At a Glance
- Tasks: Lead the Complaints and PALS Team to ensure voices are heard and valued.
- Company: Join Surrey and Borders Partnership NHS Foundation Trust, a top mental health provider.
- Benefits: Enjoy flexible working, free parking, and excellent health support.
- Other info: Dynamic role with opportunities for professional development and career growth.
- Why this job: Make a real difference in people's experiences and drive improvements in care.
- Qualifications: 2+ years in complaints management and strong communication skills required.
The predicted salary is between 51657 - 58785 £ per year.
We are looking for an experienced, compassionate and highly motivated individual to lead our Complaints, Patient Advice and Liaison Service (PALS) and People's Experience function. This is an exciting opportunity to play a pivotal role in ensuring that the voices of people who use our services, their families and carers are heard, valued and acted upon. You will lead the day-to-day management of the Complaints and PALS Team, ensuring concerns are handled professionally, sensitively and in a timely manner, while promoting a culture of openness, learning and continuous improvement.
Working across the Trust, you will lead the development of our People's Experience agenda, bringing together learning from complaints, PALS contacts, compliments, concerns and real-time feedback to drive improvements in care, quality and people's experiences of our services. As a visible and approachable leader, you will support staff at all levels to develop the confidence and skills needed to have open, honest and constructive conversations, particularly when managing concerns or resolving difficult situations.
Main duties of the job
- To manage the Complaints and PALS Team
- To build and maintain good relationships with clinical and non-clinical staff across Directorates and Departments
- To ensure the Trust adheres to the Complaints Regulations
- Monitor and report on complaints and PALS performance
- To build and maintain good relationships with key stakeholders and the local community
- Articulate the significance and potential impact of government policies as they relate to policy, practice, and its development
- Proactively work within the principles of being open and honest (Duty of Candour)
- The post holder will deliver a training programme for all staff on complaints handling and specific training for investigating officers
- The post holder will lead on the implementation and embedding of Ai technology (Quail) within complaint responses to ensure that it is being utilised optimally across the Trust
- To act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation
About us
Surrey and Borders Partnership NHS Foundation Trust is the leading provider of mental health, learning disability, neurodevelopmental and drug and alcohol services in Surrey and North East Hampshire. We support people of all ages and are passionate about providing high quality care that is delivered at the right time as close to home as possible to help people recover and stay well. We are one of the top 10 mental Health, Learning Disability and Community Trust to work for nationwide. Our Trust is an inclusive and supportive employer that offers a wide range of staff networks, flexible working, free parking and excellent health and wellbeing support. We also provide a wide range of opportunities to help staff develop and progress.
Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast. Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach. For international travel, both Gatwick and Heathrow airports are nearby.
Please note that we reserve the right to close posts as soon as sufficient applications are received. Regrettably, due to UK Home Office requirements we cannot offer sponsorship for all our job roles. Applicants must have the right to work in the UK for the duration of the role.
We look forward to receiving your application!
Details
- Date posted: 13 August 2026
- Pay scheme: Agenda for change
- Band: Band 7
- Salary: £51,657 to £58,785 a year Incl. 5% Fringe HCAS, pa, pro rata
- Contract: Permanent
- Working pattern: Full-time
- Reference number: 325-8100929-CORP-A
- Job locations: Surrey and Borders Partnership Trust Headquarters, Leatherhead, Mole Business Park, 18 Randalls Rd, Leatherhead, KT22 7AD, United Kingdom
Job responsibilities
Please check the job description & person specification document for more information on the requirements for this job.
Person Specification
Experience
- Essential: Relevant experience of which at least 2 years in a role related to the management of complaints and people's experience
- A clear understanding and a working knowledge of the Complaints regulations
- Managing Teams in a Senior Role
- Ability to identify issues, and implement solutions
- Ability to communicate with others and at all levels
- Prioritise the Teams workload alongside your own workload
- Desirable: Experience on using complaints Ai software
Experience
- Essential: Experience of producing reports to show complaints performance and trends
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.
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