Patient Advice and Liaison Service & Complaints Lead
Grade 7 – Fixed term: 7 months (Contract End 31/03/27)
Full time – 37.5 hours per week
Salary: £49,387 – £56,515 per annum (Yearly)
Location: Queen's Medical Centre, Town Nottingham
Job Ref: 164‑7835543
Job overview
The Nottingham University Hospitals NHS Trust is committed to an integrated, Trust‑wide approach to the management of Complaints, Patient Advice and Liaison Service (PALS), concerns, comments, and compliments. This role leads the PALS and Complaints service, ensuring high‑quality, responsive support to patients, relatives, carers and staff, and fostering an improvement culture within the team.
Main duties
* Lead the development, planning, coordination and delivery of the PALS and Complaints service, meeting local and national standards within agreed deadlines.
* Provide daily performance management of the 4C’s (Compliments, Comments, Concerns and Complaints), ensuring standards are maintained and improvements are implemented.
* Ensure patients and users are involved in service design and that their feedback informs practice.
* Lead line management of direct reports, providing mentorship, advice, and support to develop effective team leaders.
* Act as deputy for the Matron of Patient Experience and Engagement when required.
* Work flexibly across QMC Campus and other Trust sites as needed.
Detailed job description and main responsibilities
* Operational
o Assess and risk‑evaluate all clients accessing PALS or Complaints service.
o Ensure confidential, culturally appropriate services for all users.
o Respond to complex issues, ensuring swift resolution.
o Maintain accurate documentation and record‑keeping.
o Interface with Care Groups to triage and manage complaints.
o Support multi‑organisational complaints and liaise with external agencies.
o Oversee investigations by qualified staff within statutory timeframes.
* Quality / Governance
o Monitor key performance indicators and report progress to senior management.
o Ensure data collection systems support reporting schedules.
o Prepare PALS and Complaints reports for Trust‑level analysis.
o Analyse data to identify trends and drive continuous improvement.
* Communication
o Communicate service information effectively across all channels.
o Build relationships with clinical and non‑clinical staff and external partners.
o Prepare and deliver education and training programmes.
o Publicise successes and share best practice within the organisation.
* Management
o Ensure compliance with regulatory standards and internal procedures.
o Lead day‑to‑day line management of the team, ensuring training and appraisal processes are completed.
o Support staff development through training needs analysis and personal development plans.
o Maintain accurate records of attendance, performance, and leave.
* Professional
o Stay current with best practice in complaints and PALS.
o Promote and champion the service within the Trust.
o Complete continuing professional development activities.
Person specification
Training and Qualifications
* BSc/BA Degree level or equivalent; evidence of continuous professional development in management and governance.
* Master’s degree or significant equivalent experience; clinical professional registration and relevant training qualifications.
Experience
* Experience in a complaints environment, providing specialised advice and patient involvement.
* Operational and line management experience, achieving targets within demanding environments.
* Project management and change‑leadership experience; financial control and budgeting skills.
* Knowledge of NHS and national standards in complaints and patient experience.
Communication and Relationship Skills
* Excellent verbal and written communication at all organisational levels.
* Ability to influence, motivate and build high‑performing teams.
* Strong interpersonal skills with emotional intelligence.
Analytical and Judgement Skills
* Analytical and problem‑solving abilities with data interpretation skills.
* Experience designing and maintaining information systems for service improvement.
* Capability to make decisions and manage changes in complex contexts.
Planning and Organisation Skills
* Develop and implement short, medium and long‑term strategies in partnership with stakeholders.
* Demonstrate effective resource and personal development management.
* IT literacy, including proficiency in Microsoft Office and data management tools.
Physical Skills
* Adaptable to changing priorities; proficient with keyboard use.
Other requirements specific to the role
* Positive attitude towards the NHS mission, enthusiasm and motivation.
* Ability to support colleagues and patients in stressful circumstances.
* Willingness to travel across hospital sites and regions as required.
* Flexible with short‑notice working if needed.
Commitment to Trust Values and Behaviours
* Demonstrate behaviours consistent with the Trust’s “We are here for you” behavioural standards.
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH. All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.
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