Job summaryManagement and co-ordination of the complaints and PALS functions for the Trust, in line with national and local Trust guidance and policy.Management and leadership of the Complaints and PALS teams.Provision of a senior level of expertise in the management of complaints.Lead responsibility for ensuring organisational learning from Complaints and PALS, and to demonstrate examples of change in practice.Management of the Trust translation serviceMain duties of the jobManagement and co-ordination of the complaints and PALS functions for the Trust, in line with national and local Trust guidance and policy.Management and leadership of the Complaints and PALS teams.Provision of a senior level of expertise in the management of complaints.Lead responsibility for ensuring organisational learning from Complaints and PALS, and to demonstrate examples of change in practice.Management of the Trust translation serviceAbout usListen to why colleagues think we are a great place to work! - BHT - A great place to work (buckshealthcare.nhs.uk)What does Buckinghamshire Healthcare NHS Trust offer you?As part of our BHT family, you'll benefit from learning and development opportunities to support your career progression.We offer flexible and agile workingopportunities,alongside your NHS benefits ofgenerous annual leave entitlement, pension andaccess toNHS discount schemes.We provide a range of health and wellbeing services to promote a healthy, happy workforce.Why work for us?We're committed to promoting inclusion and making sure all colleagues feel they belong. We encourage new colleagues from a diverse range of backgrounds to apply.As an employer, we aim to create a workplace where differences are valued and colleagues treat one another with dignity and respect.Greater diversity withinourBHT familyimprovespositive outcomes for the people and communities we serve.A keen supporter of the Armed Forces Community who know the value of employing a service leaver/veteran and their families.What do we stand for?Our vision is to provide outstanding care, support healthy communities and be a great place to work.Our mission is to provide personal and compassionate care every time.Our care values are collaborate, aspire, respect and enable.Job descriptionJob responsibilitiesFor a comprehensive list of responsibilities and duties, please kindly refer to the Job Description and Person Specification by downloading the JD and PS attachment in the advert.If you are an internal applicant there is the option for secondment, all applicants must have the endorsement/support of their line manager prior to application.If you have a disability that makes submitting this online application difficult and would like assistance, please contact us on bht.recruitment@nhs.net quoting the vacancy reference number.Person SpecificationEXPERIENCEEssentialPrevious substantial experience of having worked in complaints and PALSExperience of managing staff and leading teamsExperience of having worked to performance targets.Experience of having used analytical skills to produce necessary actions and reports.Previous experience of managing change.Experience of supporting organisational learning and change based on patient feedback and concernsDesirableExperience of working to national standardsExperience of designing and delivering learning eventsSKILLS, ABILITIES & KNOWLEDGEEssentialAble to communicate with all staff and public at all levels confidently, both verbally and in writing.Able to explain information to others according to their understanding.Able to manage service developments and implement change.Excellent verbal and written skills including influencing, negotiation and leadership skills.High level of computer literacy including MS Office software.Able to prioritise workload and manage the team of complaints and PALS staff.Ability to work under pressure with multiple priorities.Understanding of data protection, patient confidentiality and equality and diversity.Ability to build credibility by demonstrating the organisation's values, building trust with partners in the organisation and proactively contributing to organisational success.Ability to write coherent reports, policies and processes.Good presentation skills.Proven networking skills on different levels, employing use of tact, influence and persuasion as appropriate.Line management experience.A positive approach to working with others in a team environment.Strong influencer, able to contribute to shaping service strategies.DesirableProject management skillsKnowledge of Datix and the ability to collate comprehensive reports.SPECIAL CIRCUMSTANCESEssentialAble to travel to other sitesEDUCATION, QUALIFICATIONS & TRAININGEssentialDegree Level or equivalent experienceEvidence of ongoing professional developmentKnowledge and appreciation of strategies to overcome resistance to change.DesirableEvidence of leadership trainingDisclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.UK RegistrationApplicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).Employer detailsEmployer nameBuckinghamshire Healthcare NHS TrustAddressStoke Mandeville HospitalAylesburyHP21 8ALEmployer's websitehttps://careers.buckshealthcare.nhs.uk/ (Opens in a new tab)