Job Overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity for a PALS Manager to lead our Patient and Advice Liaison Service, ensuring every patient, carer and family member receives the support, information and voice they need.
University Hospital Southampton is one of England's largest acute teaching trusts, located on the south coast with direct rail links to London. The Trust offers extensive learning and development opportunities.
We want a passionate leader who can improve patient experience and drive compassionate, responsive care.
Key Responsibilities
As the PALS manager you will:
* Use clinical insight to oversee the delivery of a proactive, high‑quality service that listens to, supports and resolves concerns quickly and effectively.
* Act as the gateway to the complaints investigation process.
* Lead and manage a team of PALS officers, ensuring the service is welcoming, professional and aligned with Trust values; patients first, working together, always improving.
* Provide expert advice and guidance on patient experience, concerns and complaints.
* Analyse trends and inform reports to aid service improvement.
* Work collaboratively with complaints, governance and quality teams to ensure a joined‑op approach to patient feedback and concern.
* Promote patient involvement and champion the voice of service users across the organisation.
Trust Values
Essential criteria for alignment with Trust values include:
* Patient First
* Always Improving
* Working Together
Qualifications and Training Required
Essential criteria:
* Professional / Clinical registration – nursing & midwifery, AHP.
* Educated to masters level or equivalent professional knowledge, skills and experience in complaints management.
Desirable criteria:
* Qualification or demonstrable experience in the use of complaints management systems and Microsoft Office applications.
Previous or Relevant Experience
Essential criteria:
* Experience of working with patients and families to address and resolve their concerns within an acute NHS setting.
* Evidence of delivering a high standard of patient experience in a professional role.
* Experience of NHS governance processes, including benchmarking and evaluating trust performance against external indicators, standards, and guidelines (e.g., audit processes).
* Supervision and line management experience of teams working in a highly emotional environment.
Desirable criteria:
* Understanding and knowledge of NHS complaint regulations and procedures.
* Experience of resolution and mediation where patients and families are unhappy with the care received.
Working Hours and Flexibility
Core hours: weekdays (on‑site). The role offers a mix of on‑site and remote working opportunities. Please discuss flexibility at interview.
Diversity and Inclusion
We proudly champion individuality and inclusivity. Outstanding care is possible with a diverse, inclusive team. The Trust is committed to an anti‑racist, anti‑discriminatory environment where everyone feels valued, safe, and empowered to make a meaningful impact in our communities. We welcome applicants of all backgrounds, identities, and experiences to join us in building a healthcare community where everyone can belong, thrive, and contribute.
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