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.
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.
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.
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.
This advert closes on Sunday 26 Apr 2026.
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