We are seeking a motivated and experienced colleague to join us as Patient Advice and Complaint Team Manager on a secondment/fixed term contract basis for an initial period of 6 months, with the possibility of extension and potential to become permanent.
The post holder will lead the day-to-day operation of the Complaints and PALS function, supporting high-quality, timely and compassionate responses to concerns and complaints, while ensuring learning is identified and used to improve services across the Trust.
The successful candidate will take a significant leadership role in the implementation of a new complaint handling system and will require stakeholder engagement across the Trust.
Please note: If you are an internal candidate and wanting to apply for this position as a secondment opportunity. Before applying, please ensure you have discussed the post with your current line manager and obtained their agreement to support your release for the duration of the secondment.
Please note: This opportunity is open to internal candidates within Cornwall Partnership Foundation Trust. If you do not currently work for this NHS organisation, your application will not be considered at this time.
The post holder will manage the Complaints and PALS team, ensuring Trust policies, NHS complaints regulations and relevant national guidance are followed. They will support complainants, staff and services through the complaints process, promote early resolution where possible, and provide specialist advice on complex, sensitive and contentious cases.
Key duties include overseeing complaint investigations and responses, supporting local resolution, risk scoring and escalation, identifying themes and areas of risk, and producing reports for committees and the Board. The role will also contribute to staff training, policy development, effective use of complaints systems, and the wider sharing of learning to support a positive, restorative and improvement-focused culture.
We’re an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people’s physical and mental health. We also provide specialist support to people with dementia or a learning disability.
We are a people organisation and people matter to us. As part of the team, you’ll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.
Over 5,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.
We work in people’s homes, in community clinics and bases. Some staff work from one of our 10 community hospitals. Our aspiration is to have great people, provide great care, be a great place to work and a great partner.
Approximately 568,000 people live here. A third of people who live in Cornwall are supported by acute hospital services in Devon. As a result, we also work closely with our partners in Devon. In the summer, and during other holidays lots of people choose to visit the area. This increase the numbers of people who use out services.
