Main duties of the job This role deputises for the Experience Manager, providing line management to two staff members and support and guidance to the whole team.

This role ensures the Trust is compliant with its nationally mandated targets such as the Friends and Family Test and local Key Performance Indicators.

The role also identifies and supports people with a lived experience to share their stories at the monthly Board meetings.

The ability to support complainants who may be distressed or angry is essential.

Day to day support for the operational procedures involved in ensuring survey data is uploaded to the software platform and that the complaints function is responding in a timely way.

Training staff in all aspects of the experience processes is part of the role and the successful candidate must be confident to deliver this to large groups.

Proficient in the use of Excel to extract data and produce reports.

Skilled in using the Trust's systems such as Datix, Paris and IQVIA.

Good written English skills are essential to this role to ensure a high quality of complaint response letters.