Complaints Manager Job at Cornwall Partnership NHS Foundation Trust – in Bodmin

Job Description

Band 7

Main area

PALS and Complaints team


Band 7




Full time – 37.5 hours per week (Post includes some remote working)

Job ref



Banham House




£40,057 – £45,839 Per annum

Salary period



01/05/2022 23:59

Thank you for your interest in joining us at Cornwall Partnership NHS Foundation Trust.

We pride ourselves in striving to be an employer of choice.

Strategic Themes

Great Care

We will deliver safe, high quality, consistent and personalised care based on best practice. We are working to be a responsive organisation that listens and learns.

Great Organisation

We work to be a green organisation, and our sustainability plan will deliver NHS net zero targets. We will support quality care, research and innovation. All our work will be underpinned by clear and transparent principles and systems.

Great People

We will work together with our staff to create an organisation that supports our collective health and wellbeing. We will attract, retain and develop great people, and embed a caring, open, inclusive and restorative just culture that supports us to deliver quality care.

Great Partner

With our partners we will deliver health care that improves people’s quality of life, prevents ill health and reduces inequalities. We will spend our money wisely to achieve high quality outcomes that matter to local people.

At the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern. In addition, although the role advertised may have a ‘home’ office base indicated, we remain committed to supporting flexibility around workplace locations. If it works for the service, we will do our best to make it work for you.

The successful applicant will be an NHS employee and may therefore have contact with vulnerable service users. During the COVID-19 pandemic, it has been necessary to take significant steps to protect the health and safety of our staff, service users and those attending our sites. Unless exempt, we encourage and support staff to be vaccinated as this remains the best line of defence against COVID-19.

We are seeking to recruit an experienced, enthusiastic, and highly motivated individual to join the Trust as Complaints Manager and who will be responsible for all operations of the Trust’s Complaints and PALS and team. This will include the management of staff, ensuring that the relevant Trust’s Policies are adhered to at all times.

We are looking for a candidate with knowledge and practical experience of complaints/resolution management and its processes, together with a proven understanding of conflict resolution, mediation, and negotiation in the context of complaints management and investigation, ideally within another NHS Trust.

The post holder will oversee and manage all aspects of Complaints resolution, in line with the NHS and Trusts Complaints Policy and in accordance with the Trust’s core values and CQC standards. Will promote and facilitate the early resolution of complaints and concerns, ensuring the identification of complainant’s underlying concerns to achieve resolution at an early stage.

To proactively appraise and triage all new incoming complaints received and put into place processes to ensure complaints are captured, ensuring these are allocated to the most appropriate Complaints Investigator.

The post holder will be responsible for ensuring timely investigation and resolution of formal complaints received, consistently delivering a quality service as an integral part of the Trust’s commitment to improving patient experience and services, in accordance with the Trust’s core values and Policies & Procedures.

Will review and quality assure all investigation reports/responses and final response letters received for signature by the Chief Executive, ensuring that they are factually accurate, honest and include all relevant information

Will ensure that the responses by the Complaints team and investigators of complaints and concerns are appropriate and done in a timely manner, as well as ensuring the outcomes are patient focused at all times.

Will critically appraise complaint cases to ensure that quality issues are identified, and managed, potential serious incidents are appropriately flagged and ensure that investigations are thorough, transparent and open.

To attend and contribute to divisional, wider governance or team meetings and deliver training programmes on the complaints process to Trust staff, as part of induction or other mandatory training days and, where appropriate, specific to the needs of Trust staff.

Responsible for the development of the Trust’s complaints related policies and procedures in line with changing regulations and as identified from the review of complaints and concerns handling in the Trust. Propose and facilitate changes to improve organisational practice and performance.

The post holder will also be required to analyse complaints and PALS concerns ensuring that monthly, quarterly and annual reports are provided to committees and the Board when required. This will include contributing to the triangulation of data in order to facilitate learning for the organisation.

To identify areas of risk and monitor performance and quality of services arising from formal and informal complaints and concerns received, in order to facilitate organisational learning.

The post is for 37.5 hours per week full time.

We encourage and welcome people with disabilities if you need help please ask.

We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.

If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.

In this challenging post, you will be responsible for the daily management of a Complaints and PALS team, overseeing the receipt and investigation of all formal complaints, ensuring that these are completed within the required timescales, root causes established, learning identified and shared for quality improvements within the Trusts operational services.

In your role you will be responsible for the timely completion of reports as part of the Trusts assurance and review processes and be able to analyse trends and themes of complaints, presenting these at all levels up to and including Trust Board.

The role requires the post holder to be able to develop and maintain excellent relationships while working closely with the Trust’s divisions, departments and Executive team, as well as external key stakeholders/partners, including Health Watch and the Parliamentary Health Service Ombudsman (PHSO) across a wide range of often complex and challenging complaint investigations.

This advert closes at midnight on 1st May 2022 but may close sooner once an acceptable level of applications has been exceeded.

At Cornwall Partnership NHS Foundation Trust we are proud to prioritise the development of our people. To support this, the following opportunities are available:

Career conversations and individual development plans for succession planning and talent management

Protected CPD time for registered staff

Access to a dedicated central development fund supporting CPD for all staff

Leadership and Management development programmes

Coaching and mentoring opportunities

A full clinical induction programme for operational skills

Access to a care certificate programme for our band 1-4 clinical staff

A bespoke and robust preceptorship programme to support newly qualified staff

Individual professional development programmes

Being part of a successful NHS Foundation Trust brings a portfolio of rewards and benefits for our staff. These include:

Suite of health and wellbeing initiatives to support our colleagues physical and mental health

Free access to individual HARP portfolios to support revalidation for nursing staff

Free DBS checks where required

Discounts available from retailers, UK hotels and main attractions

NHS Pension Scheme

Salary sacrifice car scheme

Cycle to work scheme

The Trust reimburses all application costs for staff eligible to apply for EU settlement status.

The Trust reserves the right to close this advert once a sufficient number of applications have been submitted. It is encouraged that you complete the application at your earliest convenience to avoid disappointment.

If you are successful at the shortlisting stage of the recruitment process you will be contacted via TRAC.jobs email regarding interview details.

We are committed to diversity and equality of employment including the employment of current and former service users.

If you are successful, you agree to Occupational Health accessing your health records from your current or previous employer to check the status of your inoculations and screening tests. Appointments are subject to full three year satisfactory references therefore please ensure you include correct contact details for your nominated referees including email addresses.

Any general recruitment queries, please contact our recruitment team on 01208 834644

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

About Company

Company: Cornwall Partnership NHS Foundation Trust –

Company Location:  Bodmin

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