Patient Advice & Liason Service Manager (PALS)

Job summaryThe PALS service is seeking a highly motivated individual, with strong management and leadership skills to lead the team, and oversee the operational delivery of the service across the organisation. The post holder will ensure that the service responds effectively to the needs and concerns of patients, families, carers and members of the public; supports the early resolution of concerns; drives improvements in patient experience and service delivery; and ensures that the patient voice informs quality improvement initiatives. The post holder will manage and provide effective leadership to the PALS team, acting as the Trusts principal source of expert practical and theoretical advice on PALS processes. They will work closely with Clinical Service Unit (CSU) teams to promote organisational learning from PALS feedback and will support the Lead Nurse in delivering the Trusts strategic improvement initiatives. The role also involves establishing and maintaining effective relationships with a wide range of internal and external stakeholders, including other NHS providers and the Parliamentary and Health Service Ombudsman (PHSO). The post holder will provide specialist support to CSUs and senior management teams on PALS-related matters, Trust strategy and service improvement, helping to optimise performance across the organisation. They will analyse complex performance data and produce assurance reports, clearly identifying areas where performance does not meet standards.Main duties of the jobYou must have well-developed communication skills, be empathetic, objective, and able to work within established systems and processes, as well as demonstrating flexibility to changing NHS and departmental requirements. The successful candidate will be confident with the use of multiple of IT systems, and be able to manage change and deliver service improvement initiatives. You will need to work well under challenging conditions. Emotional robustness, maturity and resilience are essential due to the demanding and often upsetting work that the role is exposed to. Please see the attached job description for further information about this vacancy.About usThe Leeds Teaching Hospitals NHS Trust is committed to delivering the highest quality and safest treatment and care to every patient, every time. Our vision is to provide the highest quality specialist and integrated care. We will do this through delivery of our multi-year goals and strategic priorities, which you can read about on this page. Central to it all is The Leeds Way our values and behaviours that are at the heart of everything we do. DetailsDate posted11 September 2026Pay schemeAgenda for changeBandBand 7Salary 49,387 to 56,515 a year ContractPermanentWorking pattern Full-time Reference number002068Job locationsSt James’s University HospitalLeedsWest YorkshireLS9 7TFUnited KingdomJob descriptionJob responsibilitiesFor questions about this job, contact:Name: Jo Corrigan Position: Lead Nurse Email: jo.corrigan@nhs.net Shortlisting Date: 28.09.2026 Interview Date: 05.10.2026Job SummaryThe PALS service is seeking a highly motivated individual, with strong management and leadership skills to lead the team, and oversee the operational delivery of the service across the organisation. The post holder will ensure that the service responds effectively to the needs and concerns of patients, families, carers and members of the public; supports the early resolution of concerns; drives improvements in patient experience and service delivery; and ensures that the patient voice informs quality improvement initiatives.The post holder will manage and provide effective leadership to the PALS team, acting as the Trust’s principal source of expert practical and theoretical advice on PALS processes. They will work closely with Clinical Service Unit (CSU) teams to promote organisational learning from PALS feedback and will support the Lead Nurse in delivering the Trust’s strategic improvement initiatives. The role also involves establishing and maintaining effective relationships with a wide range of internal and external stakeholders, including other NHS providers and the Parliamentary and Health Service Ombudsman (PHSO).The post holder will provide specialist support to CSUs and senior management teams on PALS-related matters, Trust strategy and service improvement, helping to optimise performance across the organisation. They will analyse complex performance data and produce assurance reports, clearly identifying areas where performance does not meet the required standard and demonstrating that appropriate mitigating actions and improvement plans are in place.Why you should join our TeamThe PALS team sits within the wider Patient Experience Team and is part of the Chief Nurse Clinical Specialty Unit. The team consists of a Deputy PALS Manager, 1, Service Co-ordinator and 5 PALS Officers, and report direct to a Lead nurse and Head of Patient Experience. This opportunity will enable to develop your leadership and management skills whilst also raising the profile of the PALS team and supporting service improvements through shared partnerships and collaborative working.The team is well established and is dedicated to ensuring that anyone using the service have a positive experience.What you will bring to the roleYou must have well-developed communication skills, be empathetic, objective, and able to work within established systems and processes, as well as demonstrating flexibility to changing NHS and departmental requirements.The successful candidate will be confident with the use of multiple of IT systems, and be able to manage change and deliver service improvement initiatives.You will need to work well under challenging conditions. Emotional robustness, maturity and resilience are essential due to the demanding and often upsetting work that the role is exposed to.Please see the attached job description for further information about this vacancy.About Leeds Teaching Hospital NHS TrustOur Trust valuesThe Leeds Way is working together to support each other and deliver the best possible care to patients.We are….Responsible Open and Honest One Team KindOur Trust prioritiesOur purpose: Excellent, safe and sustainable care for every patient every timeOur priorities:People Improvement and Innovation Partnerships Outcomes Sponsorship Eligibility To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.We reserve the right to close this advert early if we receive a high number of suitable applications. Job description Job responsibilitiesFor questions about this job, contact:Name: Jo Corrigan Position: Lead Nurse Email: jo.corrigan@nhs.net Shortlisting Date: 28.09.2026 Interview Date: 05.10.2026Job SummaryThe PALS service is seeking a highly motivated individual, with strong management and leadership skills to lead the team, and oversee the operational delivery of the service across the organisation. The post holder will ensure that the service responds effectively to the needs and concerns of patients, families, carers and members of the public; supports the early resolution of concerns; drives improvements in patient experience and service delivery; and ensures that the patient voice informs quality improvement initiatives.The post holder will manage and provide effective leadership to the PALS team, acting as the Trust’s principal source of expert practical and theoretical advice on PALS processes. They will work closely with Clinical Service Unit (CSU) teams to promote organisational learning from PALS feedback and will support the Lead Nurse in delivering the Trust’s strategic improvement initiatives. The role also involves establishing and maintaining effective relationships with a wide range of internal and external stakeholders, including other NHS providers and the Parliamentary and Health Service Ombudsman (PHSO).The post holder will provide specialist support to CSUs and senior management teams on PALS-related matters, Trust strategy and service improvement, helping to optimise performance across the organisation. They will analyse complex performance data and produce assurance reports, clearly identifying areas where performance does not meet the required standard and demonstrating that appropriate mitigating actions and improvement plans are in place.Why you should join our TeamThe PALS team sits within the wider Patient Experience Team and is part of the Chief Nurse Clinical Specialty Unit. The team consists of a Deputy PALS Manager, 1, Service Co-ordinator and 5 PALS Officers, and report direct to a Lead nurse and Head of Patient Experience. This opportunity will enable to develop your leadership and management skills whilst also raising the profile of the PALS team and supporting service improvements through shared partnerships and collaborative working.The team is well established and is dedicated to ensuring that anyone using the service have a positive experience.What you will bring to the roleYou must have well-developed communication skills, be empathetic, objective, and able to work within established systems and processes, as well as demonstrating flexibility to changing NHS and departmental requirements.The successful candidate will be confident with the use of multiple of IT systems, and be able to manage change and deliver service improvement initiatives.You will need to work well under challenging conditions. Emotional robustness, maturity and resilience are essential due to the demanding and often upsetting work that the role is exposed to.Please see the attached job description for further information about this vacancy.About Leeds Teaching Hospital NHS TrustOur Trust valuesThe Leeds Way is working together to support each other and deliver the best possible care to patients.We are….Responsible Open and Honest One Team KindOur Trust prioritiesOur purpose: Excellent, safe and sustainable care for every patient every timeOur priorities:People Improvement and Innovation Partnerships Outcomes Sponsorship Eligibility To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found here.We reserve the right to close this advert early if we receive a high number of suitable applications.Person Specification Qualifications EssentialFor further information, please click 'Apply' where you can download the full job description and person specification from our careers site. Experience EssentialFor further information, please click 'Apply' where you can download the full job description and person specification from our careers site. Person Specification Qualifications EssentialFor further information, please click 'Apply' where you can download the full job description and person specification from our careers site. Experience EssentialFor further information, please click 'Apply' where you can download the full job description and person specification from our careers site.Disclosure and Barring Service CheckThis 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 detailsEmployer nameLeeds Teaching HospitalsAddressSt James’s University HospitalLeedsWest YorkshireLS9 7TFUnited KingdomEmployer's websiteEmployer detailsEmployer nameLeeds Teaching HospitalsAddressSt James’s University HospitalLeedsWest YorkshireLS9 7TFUnited KingdomEmployer's website