Customer Services and Experience Manager

Manage an effective, safe and timely service which facilitates service users and carers in raising and resolving issues of concern, with specific responsibility for the customer service and experience team Provide leadership and line management to the customer service and experience team through day-to-day operational management Be responsible for ensuring there are robust systems in place to support the planning and handling of all complaints to ensure a timely response and support the governance and monitoring of complaints Ensure that there are mechanisms in place to capture and disseminate learning from complaints and concerns across the Trust Maintain and develop administrative systems to ensure concerns, complaints and enquiries can be tracked through the system to facilitate early identification of potential delays in the process Regularly liaise with managing directors, clinical and care directors, service managers, clinicians, and the chief executive, to ensure good communication and a proactive approach to complaint handling within the Trust Be responsible for leading, developing and monitoring the PALS function; ensuring the service is effective, adaptable and is accessible to patients, carers and their families Develop the complaints, PALS and experience policies and procedures for the Trust and ensure that any revision to the policies reflect all new guidance and statutory requirements Identify and ensure the Trust is able to respond to new obligations or duties arising from various sources Have substantial and wide-ranging knowledge to be able to exercise significant autonomy and discretion and independently manage complaints within time frames set out by the NHS Complaint standards Be responsible for liaising with and embedding a culture of co-operation with all Care Groups and external agencies such as the Care Quality Commission, the Parliamentary and Health Service Ombudsman and the Independent Complaints Advisory Service Provide relevant information to senior staff within the care groups, who are responsible for supporting PALS and complaint investigations; supporting them in reviewing these concerns and to enable them to take the necessary action to keep delays of responses to a minimum Have overall responsibility for the operational management of the customer service and experience team Provide reports, support and advice to the Board, Quality and Safety Committee and care group Quality and Safety Sub committees in relation to the service and the broader connection to quality assurance processes Provide specialist advice to all care groups and corporate staff on effective and timely complaints resolution Maintain the Trusts complaints database (Safeguard), making sure that all complaints and related correspondence are entered and accessible, ensuring that the database is capable of providing all of the information that is required to produce reports, both internal and external. Proactively engage service users and carers in improving systems and overall quality of the customer services and experience function.