Complaints & PALS Officer

Royal Surrey NHS Foundation Trust; Guildford; On-site; GBP 100,000 - 125,000; Full time

Job summary

A healthcare trust in the UK is seeking a well-motivated individual for the role of Complaints & PALS Officer. You will be tasked with logging and handling complaints, arranging meetings, and liaising with staff. The ideal candidate will have excellent communication skills, basic IT knowledge, and the ability to work methodically and independently. This role is crucial in ensuring proper handling of complaints in line with Trust policy. Interested candidates should apply early as the advertisement may close sooner than expected.

Benefits

Comprehensive health and wellbeing program

Professional development opportunities

Qualifications

• Experience in complaints handling is desirable.
• Must have an excellent telephone manner.
• Attention to detail is crucial.

Responsibilities

• Log, acknowledge, and close complaints and PALS contacts.
• Arrange meetings and take minutes.
• Liaise with staff across the organisation.
• Attend meetings with complainants and their relatives.

Skills

Excellent communication skills

Organisation skills

Basic IT knowledge

Methodical approach to work

Ability to work independently

Job description

The Complaints & PALS Team are looking for a well-motivated, friendly and hardworking individual to join the team in the role of the Complaints & PALS Officer. We are looking for someone who pays great attention to detail, has an excellent telephone manner and has previous experience of working in an office environment. The focus of the job is to ensure that all formal complaints & PALS contacts are handled in line with Trust policy.

Key Responsibilities

• Logging, acknowledging and closing complaints & PALS contacts.
• Arranging meetings, taking minutes, answering telephone calls, maintaining databases and spreadsheets.
• Liaising with staff across the organisation.
• Attending meetings with complainants and their relatives.

Qualifications & Skills

• Excellent communication and organisation skills.
• Basic IT knowledge.
• Methodical approach to work.
• Ability to work independently or as part of a team.
• Previous complaints experience desirable.

About the Trust

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program and a commitment to developing and advancing your career. We provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh, and we provide adult community health services in homes across Guildford and Waverley. The Care Quality Commission (CQC) has given us an overall rating of Outstanding. Royal Surrey has a strong reputation and history to build on and is investing in professional development and physical environment.

Note

Although it isn't the Trust's normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.

Contact

For further details / informal visits contact:
• Tracey Taylor, Lead for Patient Experience, [e-mail], 01483571122.
• Geraldine Wilcock, Complaints & PALS Lead, [e-mail].

A video about Royal Surrey: https://www.youtube.com/watch?v=R96pMboIYdo