Patient Support and Complaints Team (PSCT) manager

Patient Support and Complaints Team (PSCT) Manager

Closing date: 26 April 2026

We are looking for a motivated and organised individual to join our Patient Experience Team, playing a key role in ensuring patient support enquiries and complaints are handled with care, fairness, and within agreed timescales.

In this role you will:

• Investigate and coordinate patient support and complaints enquiries, working closely with colleagues across the Trust to ensure high‑quality, timely responses for patients, families, and carers.
• Guide senior ward and department staff in conducting thorough investigations and providing clear, compassionate responses on behalf of the Trust.
• Oversee the day‑to‑day operational running of the service, ensuring concerns and complaints are accurately recorded on Datix and that the service operates smoothly and efficiently.
• Advise clinical managers and staff on managing concerns, providing specialist advice for difficult, complex, and challenging enquiries.
• Ensure that enquiries, concerns and complaints are dealt with appropriately and effectively in line with Trust policies and procedures, escalating where necessary.
• Manage PSCT Officers, ensuring investigations and responses meet prescribed timescales and a high standard of compliance with NHS Complaints Legislation (2009).
• Analyse trends from feedback and complaints to share learning with Clinical Divisions and drive improvement at specialty, divisional, and Trust‑wide levels.
• Maintain Key Performance Indicators for the service, acknowledging, triaging, allocating and managing PSCT contacts in accordance with the Trust’s Complaints and Concerns policy.

Person Specification

Knowledge and Experience

• Experience of working with patients and families in a customer services role, including handling complex issues and behaviours.

Experience

• Experience influencing and negotiating with staff of all grades/professional groups.
• Experience collating, analysing and reporting complex data.

Skills

• Excellent communication skills, including strong writing and proofreading abilities.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.

#J-18808-Ljbffr…