Chelsea and Westminster Hospital NHS Foundation Trust

PALS and Complaints Team Leader

Information:

This job is now closed

Job summary

PALS and Complaints Team Leader

Based at Chelsea Site

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? Do you have a calm disposition and are you comfortable talking to people who are emotionally distressed or angry and able to support them in achieving a resolution to their concerns?

Please state on your personal statement which site you prefer.

Main duties of the job

We are seeking to recruit and PALS and Complaints Team Leader to join our team. The successful applicant will be an integral part of the team and be responsible for the day to day operation of the PALS service on their site, with the guidance and support of the PALS and Complaints Manager. They will also be responsible for the day to day supervision of the PALS team and be the escalation point for any complex concerns.

You will possess excellent listening and interpersonal skills including the ability to effectively manage relationships internally and externally, demonstrate empathy, impartiality and tact when dealing with calls from patients or their representatives. 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 proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital, plus our award-winning clinics across North West London and beyond.

Details

Date posted

14 August 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£35,964 to £43,780 a year per annum inc HCAS

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

289-CR-1614

Job locations

Chelsea and Westminster Hospital

London

SW10 9NH


Job description

Job responsibilities

The role also requires the person to work closely with colleagues within the Trust and external agencies, have good organisational and time management skills and the ability to manage competing priorities against tight deadlines.

You will also be able to advise our patients and staff on the Trusts complaints process. The PALS team is often the first point of contact for patients who want to make a complaint or raise a concern and work closely with the complaints team aiming to provide a highly visible service for patients.

Job description

Job responsibilities

The role also requires the person to work closely with colleagues within the Trust and external agencies, have good organisational and time management skills and the ability to manage competing priorities against tight deadlines.

You will also be able to advise our patients and staff on the Trusts complaints process. The PALS team is often the first point of contact for patients who want to make a complaint or raise a concern and work closely with the complaints team aiming to provide a highly visible service for patients.

Person Specification

Written and verbal

Essential

  • Experience of working in a Patient Experience service
  • Experience of supervising or managing junior staff
  • Experience of de-escalating and resolving concerns for patients/public
  • Experience of attending and contributing to meetings
  • Experience of escalating concerns to senior staff
  • Experience of coordinating complaints

Desirable

  • Experience of management of complaints
Person Specification

Written and verbal

Essential

  • Experience of working in a Patient Experience service
  • Experience of supervising or managing junior staff
  • Experience of de-escalating and resolving concerns for patients/public
  • Experience of attending and contributing to meetings
  • Experience of escalating concerns to senior staff
  • Experience of coordinating complaints

Desirable

  • Experience of management of complaints

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.

Employer details

Employer name

Chelsea and Westminster Hospital NHS Foundation Trust

Address

Chelsea and Westminster Hospital

London

SW10 9NH


Employer's website

https://www.chelwest.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Chelsea and Westminster Hospital NHS Foundation Trust

Address

Chelsea and Westminster Hospital

London

SW10 9NH


Employer's website

https://www.chelwest.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Head of PALS and Complaints

Tracey Pettit

tracey.pettit@nhs.net

Details

Date posted

14 August 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£35,964 to £43,780 a year per annum inc HCAS

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

289-CR-1614

Job locations

Chelsea and Westminster Hospital

London

SW10 9NH


Supporting documents

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