difficult situations, using influencing and persuading skills. To assist team members by carrying out peer reviews of complaint responses, to support colleagues and the drive for complaint response quality. Support the Complaints Team Lead with Parliamentary Health Services Ombudsman (PHSO) cases being investigated.