Concerns and Complaints Manager

Qualifications

Person Specification Qualifications Essential

• Master level or equivalent experience within a similar role.
• Evidence of continuing professional development
  

Desirable

• European Computer Driving License (ECDL) or equivalent.
• Management qualification.
• Advocacy or mediation training
• Quality Improvement Training
  

Knowledge, training, and experience Essential

• Significant experience in the field of patient complaints and or/PALS within the NHS.
• Experience as a leader of a team with an operational or customer care focus.
• Extensive working knowledge of the NHS complaints procedures, current legislation, and the role of the Parliamentary and Health Service Ombudsman.
• Experience of influencing and working across organisational boundaries in the development of healthcare services
• Experience of writing letters to patients or the public
• Experience of handling distressing situations