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PALS and Complaints Team Leader

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Chelsea and Westminster Hospital NHS Foundation Trust

13d ago

  • Job
    Full-time
    Senior Level
  • London

AI generated summary

  • You need strong communication and listening skills, empathy, and the ability to handle sensitive issues calmly while managing internal and external relationships effectively.
  • You will oversee the PALS service, supervise the team, and manage complex concerns, ensuring effective operations with support from the PALS and Complaints Manager.

Requirements

  • - Excellent communicator with good listening and people skills
  • - Ability to work on own initiative and be tenacious yet tactful in solving problems
  • - Calm disposition and comfortable talking to people who are emotionally distressed or angry
  • - Ability to support people in achieving a resolution to their concerns
  • - Excellent listening and interpersonal skills
  • - Ability to effectively manage relationships internally and externally
  • - Demonstrated empathy, impartiality, and tact when dealing with calls from patients or their representatives
  • - Ability to recognise the sensitive needs of patients and their carers
  • - Ability to communicate complex and sensitive or contentious information with tact, diplomacy, and understanding

Responsibilities

  • - Be responsible for the day to day operation of the PALS service on their site, with the guidance and support of the PALS and Complaints Manager.
  • - Be responsible for the day to day supervision of the PALS team.
  • - Be the escalation point for any complex concerns.

FAQs

What qualifications are required for the PALS and Complaints Team Leader position?

While specific qualifications are not listed, strong communication skills, empathy, and the ability to handle emotionally distressed individuals are essential for this role.

Where is this position based?

This position is based at the Chelsea Site of Chelsea and Westminster Hospital NHS Foundation Trust.

What will be the primary responsibilities of the PALS and Complaints Team Leader?

The primary responsibilities include overseeing the day-to-day operations of the PALS service at the Chelsea site, supervising the PALS team, and handling complex concerns as the escalation point.

Is there an opportunity for informal visits to learn more about the role?

Yes, interested candidates can arrange informal visits by contacting Tracey Pettit, the Head of PALS and Complaints, via the provided email address.

What kind of experience is beneficial for this role?

Experience in handling complaints, managing sensitive situations, and providing strong interpersonal support is beneficial for the PALS and Complaints Team Leader role.

Will I need to work independently or as part of a team?

The role requires both independent work and collaboration as the Team Leader will be part of the PALS team while also working on their own initiative.

How will I be supported in this role?

You will receive guidance and support from the PALS and Complaints Manager to help you in your responsibilities.

Is empathy an important quality for this position?

Yes, demonstrating empathy and understanding when dealing with patients or their representatives is crucial for this role.

Chelsea and Westminster Hospital NHS Foundation Trust

Science & Healthcare
Industry
5001-10,000
Employees
1993
Founded Year

Mission & Purpose

Chelsea and Westminster Hospital NHS Foundation Trust provides a range of healthcare services, including emergency care, elective surgeries, and specialized treatments, across its hospitals and clinics. Their mission is to deliver excellent, patient-centered care that improves health outcomes and overall well-being. They focus on providing high-quality, compassionate, and accessible services to meet the diverse needs of the community they serve.