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PALS & Complaints Manager

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)
£43,742 to £50,056 a year pa pro rata
Closing date
25 Jul 2024

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Other Health Profession
Band 7
Contract Type
Full Time
Do you have a passion for delivering excellent customer service?

Do you thrive in a fast-paced environment with frequently changing priorities?

Do you want to make a contribution to the NHS through the provision of an excellent complaints and support service for the people of Bristol and Weston?

UHBW is looking for a dynamic, motivated, and professional individual to join its PALS & Complaints Team on a permanent full-time basis.

The post holder will support the Trust's Head of PALS & Complaints in delivering a first-class complaints service, whilst helping to deliver the long-term strategic vision and direction of the service, in accordance with the NHS Complaints Standards Framework.

You will play a major role in improving the quality of complaint responses and managing a caseload of PHSO and complex complaints.

Working independently, the successful candidate will also use their experience to lead and directly manage the PALS & Complaints Team

Main duties of the job

  • The post holder will be responsible for the line management of a team of complaints officers and administrators and will be responsible for the day-to-day operational management of a very busy service.
  • The post holder will also be responsible for undertaking complaints training and specific initiatives to improve the overall experience of patients at the Trust.

If you are able to work well under pressure and enjoy dealing directly with people, we would love to hear from you. Previous experience of managing complaints in a customer focused role is essential, and you will also have significant staff management experience.

In return we can offer you a role where no two days are the same and which enables you to improve the experience of patients, visitors and carers who use our services.

Interview date: 8th August 2024

About us

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward-thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.

Job description

Job responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Person Specification

Qualifications and Training


  • Educated to Master's degree level, or equivalent demonstrable related relevant experience in a similar role
  • Working knowledge of all Microsoft Office applications
  • Evidence of ongoing training and development in a management/leadership role
  • Ongoing learning and/or professional development in relevant fields, e.g., complaints resolution, customer service, involvement, mediation, facilitation

Knowledge and Experience


  • Experience in complaints management, ideally in an NHS setting, demonstrating highly developed specialist knowledge underpinned by theory and experience
  • Experience of working in a customer focused role
  • Experience of working in a supportive role with patients / customers / members of the public, and staff at all levels
  • Experience of developing and delivering training programmes to staff at all levels
  • Experience of operational management of staff and the day-to-day delivery of a high-quality service


  • Experience of producing clear accurate and concise reports and papers for a range of audiences
  • Experience of cross organisational and multi-agency working

Skills and Abilities


  • Excellent communication and presentation skills, both written and oral, and the ability to liaise with staff at all levels
  • Excellent planning and organisational skills, involving complex and multi-factorial tasks and situations, as well as meticulous attention to detail
  • Skilled handling in conveying sensitive messages, including in a challenging environment and ability to maintain high standards of diplomacy and confidentiality
  • Demonstrable knowledge of clinical and social care services, legislation, and service management, acquired through post graduate qualification or equivalent high-level experience of training and management
  • Ability to maintain high levels of concentration and quality whilst dealing with frequent interruptions
  • Resilience to deal with complex and distressing issues raised by patients/service users

Employer details

Employer name

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW)


Bristol Royal Infirmary

Upper Maudlin Street



Any attachments will be accessible after you click to apply.


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