Job summary Are you an excellent communicator with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who are emotionally distressed or angry? An opportunity has arisen for an enthusiastic and hardworking individual to provide leadership and management to the PALS and Complaints team. The successful candidate will manage a Divisional PALS and complaints portfolio and officers within the team and will work closely with colleagues in the organisation and externally, for example the Parliamentary and Health Service Ombudsman, developing good and effective working relationships. Main duties of the job The successful applicant will possess excellent listening and interpersonal skills including the ability to demonstrate empathy, impartiality and tact when dealing with contact from patients. The successful applicant must also be able to recognise the sensitive needs of patients and their carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding. About us Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sitesChelsea and Westminster Hospital and West Middlesex University Hospitalalong with award-winning clinics across North West London. Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use. We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex. We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs. The Trust is committed to equality and welcomes applications from all, regardless of background. Adjustments can be made for disabled candidates. Early application is advised as vacancies may close once sufficient applications are received. If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period. Some roles may require weekend shifts at multiple sites. Date posted 25 October 2024 Pay scheme Agenda for change Band Band 6 Salary £44,806 to £53,134 a year Per annum Contract Permanent Working pattern Full-time Reference number 289-CR-1645 Job locations Cross Site Fulham Road London SW10 9NH Job description Job responsibilities The role also requires the person to have good organisational and time management skills, people management skills and the ability to manage competing priorities against tight deadlines. Part of the role will require the provision of high quality guidance and support to Divisions on resolving and responding to PALS concerns and complaints and also drafting responses. They will also be required to support the provision of data to facilitate the performance management of complaints. Previous experience of handling complaints and knowledge of the NHS Complaints Regulations, legislation and guidelines is essential. The post holder will be required to work across both Chelsea and Westminster Hospital and West Middlesex Hospital sites. Job description Job responsibilities The role also requires the person to have good organisational and time management skills, people management skills and the ability to manage competing priorities against tight deadlines. Part of the role will require the provision of high quality guidance and support to Divisions on resolving and responding to PALS concerns and complaints and also drafting responses. They will also be required to support the provision of data to facilitate the performance management of complaints. Previous experience of handling complaints and knowledge of the NHS Complaints Regulations, legislation and guidelines is essential. The post holder will be required to work across both Chelsea and Westminster Hospital and West Middlesex Hospital sites. Person Specification Essential Essential Experience managing complaints in a statutory organisation Essential Essential Experience of working in the NHS or other statutory organisation Experience of managing a team Experience of working with senior colleagues to resolve complex complaints Experience of managing staff sickness and performance Experience in arranging and taking part in LRMs to resolve complaints Experience of handling complex and contentious complaints to resolve Person Specification Essential Essential Experience managing complaints in a statutory organisation Essential Essential Experience of working in the NHS or other statutory organisation Experience of managing a team Experience of working with senior colleagues to resolve complex complaints Experience of managing staff sickness and performance Experience in arranging and taking part in LRMs to resolve complaints Experience of handling complex and contentious complaints to resolve 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Chelsea and Westminster Hospital NHS Foundation Trust Address Cross Site Fulham Road London SW10 9NH Employer's website https://www.chelwest.nhs.uk/ (Opens in a new tab)