Complaints and PALS Administrator

NHS; Great Yarmouth; On-site; GBP 25,000 - 30,000; Full time

Job summary

A healthcare provider is seeking a Complaints and PALS Administrator in Great Yarmouth. This role involves managing complaints and facilitating resolutions for patients, with a focus on communication and customer service skills. The successful candidate will provide essential administrative support, maintain accurate records, and ensure all feedback is handled appropriately. Applicants should have at least 5 GCSEs including English, with experience in customer service and conflict resolution preferred.

Qualifications

• Manage sensitive conversations effectively with patients, carers, and visitors.
• Handle feedback professionally in line with NHS standards.

Responsibilities

• Provide administration for complaint handling per Trust policy.
• Liaise with staff for timely responses to complaints.
• Manage records and correspondences effectively.
• Communicate with patients and visitors to resolve queries.

Skills

Excellent communication skills

IT skills, including databases

Conflict resolution abilities

Ability to work under pressure

Education

5 GCSEs or equivalent, including English

Communications skills training

Conflict Resolution training

Job description

Complaints and PALS Administrator

Closing date: 12 January 2026

The post holder will contribute to the operational management of Complaints and Patient Advice and Liaison (PALS) enquiries and concerns received from patients and service users, in person, via telephone and via email. They will support the Complaints Team to facilitate formal complaints and the PALS Team to facilitate early resolution to queries and concerns. The PALS and Complaints Administrator will act as the link between the patient/service user and staff members to enable resolution to be reached. The post is based within the Complaint and PALS team, which sits within the wider Patient Experience Team.

The post holder, along with team members, will be responsible for the day to day operational delivery of the service.

Main duties of the job

• Provide a personal, visible and accessible Complaints administration service.
• Administrate all formal complaints received into the Trust and support local and national complaints handling processes.
• Receive concerns, compliments and feedback from patients, carers and visitors.
• Accurately record all contacts, interventions and outcomes on the Trust's risk management database.
• Communicate with patients, carers and visitors face‑to‑face, via email or telephone to discuss their concerns and identify the best means of resolution.
• Offer practical advice and support to patients, carers and visitors.
• Escalate a concern where patient safety is at risk.
• Provide non‑clinical advice to patients, carers and visitors.
• Actively promote the Patient Advice and Liaison Service through the distribution of literature and ensuring that literature is kept up to date.
• Contribute to ensuring that Trust website information about the service is up to date, adding and amending information as necessary.
• Contribute to the monitoring and analysis of themes and trends of enquiries and concerns.

About us

We want to attract the best and brightest people to work with us and that means we will look after you from the moment you apply for a role at the Trust and throughout your career with us. Our staff are central to everything we do, and we believe that investing in you is crucial if we want to enable you to reach your full potential.

Job responsibilities

Band 3 Complaints and PALS Administrator required 37.5 hours per week

An exciting opportunity has arisen for a Complaints Administrator at the James Paget Hospital NHS Foundation Trust. This role is within the Complaints and Patient Advice and Liaison service, part of the wider Patient Experience Team.

As a Complaints Administrator, you will act as the first point of contact for patients, carers and visitors, offering a problem‑solving and signposting service in line with data protection and confidentiality regulations. The successful applicant will have experience of managing sensitive conversations, and be able to support local resolution.

Key responsibilities include:

• Providing administrative support for complaint handling in accordance with national guidance and Trust policy.
• Liaising with Trust staff to facilitate timely complaint responses and resolution.
• Managing correspondence and maintaining accurate records.
• Ensuring all feedback is handled appropriately and professionally.

Excellent communication and customer service skills are essential, along with the ability to remain calm under pressure.

For more information, please contact Emma Punter, Complaints administrator [e-mail] Tel: [phone].

Person Specification

Qualifications

• 5 GCSEs or equivalent, including English to a high standard.
• Communications skills training.
• Conflict Resolution training.

Knowledge

• Working with members of the general public.
• Dealing with dissatisfied customers either face to face or by telephone.
• Working in a healthcare environment.

Skills

• Excellent communication skills, including telephone communication.
• IT skills, including working with databases.
• Ability to respond to senior clinicians to reach a satisfactory resolution.
• Ability to work under pressure and to strict timescales.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.

James Paget University Hospitals NHS Foundation Trust