Job requirements
Essential
7 listedRequirements the employer expects applicants to meet.
- Experience
A working knowledge of the NHS Complaints Procedure and the PALS Service
- Experience
At least 1 year in a Customer Service setting
- Skills, abilities, and knowledge
Microsoft applications specifically, Word, Excel, and PowerPoint MS Outlook
- Skills, abilities, and knowledge
Ability to work unsupervised and on own initiative
- Skills, abilities, and knowledge
Ability to manage fluctuating deadlines
- Skills, abilities, and knowledge
Ability to manage diary
- Qualifications/training and professional development
Good general education to 1st Diploma level or equivalent GCSE English - Grades A to C or 5 and above
Desirable
2 listedAdditional qualities the employer would prefer.
- Experience
Using Risk Management IT Systems, particularly DATIX and/or Datix WEB
- Skills, abilities, and knowledge
Understanding of medical terminology
Job overview
As Complaints and Pals Assistant you will actively assist and support the Complaints Service in the processing of complaints and concerns received by the Trust in accordance with the NHS Complaint Regulations, the Trust Complaints Handling Policy and Procedure and the PALS Operational Policy.
You will act as a facilitator in relation to the concerns of patients, carers, families and visitors and to help negotiate resolutions to issues as speedily as possible.
The Complaints and Pals assistant is a visible contact point for patients, carers, families and visitors seeking support or information on all aspects of NHS services, including how to make a complaint about services the Trust provides. To refer patients on to external advocacy services either where requested to do so or where this is deemed appropriate.
Main duties of the job
Duties of the Complaints and Pals assistant include:
- Supporting the provision of a personal, visible and accessible Customer service
- Accurately recording all contacts, interventions and outcomes onto the Trust risk management database.
- Being responsible for escalating a concern where patient safety is at risk
- Receiving concerns, compliments and feedback from patients, carers, families and visitors
- Providing impartial advice and information to patients, carers and visitors to the Trust
- Undertaking the work as done administration of complaints received by the Trust
- Assist in the promotion of the service both internally and externally to the organisation
Detailed job description and main responsibilities
For further details about this post, please see the attached job description and person specification.
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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Applying for this NHS job
This advert is for PALS and Complaints Assistant with The Queen Elizabeth Hospital King's Lynn NHS Foundation Trust in King's Lynn, England. It is listed as a Band 3 Assistant role. The advertised salary is £25,760 - £27,476 per annum pro rata. The contract type is Permanent. The application deadline is 25 Sep 2026.
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