PALS and complaints administrator

Job overview

Are you organised, approachable, and passionate about supporting patient experience? We are looking for someone to join our PALS and complaints team to provide proactive and efficient administrative support, ensuring the timely and accurate handling of enquiries, feedback and complaints from people who use our services, their representatives, and the public.

Main duties of the job

This is a key role supporting a positive experience for everyone who interacts with the Trust and it's services. You will provide essential administrative support, enabling the team to operate efficiently and effectively, ensuring that enquiries, feedback and complaints are managed in a timely manner with care and professionalism.

Organised with attention to detail, a competent IT user and able to manage multiple priorities you will help us to provide clear advice and guidance and oversee standardised elements of the Trust complaints process to ensure we fulfil the requirements of the NHS complaints procedures and Trust policy.

The PALS and complaints team are the first point of contact for people who use our services and their representatives. You will use your interpersonal and communication skills to respond to complex and sometimes emotional situations—whether over the phone, via email, or in person.

You will develop close working relationships with staff across the trust, helping us to achieve the best possible outcome for everyone using our services, making sure that learning from the feedback we receive is shared for improvement.

Detailed job description and main responsibilities

Ensuring timely, accurate handling of enquiries, feedback and complaints, providing a key point of contact to receive and respond to initial enquiries and feedback about the services provided by the trust, via phone, email or in person.

Provide clear, non-clinical information and signposting, dealing with sensitive situations in a calm and professional manner, de-escalating situations where required and escalating urgent concerns promptly.

Responsible for the administration of standardised processes to meet the requirements of the NHS complaints regulations (2009) including processes for acknowledgment, consent and records management on InPhase and supporting the Chief Executive signing process of local resolution responses within the designated and agreed timescales.

Provide general administrative and office duties for the PALS and complaints team and the wider patient experience team including               co-ordinating information requests, data entry, raising orders, managing post and circulars, updating information, support for team meetings, improvement projects, and events.