PALS Administrative Officer

NHS; Doncaster; On-site; GBP 24,000 - 27,000; Full time

Job summary

A leading NHS organization in Doncaster is seeking a PALS Administrative Officer to support patient feedback and complaints management. The role requires excellent communication and interpersonal skills, along with a minimum of 2 years office experience, ideally within the NHS. Responsibilities include acting as the first point of contact for patient queries and supporting the PALS office operations. Flexible working arrangements may be offered. Salary ranges from £24,937 to £26,598 per annum pro-rata.

Benefits

NHS Pension Scheme

Generous holiday entitlement

Comprehensive health and wellbeing support

Qualifications

• 2 years' office experience, preferably within the NHS.
• Experience in managing concerns and complaints.
• Sound knowledge of the NHS formal complaints process.

Responsibilities

• Act as first point of contact for patient feedback.
• Support the day-to-day running of the PALS office.
• Provide administrative support to the complaints management team.

Skills

Excellent verbal and written communication skills

Empathetic approach to managing patient concerns

Excellent interpersonal skills

Education

Good standard of education including English and Maths at G.C.S.E. grade C or above

RSA grade II or equivalent

IT Qualification

Tools

DATIXWEB

Job description

Doncaster & Bassetlaw Teaching Hospitals NHS FT

PALS Administrative Officer

The closing date is 12 February 2026

We are pleased to offer an exciting opportunity for a motivated and organised individual to join our Patient Advice and Liaison Service (PALS) administrative team, based at Doncaster Royal Infirmary.

As a PALS Administrative Officer, you will play a key role in supporting the delivery of a responsive and compassionate service to our patients, relatives and service users. You will provide a high standard of clerical and administrative support within the department, ensuring all enquiries are managed efficiently, professionally, and with empathy.

You will be responsible for handling patient queries, maintaining accurate records, and ensuring that all correspondence is dealt with promptly. Where appropriate, you will signpost individuals to the correct departments or personnel, helping to ensure that every enquiry is resolved in a timely and effective manner.

This role requires excellent communication, organisational, and interpersonal skills, along with a commitment to providing a positive experience for all service users.

Previous applicants need not apply

Main duties of the job

• Act as the first point of contact for patients, families, and carers wishing to provide feedback or raise concerns about Trust services.
• Receive and respond to enquiries via a range of communication methods including email, postal correspondence, face-to-face interactions, and telephone calls.
• Listen sensitively to feedback and concerns, aiming to resolve issues promptly where possible or appropriately direct enquiries to the relevant department or service.
• Support the efficient day-to-day running of the PALS office, maintaining accurate records, correspondence, and administrative systems.
• Liaise and build positive working relationships with staff across all divisions and services within the Trust, as well as with external organisations such as independent complaints advocacy services.
• Provide administrative support to the Trust's complaints management team, ensuring all processes align with statutory requirements, national guidance, and local policies.
• Contribute to the proactive management of concerns and complaints, helping to promote a culture of openness, learning, and continuous improvement across the organisation.

About us

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues. At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions. As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you. As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities. We offer a range of benefits to support our people including:o Extensive range of learning opportunitieso NHS Pension Schemeo Generous holiday entitlement in line with Terms & Conditionso Comprehensive health and wellbeing supporto NHS Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers.

Job responsibilities

Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully. Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.

Certificate of sponsorship

Applications from individuals who require a Skilled Worker sponsorship to work in the UK are welcome and will be considered alongside all other applicants. For further information and to check your eligibility for this post please follow the link UK Visas and Immigration - GOV.UK. Please note that from April 9 2025, band 2 & 3 entry roles are no longer eligible for sponsorship.

Person Specification

Personal Attributes & Skills

• Excellent verbal and written communication skills, with ability to adapt appropriate style and method of communication.
• Empathetic approach to managing and resolving patient concerns
• Excellent interpersonal skills, with ability to communicate with staff and managers at all levels
• Demonstrates clear commitment to the team approach, exchanging ideas and providing support to colleagues
• Conveys written information clearly and accurately to a wide range of recipients
• Previous experience in the provision of a complaint service

Knowledge & Experience

• Experience in managing concerns and complaints
• Minimum of at least 2 years office experience, preferably within the NHS
• Experience of supporting a team
• Experience of NHS formal complaints process
• Experience of dealing with patients and carers
• Sound working knowledge of DATIXWEB
• Minute taking
• Typing up dictated letters/information

Qualifications & Training

• Good standard of education including English language and Maths at G.C.S.E. grade C or above, or equivalent qualification or experience
• RSA grade II or equivalent
• IT Qualification

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Doncaster & Bassetlaw Teaching Hospitals NHS FT

£24,937 to £26,598 a year Pro Rata Per Annum