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Complaints & PALS Manager

The Queen Elizabeth Hospital King's Lynn NHS Foundation Trust
Kings Lynn
£43,742 to £50,056 per annum, pro rata
Closing date
29 Nov 2023

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Other Health Profession
Band 7
Contract Type
Full Time
We are looking for a dynamic, enthusiastic person who is committed to improving the quality of service we deliver. The lead will provide leadership and develop a patient feedback team to ensure that our complainants receive customer-focused, timely and efficient support alongside working with other colleagues to improve the quality of services that we deliver at QEHKL NHS Foundation Trust.

A key aim of the role is to develop how the organisation engages with complainants to enable the early satisfactory resolution of concerns helping to embed learning and drive improvement.

*Please note previous applicants need not apply.

Main duties of the job

You will work with colleagues to handle and manage complaints and concerns directly, via all communication channels providing timely, sensitive, and accurate responses that address the issues raised, maintaining a high degree of professionalism and confidentiality throughout the complaint process.

  • To implement the NHS Complaints Standards across The Queen Elizabeth Hospital Kings Lynn NHS Foundation Trust.
  • To improve the quality of care provided to patients and carers in The Queen Elizabeth Hospital Kings Lynn NHS Foundation Trust through the effective handling of complaints.
  • To promote and support a culture of learning and quality improvement across all aspects of patient care, safety, services, and resource management across The Queen Elizabeth Hospital Kings Lynn NHS Foundation Trust.

About us

The Queen Elizabeth Hospital (QEH) King's Lynn is located near some of the most beautiful scenery in the UK, along the north Norfolk coast, and not far from Sandringham House.

We provide a comprehensive range of specialist, acute, obstetrics and community-based healthcare services to around 331,000 people across west and north Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire.

We have more than 4,000 staff and volunteers, approximately 530 beds, and a helipad for air ambulances. We work with neighbouring hospitals for the provision of tertiary services, including as part of regional partnership and network models of care, such as the trauma network.

In February 2022 the significant progress that has been made at QEH was recognised by the Care Quality Commission who rated the Trust as 'Good' in all of the core services they inspected. They recommended the Trust moves out of the recovery support system (formerly special measures).

Job description

Job responsibilities

For further details on this exciting opportunity, please see the attached job description and person specification.

*Please note previous applicants need not apply.

Person Specification

Qualifications/training and professional development


  • Educated to masters level or equivalent level of experience of working at a senior level in specialist area.
  • Evidence of post qualifying and continuing professional development.
  • Working knowledge of Microsoft Office with intermediate keyboard skills.



  • Experience in customer care/complaints at management level.
  • Experience of investigating and supporting investigations within a healthcare setting.
  • Significant NHS experience in a senior role.
  • Experience of managing and motivating a team and reviewing performance of the individuals.


  • Experience of identifying and interpreting National policy.
  • Experience of researching best practice (globally, private, and public sector), interpreting its relevance and processes/ practices which could be implemented successfully to achieve.

Skills, abilities, and knowledge


  • Demonstrable ability to negotiate and influence at a senior level.
  • Understanding of the complexities of patient pathways.
  • Problem solving skills and ability to respond to sudden unexpected demands.
  • Must be able to prioritise own work effectively and be able to direct activities of others.
  • Strong administrative and organisational skills including accurate records management.
  • Knowledge of NHS Serious Incident, complaints, and claims management information requirements.
  • Knowledge of complaints regulations.


  • Knowledge of information governance regulations and requirements as they relate to healthcare service providers.
  • Demonstrated capability to plan over short, medium, and long- term timeframes and adjust plans and resource requirements accordingly.



  • Demonstrable empathy and compassion in all forms of communication.
  • Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales.
  • Needs to have a thorough understanding of and commitment to equality of opportunity and good working relationships both in terms of day-to-day working practices, but also in relation to management systems.

Employer details

Employer name

The Queen Elizabeth Hospital King's Lynn NHSFT


The Queen Elizabeth Hospital

Gayton Road

Kings Lynn

PE30 4ET

Any attachments will be accessible after you click to apply.


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