Work for Us

PALS & Complaints Manager

Band 7

Main area
Governance and Patient Experience
Band 7
37.5 Hours per week
Job ref
Queen Elizabeth Hospital
£31,696 to £41,787 per annum plus HCA
27/03/2018 23:59

Lewisham and Greenwich NHS Trust are a committed multi- professional team who provide much-valued hospital and community services to residents in South East London. The Trust has built a good reputation as a place to enjoy job satisfaction and develop professional skills and experiences. Our people value the opportunity to work in a supportive culture and, we ensure our team are well rewarded for their contribution. By joining us now, you can play a role in shaping  our organisation that continues to put patient and client care first. Whatever the challenges ahead, we’re prepared to face them as one team.

Lewisham and Greenwich NHS Trust is an Acute Trust with a teaching hospital, which also runs community services in Lewisham. We have an income of around £500 million. We serve a population of 600,000 people, employ 6,000 staff and have 855 beds across our two main hospital sites.

The Trust provides NHS services for local people in Lewisham, Greenwich and Bexley. The Trust comprises two hospitals, University Hospital Lewisham (UHL) and Queen Elizabeth Hospital (QEH), as well as 11 different health centres in Lewisham. In addition, we provide some services at Queen Mary’s Hospital in Sidcup.

UHL is situated in the heart of Lewisham borough. It is a teaching hospital that obtained university status in 1997 due to the role it played in undergraduate education and research. QEH, located in Woolwich, provides a broad portfolio of primarily acute services for those living in Greenwich and North Bexley.

An exciting opportunity has arisen to fulfil the role of Complaints and PALS Manager at the Trust.  We are looking for an enthusiastic and proactive individual with a passion for developing the role of PALS and the Complaints. Helping to improve the experience of service users and carers is a fundamental element of this role and any lessons learnt from the complaint investigations will be highlighted and monitored as part of the trust’s commitment to improving the quality of services.

You will be expected to lead the team to provide comprehensive, accurate and timely responses to all complaints and written enquiries received in the service including MP enquiries. You must be committed to high standards of customer care, and able to deal confidently and compassionately with a wide range of service users with excellent written communication skills.

We are looking for an individual with proven previous experience of working in a leadership/management role, who wishes to continue to develop their leadership and management skills in an exciting environment. Experience of handling complaints, including working with service users and carers would be an advantage in this role. Given the nature of the work, the ability to effectively manage challenging situations and behaviours is crucial.


Previous applicants need not apply.


Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this 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 to check for any previous criminal convictions.

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Further details / informal visits contact

Rachel Sugarman -  Head of PALS, Complaints and Patient Experience

If you have problems applying, contact