To be responsible for the delivery of the ICBs Patient Advice and Liaison Service (PALS) ensuring it provides a professional and effective service to patients and adheres to formal processes which are robust, effective and compliant with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and good practice such as the PHSO complaints standards. To be responsible for ensuring a comprehensive PALS record is maintained to provide an audit trail of decision-making and actions taken in relation to all complaints. To line manage and support the PALS Officer to ensure that they are accessible and responsive to patients, committed to resolving concerns quickly and learning from the issues that are raised. To ensure contact with the customer is maintained throughout the PALS process to ensure they are kept informed of the progress of their query. To use initiative when managing PALS queries using discretion in their day to day working within the team