Search for more NHS jobs in Cambridge
Job overview
Cambridge University Hospital Foundation Trust (CUH) is seeking a highly skilled and compassionate individual to join the new NHS Children and Young People's Gender Service (East of England) in the role of a Patient Experience Lead.
Based at Westbrooke House, Newmarket, within Children’s services at CUH, the successful candidate will have experience of providing a PALS service patients, families and staff. The post holder will manage a caseload of PALS enquiries, provide advice and support to patients and carers and act as a source of patient experience to the wider team.
The Cass Review into gender services for children and young people has recommended that staff should maintain a broad clinical perspective by working across related NHS services in order to embed the care of children and young people with gender-related distress within a broader child and adolescent health context. In order to facilitate this, we encourage part-time applications from staff already working in other NHS or related services. We can also work with successful candidates applying for full-time roles to agree a job plan that includes a mix of gender service activity and activity in another clinical area.
The service operates Monday-Friday. Full or part-time (minimum 3 days per week) considered.
Main duties of the job
The post holder is responsible for leading and coordinating activity that supports high-quality patient experience across the organisation, with a particular focus on both patient feedback data and the management of PALS cases within the Children and Young Peoples Gender Service. This includes the collection, analysis and reporting of patient experience information—such as feedback, concerns and complaints—to ensure data accuracy, identify key performance trends, and drive service improvement.
Alongside this analytical function, the role also manages a caseload of PALS enquiries, concerns and requests for advice, providing an accessible, responsive and compassionate service to patients, families, the public and staff. PALS cases vary in complexity, and the post holder works to achieve timely resolution, identify lessons learned, and support actions that improve the overall quality of patient care and experience. The role is crucial in supporting organisational and service learning, shaping improvement projects and ensuring that both individual cases and wider data insights contribute to strengthened patient engagement and enhanced care outcomes.
Detailed job description and main responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on 2nd August. Interviews are due to be held on 13th August.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have: - applied for a Graduate visa - or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
Benefits to you At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times. Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person specification
Skills
Essential
- • Knowledge of ICT (including Word, PowerPoint and Excel) and data analysis. · Understanding of confidentiality and data protection.
- • Knowledge of Trust information systems including QSIS, Datix.
- • Awareness of NHS targets and Trust priorities.
- • Awareness of anti-discriminatory issues.
- • Knowledge of the Trust including awareness of priorities.
- • Sound knowledge of office procedures.
- • Good working knowledge of Microsoft Office packages.
- • Knowledge of computer based report writing and data analysis of complex and / or sensitive data.
- • Knowledge / application of all elements of MS Office software.
- • In depth knowledge database management.
Desirable
- • Knowledge of medical terminology
Knowledge
Essential
- • Knowledge of statistical and data analytical techniques.
- • Knowledge of computer based report writing and data analysis of complex and / or sensitive data.
- • Knowledge of Microsoft Office applications particularly Excel, Word and Access and the ability to produce high quality, reliable reports, graphs and statistics.
Desirable
- • Knowledge of Children and Young Peoples Gender Service/Cass Review
- • Knowledge of the Trust’s management of complaints and concerns policy and procedure
- • Knowledge of patient services/pathways
- • Knowledge of QSiS (Datix) database
- • Knowledge of Epic
Experience
Essential
- • Demonstrable experience of data analysis and report writing.
- • Experience of working in a healthcare setting with multi-professional teams
- • Customer care management experience in healthcare or equivalent
- • Experience of resolving or assisting with concerns
- • Experience of working with QSIS and Datix to produce data driven reports
- • Evidence of analytical and problem-solving skills.
- • Ability to communicate and present complex information to the recipient’s level of understanding
- • Experience of developing documents and policies.
Desirable
- • Previous PALS experience
- • Case/project management experience
- • Experience of managing challenging behaviour/conflict resolution
- • Advocacy experience
- • NHS management experience
Qualifications
Essential
- • Educated to degree level or equivalent in terms of experience
- • Evidence of further professional development in IT, or equivalent experience.
- • Evidence of ongoing professional development
Desirable
- • Customer service qualification
- • Qualification or equivalent experience demonstrating proficiency in MS Office Applications and / or working knowledge of data analysis software.
Additional Requirements
Essential
- • Strong interpersonal, communication, negotiating and influence skills
- • Excellent IT skills including the use of Microsoft Office and of databases
- • Demonstrate ability to work to deadlines and achieve agreed objectives
- • Ability to present ideas effectively
- • Ability to work effectively and credibly within multi-professional forum
- • Ability to organise and prioritise workload around competing demands
- • Information management skills
- • Excellent skills of facilitation
- • Ability to challenge senior staff as part of the investigative process
Desirable
- • Data Entry
WhatsApp job alerts
Get instant WhatsApp alerts for Band 6 Manager and Corporate roles in Cambridge
Create your Job Clerk account first. We'll collect your alert preferences during onboarding and help you turn on WhatsApp notifications for matching healthcare roles.
Applying for this NHS job
This advert is for Patient Experience Lead with Cambridge University Hospitals NHS Foundation Trust in Cambridge, East of England, England. It is listed as a Band 6 Manager and corporate role. The advertised salary is £39,959 - £48,117 p.a. pro rata. The contract type is Permanent. The application deadline is 02 Aug 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 (27 Jul 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
For more context, review related Job Clerk pages for the same profession, band or location where they exist, then use the application-support guides to tailor your statement and prepare for interview.