Complaints Resolutions Officer (PALS officer)

Job overview

Are you passionate about making a difference in patient experience?

Do you have a talent for listening, resolving concerns, and guiding others through processes with empathy and professionalism?

We are looking for a dedicated Complaints Resolutions (PALS) Officer to join our dynamic PALS and Complaints Team. This is a vital role in ensuring that patient and public feedback is handled with care, transparency, and timeliness.

Main duties of the job

• Act as a key point of contact for patients, families, and staff seeking support with concerns or complaints.
• Ensure all enquiries and complaints are thoroughly investigated and responded to within national and local timescales.
• Provide clear, accurate guidance on Trust policies related to complaints and feedback.
• Work collaboratively across departments to promote a culture of learning and improvement.

Detailed job description and main responsibilities

Please see attached Job description and person spec in documents where you will find all the relevant information relating to this job role.

FULL JOB DESCRIPTION ATTACHED