Divisional Governance Support Manager

Thank you for your interest in this vacancy
We highly recommend reading our Tips on how to apply page to give you an insight on how applications are scored & shortlisted by our Recruiting Managers.
These tips have been provided to give you a better chance of being shortlisted for our vacancies.

Please note that if you apply for a position with North Bristol NHS Trust, you may be contacted via TRAC or via email. This includes invites for job interviews. We therefore recommend that you regularly check your TRAC Account and email accounts including junk and spam folders.

Our job adverts may close as soon as sufficient applications have been received. Considering this, if you are interested in this role, please do apply as soon as you can.

Generative artificial intelligence (AI) describes algorithms that can be used to produce new content, including audio, code, images, text, simulations, and videos. It is developing all the time and is now being used as a support mechanism for all kinds of content-based creations. Please note the use of AI is monitored and if applicants have used it then they are required to declare this.

Job Overview
The post holder will provide support for the Governance team across the division and the specialties within it, supporting the Divisional Patient Experience Lead and Governance Lead to ensure robust governance considerations are integral to the delivery of the North Bristol NHS Trust strategic themes: -

• Change how we deliver services
• Being one of the safest trusts in the UK
• Treating patients as partners in their care
• Creating an exceptional workforce for the future
• Devolving decision making and empowering frontline staff to lead
• Maximising the use of technology
• Enhancing patient care through research
• Playing our part in delivering a successful healthcare system

Main duties of the job

Through working in partnership with the specialty and divisional teams the post holder will: -

• Manage the incidents, pals and complaints within the division.
• To provide expert advice in the relation to Governance processes such as management, reporting, investigation and follow up of adverse clinical incidents, handling of complaints; and carrying out investigations and writing statements.
• Effectively manage dynamic and clinically complex complaints caseload in accordance with the Complaints Procedure ensuring compliance with national targets and within the framework for managing complaints promptly, providing responses that address the complainant's concerns.
• In the absence of the Patient Experience Lead and Governance Lead, deputise and produce the clinical governance highlight reports on patient experience, incidents and risk; presenting them at the divisional governance board and other meetings attended by the leads.
• Ensuring that learning and actions stemming from a complaint, PALS response and incident are carried out and documented to completion.
• Engage with patients collating their feedback and ensuring their voice is heard by sharing across the division and at trust level as appropriate.
• Appropriately escalate matters of concern to appropriate clinicians and senior managers.
• Provide cross cover to the quality governance roles within the division.

Working for our organisation

Patients are the most important people in the health service and are at the centre of what we do. Patients and carers are the 'experts' in how they feel and what it is like to live with or care for someone with a particular illness or condition. The patients' experience of our services should guide the way we deliver services and influence how we engage with patients every day in our work.

We are a passionate and forward-thinking team dedicated to delivering outstanding patient care and driving continuous improvement across our division. Our culture is built on collaboration, integrity, and a shared commitment to excellence. As a Divisional Patient Experience and Governance Support Manager, you'll be part of a supportive environment where innovation is encouraged, professional development is valued, and every voice matters. You'll work alongside experienced clinical and operational colleagues who are committed to learning, growing, and making a real difference in the lives of our patients. In return, we offer a range of benefits including flexible working arrangements, access to training and development opportunities, and a strong focus on staff wellbeing.

Detailed Job Description And Main Responsibilities
For a detailed job description and the main responsibilities, please refer to the attached job description.

Person specification

Education/Training/Qualifications
Essential criteria

• Good general education including GCSEs in English and Maths
• Advanced computer skills (MS office) particularly Excel, word and outlook.

Desirable criteria

• Educated to degree level or equivalent experience

Knwoledge/Skills/Abilities
Essential criteria

• Knowledge of complaints procedures, data protection, the public involvement agenda, legislation, clinical governance (incident and risk), commissioning targets acquired through NVQ 4 level equivalent plus internal knowledge and experience to degree level equivalent
• Able to communicate complex and, at times, sensitive information
• Demonstrate statistical analysis and presentation of complex information
• Able to promote good working relationships amongst the team, colleagues, and clinical staff
• Ability to exercise judgment and take responsibility for actions
• Proof reading skills ensuring accuracy and attention to detail
• Excellent organisational and time management skills

Desirable criteria

• Knowledge of healthcare databases, healthcare systems and procedures

Work Experience

Essential criteria

• Experience of dealing with the public
• Experience of working closely with senior members of staff in an organisation
• Ability to demonstrate implementation of a change project
• Working in a multi-functional role
• Experience of co-ordinating meetings and note taking
• Experience of problem solving

Desirable criteria

• Previous experience of working in the NHS

Personal Qualities/Special Circumstances

Essential criteria

• Excellent oral and written communication skills with ability to communicate complex information with clinical staff (including presentations)
• Excellent interpersonal skills with the ability to be assertive, tactful and diplomatic
• Organised and systematic in approach to work and prioritisation, including the ability to work to tight deadlines
• Self-motivated and able to motivate and influence others
• Demonstrate credibility in working with and influencing senior staff
• Ability to devise project plans and work programmes, working independently and as part of a team
• Ability to remain calm under pressure

If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.

Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.

If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel

North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.

At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT's workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.

Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.