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Crynodeb o'r swydd

Prif leoliad
Administration
Gradd
Band 8a
Contract
Parhaol
Oriau
Llawnamser - 37.5 awr yr wythnos
Cyfeirnod y swydd
363-CP7913274
Cyflogwr
East London NHS Foundation Trust
Math o gyflogwr
NHS
Gwefan
Trust HQ - Robert Dolan House
Tref
LONDON
Cyflog
£66,274 - £73,496 Per annum inc HCA
Cyfnod cyflog
Yn flynyddol
Yn cau
26/04/2026 23:59

Teitl cyflogwr

East London NHS Foundation Trust logo

Head of Complaints & PALS

Band 8a

ELFT has long been recognised as a centre of excellence for mental and health care, innovation and improvement. So it is a very exciting time for you to come and work for us. Our mission is to make a positive difference to people's lives by improving quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

Trosolwg o'r swydd

Are you an experienced senior leader with a strong background in complaints, patient experience, governance or quality improvement? Do you have the skills to lead a high-profile service that sits at the heart of learning, responsiveness and service improvement?

We are looking for a Head of Complaints and PALS to lead our corporate Complaints and PALS function. This is a key leadership role, responsible for ensuring that concerns and complaints are managed effectively, compassionately and in line with national standards, while also helping the Trust learn from feedback and improve the quality of care we provide.

Prif ddyletswyddau'r swydd

You will lead the Complaints and PALS Team, provide expert advice to senior leaders, and work in close partnership with clinical and operational services across the Trust. You will help ensure a consistent and responsive approach to local resolution, formal complaints, thematic learning and service improvement.

We are looking for someone who is highly organised, politically astute and able to manage complex and sensitive issues with professionalism, empathy and sound judgement. You should have significant experience of working with senior managers, handling complex concerns, producing high-quality reports, and using data and intelligence to drive improvement. Experience in governance, investigations, mediation or quality improvement would be an advantage.

This is an exciting opportunity to lead an important function, influence improvement across the Trust, and make a real difference to patient and carer experience.

Gweithio i'n sefydliad

Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

If you are someone with a passion for improving the patient experience and can evidence drive, initiative and enthusiasm, then we would like to hear from you.

For questions about the job, please contact

Evah Marufu on:

[email protected]

Contact:  07908140309

 

Manyleb y person

Education/ Qualification/ Training

Meini prawf hanfodol
  • • Degree level qualification or demonstrable experience in relevant areas
Meini prawf dymunol
  • • Evidence of commitment to on-going continual professional development
  • • Post Graduate Degree level of education in relevant subject or demonstrable
  • • Equivalent experience

Experience

Meini prawf hanfodol
  • • Significant experience of working with senior management including functions and procedures
  • • Experience of working and engaging with staff at all levels in a high-volume transactional environment
  • • Supervisory experience
  • • Demonstrable evidence of successful multi-disciplinary team working
  • • Experience in dealing with patients and the public
  • • Demonstrable experience of internal and external partnership working
  • • Experience in investigation techniques, patient safety, concerns, risk or management, using a range of complementary tools, Root Cause Analysis, and Incident Decision Tree
  • • Facilitation/Mediation experience
  • • Experience of using and managing information to determine priorities and demonstrate service levels across the organisation including presenting to meetings.
Meini prawf dymunol
  • • Experience of working in a Clinical Governance environment
  • • Demonstrable evidence of facilitation skills in managing/ handling difficult, contentious or sensitive issues as well as handling conflict
  • • Demonstrable evidence of effective management of internal / external investigation of concerns
  • • Budget management experience and achieving a balanced budget position

Knowledge and Skills

Meini prawf hanfodol
  • • Excellent time management skills and ability to work to deadlines.
  • • IT literate including analysis of highly complex data
  • • Project Management skills
  • • Report writing skills
  • • Analytical skills - ability to make judgements about highly complex facts or situations
  • • Ability to analyse information, prepare reports and utilise information to inform decision making
  • • Ability to learn from experience and adapt to changes and new challenges
  • • Committed to the continuous development of staff and self
  • • Ability to prioritise tasks and manage competing demands on time, ensuring all deadlines are met.
  • • Strong planning and organisational skills across a broad range of complex activities and difficult situations
  • • Ability to remain impartial with empathy and understanding for others
  • • Understand the NHS
  • • Knowledge of the patient safety and quality agenda and policy direction for the NHS
  • • Knowledge and understanding of the principles of clinical governance and quality improvement
  • • Understanding of the Health Board structures and strategies
Meini prawf dymunol
  • Quality Improvement skills
  • Formal presentation skills
  • Budget management

Bathodynnau ardystio / achredu cyflogwyr

Capital Nurse, LondonCommitted to being an Inclusive EmployerApprenticeships logoNo smoking policyPositive about disabled peopleAge positiveHSJ Best places to workArmed Forces Covenant (Silver Award)Mindful employer.  Being positive about mental health.Disability confident employerCare quality commission - OutstandingStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.

Gofynion ymgeisio

Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.

Dogfennau i'w lawrlwytho

Gwneud cais ar-lein nawr

Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol

Enw
Evah Marufu
Teitl y swydd
Director of Nursing – Mental Health
Cyfeiriad ebost
[email protected]
Rhif ffôn
07908140309
Gwneud cais ar-lein nawrAnfonwch hysbysiadau ataf am swyddi gwag tebyg