This is an exciting opportunity to join our corporate quality governance team in leading our Trust complaints and PALS teams. We are looking for a committed, proactive leader who is an subject matter expert in their field. In return we are committed to your professional development and leadership career within corporate services.
You will be managing and leading 2 experienced teams in the delivery of a high-performing Trust complaints handling service alongside a supportive and responsive patient advice and liaison service
Specifically, the role will be a point of support and advice to the corporate and clinical teams as a subject matter expert in national complaints / PALS policy and best practice, helping us to deliver and develop a fantastic service to our patients and their families.
Developing new policy's and processes to ensure our processes are clearly understandable, simple and easy to follow, whilst underpinned by evidence and national guidance
Developing insight and the wider organisational understanding of our complaints and PALS data to drive improvements in our experience of care agenda
Be an expert in producing accurate reports that meet our NHS constitutional standards, our local ICB reporting standards and our external annual complaints data audit.
Be a supportive leader to the wider team managing their needs and the organisations needs in the delivery of a high performing service
Manage a small complex complaints caseload to ensure our complainants are fully supported in resolving their concerns as per best practice
Maidstone and Tunbridge Wells NHS Trust ranks among the top 10 NHS Trusts nationwide and was named the second-best Trust to work for in the South East in the 2023 NHS Staff Survey.
We are a large acute hospital trust in south-east England, providing general hospital services and specialist care to around 600,000 residents in West Kent and East Sussex. With a dedicated team of over 8,000 staff we are proud to offer specialised cancer services to over two million people through the Kent Oncology Centre.
Fordcombe Hospital, near Tunbridge Wells, became part of the Trust in October 2024. Specialising in planned care, it offers two operating theatres, 28 inpatient and day-care beds, diagnostic services (X-ray, MRI, CT, and endoscopy), and consultation/treatment rooms.
Looking for flexible working?
We are a flexible working-friendly organisation. Whether it’s adjusting your hours or exploring other flexible arrangements, we want to work with you to find the best solution for you, our patients, and the Trust. Talk to us about how we can accommodate your working needs.
Joining us includes a comprehensive benefits package:
• At least 27 days of annual leaveplus public/bank holidays (pro-rata for part-time staff).
• Membership in the NHS Pension Scheme, with a 20.6% employer contribution and life assurance benefits
• Blue Light card eligibility
• And more, additional benefits can be found in the benefits documents below
We’ve provided all the details you need about this role in the job description and person specification. Please take a moment to review the criteria in the person specification and share specific examples in your application that demonstrate how you meet these requirements. Please also check your application for errors/omissions prior to submission.
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
Please note that appointment to this post will be subject to a satisfactory Disclosure & Barring Service Check atStandard Level.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
We support our staff with disabilities to ensure they have the adjustments they need to be the best they can be in the workplace. Collaborating with Access to Work means that our staff are assessed by experts in the workplace and we ensure that their recommendations are implemented as quickly as possible. You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (
Interview Date: To be confirmed
Please note that this role may often attract a high level of applications. Please note this role may close earlier than the original closing date so please ensure you submit your application as soon as possible.
This advert closes on Tuesday 28 Jan 2025