Job requirements
Essential
14 listedRequirements the employer expects applicants to meet.
- Skills
Good understanding of grammar and punctuation
- Skills
Ability to work in Microsoft word
- Skills
Ability to prioritise competing demands
- Skills
Ability to communicate sensitively and be able to manage challenging situations
- Knowledge
Aware of role of Patient Advice and Liaison Service (PALS) and NHS Complaints Procedure
- Knowledge
Understanding of data protection and confidentiality
- Experience
NHS or equivalent health and social care experience relevant to the post
- Experience
Experience of talking to distressed and upset members of the public on the telephone and face to face.
- Experience
Experience of managing complaints
- Experience
Experience of resolving disputes at a local level
- Experience
Experience of working in a team
- Qualifications
Minimum 5 GCSE’s one of which should be English Language and/or equivalent relevant experience
- Qualifications
RSA11, NVQ3 or equivalent relevant experience
- Qualifications
Good General secondary education or relevant equivalent experience
Desirable
3 listedAdditional qualities the employer would prefer.
- Knowledge
Good understanding of the PHSO procedure
- Experience
Experience of using patient safety management systems including Ulysses, Datix or other risk management systems
- Qualifications
Evidence of continued professional development
Job overview
Are you looking for an opportunity to make a real difference to the experience of patients, families and carers?
An exciting opportunity has arisen to join the PALS and Complaints Team at Tameside and Glossop Integrated Care NHS Foundation Trust. We are seeking a motivated and compassionate PALS and Complaints Case Officer to join our busy and supportive team
This varied and rewarding role is ideal for an individual with excellent communication, problem-solving and organisational skills. You will play a key role in supporting patients, relatives and carers by managing concerns, enquiries and complaints, ensuring their voices are heard and that opportunities for service improvement are identified and acted upon.
If you are passionate about customer service, have a keen eye for detail and enjoy working in a fast-paced environment where no two days are the same, we would love to hear from you.
Important Notice on Visa Sponsorship Eligibility
Please note that whilst the trust does offer sponsorship this role is unfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £41,700 per annum and/or the required skill level set by UK Visas and Immigration.
Main duties of the job
To work in the PALS and Complaints Teamin ensuring that all enquiries and complaints are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.
Detailed job description and main responsibilities
The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
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 Officer with Tameside and Glossop Integrated Care NHS Foundation Trust in Ashton-under-Lyne, England. It is listed as a Band 4 Officer (discipline unspecified) role. The advertised salary is £28392.00 to £31157.00. The contract type is Permanent. The application deadline is 01 Nov 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (16 Oct 2026) to decide whether this role fits your current NHSjob search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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