# PALS and Complaints Assistant

> NHS job listing from Job Clerk for The Queen Elizabeth Hospital King's Lynn NHS Foundation Trust.

## Canonical URLs

- **HTML:** https://www.jobclerk.com/job/pals-and-complaints-assistant/0b25172a-b191-4922-8ae9-4cb0ac8a81dc
- **Markdown:** https://www.jobclerk.com/job/pals-and-complaints-assistant/0b25172a-b191-4922-8ae9-4cb0ac8a81dc.md

## Summary

- **Status:** Archived / closed
- **Employer:** The Queen Elizabeth Hospital King's Lynn NHS Foundation Trust
- **Location:** The Queen Elizabeth Hospital
- **Workplace type:** onsite
- **Profession:** Assistant
- **Grade:** Band 3
- **Salary:** £25,760 - £27,476 per annum pro rata
- **Contract type:** Permanent
- **Employment type:** Full time - 37.5 hours per week (Occasional weekend working may be required)
- **Closing date:** 2026-09-25T22:59:00.000Z
- **Posted:** 2026-09-11T09:20:52.224Z
- **Source information URL:** https://www.healthjobsuk.com/job/UK/Norfolk/Kings_Lynn/The_Queen_Elizabeth_Hospital_Kings_Lynn_NHS_Foundation_Trust/ComplaintsPals/ComplaintsPals-v8248310
- **Employer website:** https://www.qehkl.nhs.uk

## Job Content

### 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.

## Person Specification

### Experience

**Essential**

- A working knowledge of the NHS Complaints Procedure and the PALS Service
- At least 1 year in a Customer Service setting

**Desirable**

- Using Risk Management IT Systems, particularly DATIX and/or Datix WEB

### Skills, abilities, and knowledge

**Essential**

- Microsoft applications specifically, Word, Excel, and PowerPoint MS Outlook
- Ability to work unsupervised and on own initiative
- Ability to manage fluctuating deadlines
- Ability to manage diary

**Desirable**

- Understanding of medical terminology

### Qualifications/training and professional development

**Essential**

- Good general education to 1st Diploma level or equivalent GCSE English - Grades A to C or 5 and above

## Documents

- [our values (pdf, 1.1mb)](https://www.healthjobsuk.com/documents?edoc=2570)
- [our trust (pdf, 674.0kb)](https://www.healthjobsuk.com/documents?edoc=2671)
- [say hello to stream (pdf, 7.2mb)](https://www.healthjobsuk.com/documents?edoc=2393)
- [establishing identity (pdf, 243.0kb)](https://www.healthjobsuk.com/documents?edoc=1315)
- [recruitment policy overview (pdf, 125.0kb)](https://www.healthjobsuk.com/documents?edoc=2961)
- [job description and person specification (pdf, 298.4kb)](https://www.healthjobsuk.com/documents?vdoc=10607112)

## 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.