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PALS and Complaints Manager

Northern Care Alliance NHS Foundation Trust
£43,742 to £50,056 per annum
Closing date
22 Sep 2023

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Other Health Profession
Band 7
Contract Type
Full Time
The PALS and Complaints Department at NCA is looking for someone who is enthusiastic and committed to join their team. You will manage the PALS and Complaints Service and team for Oldham Care Organisation and will need management experience and excellent communication (verbal and written), organisation and time management skills, and a proactive approach to develop and improve the service. You will take a key role, alongside the Head of PALS and Complaints and the Care Organisation Executive Team, in developing and improving the PALS and Complaints service.

Main duties of the job

To aid the Head of PALS and Complaints in the development and management of the PALS and Complaints Service, ensuring compliance with national and local procedures and guidelines. To deputise in the absence of the Head of PALS and Complaints. Provide leadership and management support. Work with Care Organisation colleagues to ensure all PALS concerns are managed in a timely manner and formal complaints are appropriately reviewed, investigated and responded to in line with Department of Health Guidance and within the Trust's PALS and Complaints Handling Policy and Key Performance Indicators, ensuring a robust process for shared learning across the Trust.

About us

The PALS and Complaints department provide a service across all 4 sites of NCA.The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.

Job description

Job responsibilities

  • Provide leadership and line management to the Team Leader and PALS and Complaints Officers, ensuring that all staff are aware of their own ongoing responsibilities in respect of services being delivered to the highest standard
  • To deputise, provide leadership and line management to the PALS and Complaints Teams when the Head of PALS and Complaints is unavailable, co-ordinated in a rota with the other PALS and Complaints Managers
  • To ensure that processes within the team are followed and any updates from external agencies (i.e. the PHSO standards) are fully complied with and disseminated throughout the PALS and Complaints Team
  • Conduct annual appraisals in relation to the Team Leader, including PDR and sickness management. Fully supporting and promoting the Head of PALS and Complaints mission statement and strategy for the PALS and Complaints department
  • To manage and analyse finances/budget within the PALS and Complaints department
  • Review all new complaints for the Care Organisation and liaise with other teams in relation to safeguarding, bereavement, learning disabilities and end of life etc., as necessary
  • Manage any complaint risk graded as RED and complex complaints in conjunction with the Care Organisation executive team.
  • Fully support the PALS and Complaints Team Leader giving appropriate assistance with their caseload in their absence.
  • Ensure that Datix is up to date and appropriately populated on all PALS and Complaints giving the Head of PALS and Complaints assurance for excellent reporting
  • To act as liaison officer for the Parliamentary and Health Service Ombudsman (PHSO) and work alongside relevant management teams to provide robust and timely responses
  • Build and maintain good relationships with clinical and non-clinical staff in the Care Organisation with the aim of having a positive impact on the level of service provided and performance improvement
  • Use the information gained from PALS and complaints to identify trends and areas for development and formulate reports to be presented to and shared with relevant committees
  • Arrange and co-ordinate Independent Review Panels. To attend Local Resolution Meetings and ensure all processes are followed when the Complaints Officer is unavailable
  • To contribute to training opportunities within the Care Organisation to raise awareness of PALS and complaints and provide specific training on handling complaints
  • Keep abreast of changes to national legislation and guidance and assist in amending policies and procedures as necessary

The above indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder

*** In addition to the above the postholder at Rochdale Care Organisation will also be responsible for the following:
  • Systems manager (Datix)
  • Corporate reports, including the KO41a report
  • Provide leadership and management to the administration team

*** In addition to the above the postholder at Bury Care Organisation will also be responsible for the following:
  • Provide leadership and management to the PALS and Complaints Support Officer

Person Specification



  • Degree or equivalent qualification or relevant experience
  • Management training or relevant experience
  • Customer Care training or relevant experience



  • Excellent written and verbal skills


  • Using Datix or a similar risk management system
  • Producing reports using Datix or a similar risk management system



  • Experience in a management role
  • Experience and ability to work with staff at all levels
  • Experience of delivering training
  • Experience of presenting reports verbally and written


  • Experience of PALS and Complaints in an NHS setting



  • Knowledge and understanding of NHS complaints legislation
  • Knowledge and understanding of equality, diversity and inclusion

Employer details

Employer name

Northern Care Alliance NHS Foundation Trust


Oldham Care Organisation

c/o Unit 7/8 Whitney Court, Hamilton Street



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