Surrey and Borders Partnership NHS Foundation Trust
Complaints Manager
The closing date is 24 July 2026
The post holder will ensure effective day‑to‑day management of the complaints and PALS team within the Trust, facilitating negotiated solutions and resolution of issues quickly and professionally. They will be visible and approachable to services users, carers and their families, and will lead the Patient Advice and Liaison role.
The post holder will ensure people are treated with respect during the complaints process, promote best practice in difficult but open conversations, and collaborate to raise awareness of how to raise concerns and provide multi‑channel feedback. They will also drive the People Experience work across the Trust, integrating complaints/PALS feedback with real‑time experience data.
Main duties of the job
- Manage the Complaints and PALS team.
- Build and maintain good relationships with clinical and non‑clinical staff across Directorates and Departments.
- Ensure the Trust adheres to the Complaints Regulations.
- Monitor and report on complaints and PALS performance.
- Build and maintain good relationships with key stakeholders and the local community.
- Articulate the significance and potential impact of government policy on practice.
- Work proactively within the principles of openness and honesty (Duty of Candour).
- Deliver a training programme for all staff on complaints handling and specific training for investigating officers.
- Lead on the implementation and embedding of AI technology (Quail) within complaint responses.
- Act as Liaison Officer when a complaint has been referred to the Ombudsman for investigation.
Person Specification
Experience
- At least 2 years in a role related to the management of complaints and people’s experience.
- Clear understanding and working knowledge of the Complaints Regulations.
- Experience managing teams in a senior role.
- Ability to identify issues and implement solutions.
- Strong communication skills at all levels.
- Ability to prioritise the team’s workload alongside own workload.
- Experience using complaints AI software.
- Experience producing reports that show complaints performance and trends.
Eligibility
Applicants must have the right to work in the UK for the duration of the role.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a Disclosure and Barring Service check to assess any prior convictions.
Contract
Permanent
Working pattern
Full‑time
Salary
£51,657 to £58,785 a year, including 5% Fringe HCAS, pro rata.
Reference number
325-8100929-CORP
Job location
Surrey and Borders Partnership Trust Headquarters, Leatherhead
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