# PALS & Complaint Caseworker

> NHS job listing from Job Clerk for University Hospitals Dorset NHS Foundation Trust.

## Canonical URLs

- **HTML:** https://www.jobclerk.com/job/pals-and-complaint-caseworker/aba45ffe-5416-4e3f-a12b-1a0cb7bcb160
- **Markdown:** https://www.jobclerk.com/job/pals-and-complaint-caseworker/aba45ffe-5416-4e3f-a12b-1a0cb7bcb160.md

## Summary

- **Status:** Live
- **Employer:** University Hospitals Dorset NHS Foundation Trust
- **Town:** Poole
- **Region:** South West
- **Country:** England
- **Grade:** Band 5
- **Salary:** £32,073 - £39,043 pa/pro rata
- **Contract type:** Fixed term: 9 months (Temporary, maternity cover)
- **Employment type:** Part time - 18.75 hours per week
- **Closing date:** 2026-08-05T23:59:00.000Z
- **Posted:** 2026-07-21T23:02:32.173Z
- **Source information URL:** https://www.healthjobsuk.com/job/UK/Dorset/Poole/University_Hospitals_Dorset_NHS_Foundation_Trust/Patient_Experience/Patient_Experience-v8140190
- **Application URL:** https://apps.trac.jobs/job-advert/8140190?ShowJobAdvert=&feedid=9002
- **Employer website:** https://www.uhd.nhs.uk

## Job Content

### Job overview

We are seeking to recruit a Complaints Caseworker who has the right set of values to join our team.

If you have sensitivity and empathy, can demonstrate excellent interpersonal skills and are a critical thinker with an aptitude for problem solving, this role would be ideal for you.

The post holder is an integral member of the Patient Experience Team, aiming to resolve complaints in accordance with the NHS complaints regulations. This includes identifying opportunities where complaints can be resolved quickly and to the satisfaction of the complainant, as well as using appropriate methodology to carry out thorough investigations and write detailed response letters.

You will carry a caseload of complaints, from the first point of contact with the complainant. The role involves building strong relationships with the people who use our service as well as liaising with and supporting managers and staff to address questions and concerns. We are continually learning and improving, striving to create a complaint handling service that reflects national best practice and to use every complaint as an opportunity to better understand and improve the quality of our services.

If you would like to know more, we look forward to hearing from you.

Base Location: Poole and Royal Bournemouth Hospitals

Interview: August 27th

### Main duties of the job

To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.

### Detailed job description and main responsibilities

To understand the role in more detail please read the full job description and person specification documents which are attached to this advert

## Person Specification

### Experience

**Essential**

- Working in a frontline health or social care service and/or customer care service
- Experience of communicating with the public in a way that is courteous and shows compassion

**Desirable**

- Experience working in NHS hospital environment
- Evidence of working in a customer service role

### Qualifications

**Essential**

- NVQ Level 4 in related subject or equivalent level of experience and knowledge
- Degree in a related subject or studying for

**Desirable**

- Customer care training
- Complaint investigation training

### Personal qualities

**Essential**

- Ability to respond positively to change
- Reliable can-do attitude
- Ability to manage distressing communications

### Technical Skills Competencies

**Essential**

- Excellent interpersonal skills, competent to deal calmly and professionally with patients, relatives and work colleagues in a confidential and sensitive manner.
- Excellent organisational and time management skills, taking responsibility to meet deadlines.
- Excellent attention to detail

## Documents

- [jd (pdf, 488.3kb)](https://www.healthjobsuk.com/documents?vdoc=10438781)
- [dbs - faqs (pdf, 102.0kb)](https://www.healthjobsuk.com/documents?edoc=2417)
- [person specification (pdf, 192.6kb)](https://www.healthjobsuk.com/documents?vdoc=10438782)

## Agent Notes

- This Markdown page is generated from the same Job Clerk job record as the HTML job detail page.
- Use the canonical HTML URL for user-facing references.
- Use the application URL when the user wants to apply on the source NHS site.