Complaints and Patient Advice & Liaison Service (PALS) Case Manager

Overview

The Complaints and PALS Team at Milton Keynes University Hospital NHS Foundation Trust is seeking an experienced, resilient and compassionate individual to join as a Complaints & PALS Case Manager. This demanding but rewarding role suits someone with existing NHS experience who understands the realities of working with patients and families who may be distressed, aggrieved or angry, and who is confident managing sensitive issues through to resolution.

Key Responsibilities

• Manage a caseload of formal NHS complaints, acting as the central point of contact for patients, families and clinical teams.
• Engage directly with patients and families, including face‑to‑face meetings.
• Work closely with clinicians and senior clinical staff, supporting them through the complaints process.
• Draft high‑quality, clear and professional written complaint responses, often involving complex clinical information.
• Maintain accurate records and effectively multitask across multiple cases and priorities.
• Act as a case manager from receipt to final response.

Qualifications & Experience

• Significant NHS experience in complaints, PALS, patient experience, governance or a related role.
• Emotionally resilient, empathetic and able to communicate confidently with upset or angry individuals.
• Excellent listening skills and ability to de‑escalate difficult situations.
• Comfortable working with medical terminology and clinical information.
• Excellent letter‑writing skills, able to produce sensitive, robust and high‑quality responses.
• Highly organised, able to manage a busy caseload and juggle competing demands.
• Comfortable working closely with clinicians and supporting them through complex complaint matters.

Appointment Details

Band 6 – £39,959 to £48,117 per annum, pro‑rata if part‑time.

Hours: 37.5 per week.

Location: Milton Keynes University Hospital NHS Foundation Trust.

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