Complaints and PALS Administrator

Cambridge University Hospitals; Cambridge; Remote; GBP 28,000 - 31,000; Full time

Benefits offered by this job

On-site leisure facilities

Subsidised parking

Reduced travel costs (Stagecoach)

Job summary

Cambridge University Hospitals NHS Foundation Trust in Cambridge is seeking an administrative Services role to support the Complaints and PALS department. The position offers full-time, part-time and flexible working with a 37.5-hour week and pro rata salary.

The role involves PALS reception cover, greeting visitors, providing high-quality information, data entry into QSIS, and timely responses to complaints. The Trust emphasizes flexibility and a strong commitment to patient-centred service.

Qualifications

• GCSE English and Maths or equivalent.
• Education to A level or NVQ3 in Customer Service/Business Admin/ITQ or equivalent typing qualification.
• Secretary qualification or equivalent.
• ECDL or equivalent.

Responsibilities

• Provide PALS reception cover to support the PALS Case Managers and Advisors.
• Meet and greet visitors and act as frontline contact to Trust patients and families.
• Ensure contacts have access to high quality information and advice from the Trust, with support from senior team members as appropriate/required
• Complete data input onto the QSIS system when required.
• To personally acknowledge and respond to complaints within appropriate timeframes.

Skills

Communication skills

Reception duties

Data entry

Microsoft Office

Education

GCSE English and Maths

A level or NVQ level 3 in Customer Service/Business Admin/ITQ

Secretary qualification

ECDL or equivalent

Tools

QSIS

Datix

Epic

Job description

Main area Division Corporate - Administrative Services Grade Band 4 Contract Permanent: Secondment Hours

• Full time
• Part time
• Flexible working

37.5 hours per week (Full Time or Part Time / Flexible working hours may be considered.) Job ref 180-F-CVA1183-RE

Employer Cambridge University Hospitals NHS Foundation Trust Employer type NHS Site Addenbrookes Hospital-Division Corporate Town Cambridge Salary £28,392 - £31,157 p.a. pro rata Salary period Yearly Closing 11/10/2026 23:59

Job overview

To support the management of a professional administration service to the Complaints and PALS department to all its users and colleagues.

Main duties of the job

1. Provide PALS reception cover as and when required in order to support the PALS Case Managers and Advisors

2. Meet and greet visitors and act as the frontline point of contact to Trust patients, families, carers, service users.

3. Ensure all contacts with the PALS team have access to high quality information and advice from the Trust, with support from senior team members as appropriate/required

4. Complete data input onto the QSIS system when required.

5. To personally acknowledge and respond to complaints within appropriate timeframes.

Working for our organisation

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

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 11th October 2026.

Interview dates will be communicated to successful applicants.

All appointments with a start date on or after 1 October 2026 will be subject to a 12-week probationary period. This provides a structured and supportive period to help you settle into your role, with regular reviews and feedback.

Right to Work

As there is a 12-week probationary period, successful candidates are expected to have the Right to Work for a period of at least 6 months from the proposed start date. Immigration and Right to Work status will be discussed with successful candidates at conditional offer. CUH will not offer sponsorship to candidates that have applied for a fee waiver.

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

As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this position.

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

Qualifications

• A good level of general education including GCSE English and Maths or equivalent
• Educated to A level or NVQ level 3 Customer Service/ Business Admin /ITQ or equivalent typing qualification or equivalent experience
• Secretary qualification or equivalent
• ECDL or equivalent

Experience

• Experience of working in a busy office environment or reception Service
• Secretarial and /or administrative experience including minute taking
• Prioritising, planning and organising own tasks
• Working within guidelines
• Experience of dealing with difficult situations and confrontations
• Data entry experience and documentation
• Experience of IT packages – Microsoft office
• Experience of producing documents to a high standard
• Previous experience of working in NHS
• Previous experience of using NHS based systems such as QSIS, Datix, Epic or equivalent

Knowledge

• Understanding of confidentiality and data protection
• Sound knowledge of office procedures
• Understanding of customer service
• Good working knowledge of Microsoft Office packages
• Knowledge of Trust information systems
• Awareness of NHS targets and Trust priorities
• Good understanding of the national and local political context

Skills

• Ability to work as part of a team
• Excellent communication skills including telephone, email, face to face
• Ability to influence and able to respond to sensitive and confidential enquiries
• Ability to develop templates for letters
• Ability to organise and manage own time keeping to schedule and deadlines
• Ability to use own initiative and work autonomously
• Ability to demonstrate leadership skills
• Willing to take on/learn new skills
• Ability to show attention to detail and accuracy
• Ability to adapt to change
• Ability to work under pressure
• Ability to store and safeguard confidential documents
• Evidence of continuing professional development

Additional Requirement

• The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.

Employer certification / accreditation badges

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.