Assist in raising the profile and awareness of complaints and PALS within the Trust, attending service/ward team meetings, when required, to discuss complaints and PALS. You will need to be focussed on your performance against 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 within the Trust. Co-ordinate responses for complaints, ensuring that each client is listened to, understood, complaints are properly considered, appropriately responded to and learnt from. You will need to build and maintain relationships with trust staff and key stakeholders to support their management of individual complaint investigations. Escalate complex and/or high-profile patient complaints, or risk concerns to the Complaints Team Lead. Report any significant risks or developments concerning complaints, seeking guidance, support or further action. Ensure familiarity of the Trust complaint database, being able to input and progress cases and meet audit requirements. To be aware of NHS complaints regulations, Complaint Management policy and processes, and other relevant guidelines to ensure compliance. Liaise with care groups to ensure achieved desired outcomes from PALS and complaints, in sometimes difficult situations, using influencing and persuading skills. Ensure complaint cases are recorded and managed, to meet the requirements of any Parliamentary Health Services Ombudsman investigation. To assist in the improvement of complaint delivery and working to exceed the PHSO NHS Complaint Standards.