PALS & Complaints Manager

We are looking for an inspiring leader to join our team and help us make the patient and carer voice loud, unmissable, and impactful in our Trust. Our Trust's Big Ambitions include Listening to Improve. One of the ways we will achieve this is by understanding and acting on the concerns and complaints of our patients and carers. In this role, you will lead our PALS and Complaints Team to ensure we have accessible, person-centred ways of receiving and responding to concerns and complaints, maximising the benefit we take from understanding how people experience the care we provide. The role is full-time, with opportunities for flexible working, leading a dedicated team, and working alongside colleagues across our Trust. As a key member of our patient and carer experience and engagement leadership team, you will make a real impact on the lives of those raising concerns and complaints, other patients, carers, and our staff.

The Complaints & PALS Manager has responsibility for ensuring we respond to complaints and concerns in a patient and carer-focused manner, in compliance with national legislation, contractual requirements, internal key performance indicators, and best practice, to drive service improvements across our Trust. They will ensure our Trust's procedures for addressing complaints and concerns are accessible and integrated with other quality governance and organisational processes.

Key Responsibilities :

• Develop and maintain policies and procedures that enable complaints and concerns to be responded to in a patient and carer-focused, robust, and timely manner to a consistently high standard.
• Act as a cultural leader within the organisation, offering constructive challenge to ensure patient and carer feedback is sought, addressed, and acted upon, and that this is done in accordance with the principles of Just Culture.
• Develop and maintain strategies to drive learning from complaints and concerns to improve our services.
• Lead the PALS & Complaints Team to deliver a flexible and patient and carer-focused service.
• Provide expert advice and training to staff throughout our Trust, working collaboratively across our leadership structure and with other senior staff when expressions of dissatisfaction are received from patients, carers, or those acting on their behalf.

We are proud to provide high-quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport, and Tameside and Glossop. Our vision is for a happier and more hopeful life for everyone in our communities, and our staff work hard to deliver the very best care for the people who use our services. We're really proud of our #PennineCarePeople and do everything we can to make sure we're a great place to work.

If you come and work for us, we will offer a range of benefits and opportunities, including :

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