Complaints & PALS Officer

Job overview

Are you passionate about helping people feel heard, supported and understood?

Our Patient Advice & Liaison Service (PALS) plays a vital role in ensuring that every patient, carer and family member receives the advice and support they need — and we’re looking for an enthusiastic and compassionate full-time PALS Support Officer to join our dedicated team.

In this rewarding role, you’ll help service users resolve their concerns quickly and effectively, liaising with staff across the Trust to ensure every voice is valued. You’ll provide a warm, empathetic response to enquiries, deliver PALS surgeries across community hospitals and wards, and help shape the patient experience by identifying themes and sharing learning across our services.

You’ll bring excellent communication and organisational skills, a calm and caring approach, and the confidence to manage sensitive situations with discretion and professionalism. With strong attention to detail and a proactive attitude, you’ll thrive in a role that truly makes a difference.

If you’re motivated by supporting others and want to play a key part in improving patient care, we’d love to hear from you. Apply today and help us continue to make Oxford Health a place where people feel listened to, respected and supported.

Main duties of the job

• Offer guidance and support to those accessing the services and signposting enquirers, providing links to internal and external services where appropriate.
• Manage general enquires in a polite, sympathetic and empathetic way giving reassurance that all enquiries will be handled in confidence. This will include uploading to Ulysses system and liaising with appropriate staff.
• Perform general office duties including monitoring the team email inboxes, responding to enquiries, answering the telephone, taking and recording messages accurately.
• Assist the team in all administration duties relating to the day to day running of the service.
• Run monthly audits on the Customer Service Ulysses system, ad hoc report requests and identify any themes and trends.
• Provide regular PALS surgeries in person to Trust wards, this includes noting feedback and circulating to senior managers as required.

Please refer to the job description attached for a comprehensive list of duties. Applicants must have a full valid driving licence and have access to a vehicle for work. Adjustments can be considered in line with the Equality Act 2010 where required.

Detailed job description and main responsibilities

We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the “supporting statement” element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application.

The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview.

We are aware that some candidates may choose to use AI tools to support their application. We kindly remind applicants that submissions should remain an honest and accurate representation of their experience and must take care to ensure the use of AI tools does not generate an application that does not accurately reflect their knowledge, skills and values.