PALS and Complaints Officer
Tameside Hospital
Get a reply from this employer
Your resume and cover letter, tailored to exactly what they’re hiring for.
Benefits offered by this job
Job summary
Tameside and Glossop Integrated Care NHS Foundation Trust is seeking a PALS and Complaints Case Officer to join the busy PALS and Complaints Team. You will manage concerns, enquiries and complaints, ensuring patients, relatives and carers' voices are heard and opportunities for service improvement are identified and acted upon.
The role requires excellent communication, problem-solving and organisational skills, with a keen eye for detail in a fast-paced environment where no two days are the
Qualifications
- Aware of role of PALS and NHS Complaints Procedure
- Understanding of data protection and confidentiality
- Experience of NHS or health and social care context
Responsibilities
- Investigate and respond to enquiries and complaints within set timescales
- Explain national guidance and support patients/relatives and staff
- Identify opportunities for service improvement
Skills
Education
Tools
Job description
Tameside and Glossop Integrated Care NHS Foundation Trust
The closing date is 01 November 2026
Are you looking for an opportunity to make a real difference to the experience of patients, families and carers?
An exciting opportunity has arisen to join the PALS and Complaints Team at Tameside and Glossop Integrated Care NHS Foundation Trust. We are seeking a motivated and compassionate PALS and Complaints Case Officer to join our busy and supportive team.
This varied and rewarding role is ideal for an individual with excellent communication, problem-solving and organisational skills. You will play a key role in supporting patients, relatives and carers by managing concerns, enquiries and complaints, ensuring their voices are heard and that opportunities for service improvement are identified and acted upon. If you are passionate about customer service, have a keen eye for detail and enjoy working in a fast-paced environment where no two days are the same, we would love to hear from you.
Are you looking for an opportunity to make a real difference to the experience of patients, families and carers?
An exciting opportunity has arisen to join the PALS and Complaints Team at Tameside and Glossop Integrated Care NHS Foundation Trust. We are seeking a motivated and compassionate PALS and Complaints Case Officer to join our busy and supportive team. This varied and rewarding role is ideal for an individual with excellent communication, problem-solving and organisational skills. You will play a key role in supporting patients, relatives and carers by managing concerns, enquiries and complaints, ensuring their voices are heard and that opportunities for service improvement are identified and acted upon. If you are passionate about customer service, have a keen eye for detail and enjoy working in a fast-paced environment where no two days are the same, we would love to hear from you.
Please note that whilst the trust does offer sponsorship this role is unfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £41,700 per annumand/or the requiredskill levelset by UK Visas and Immigration.
We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.
To work in the PALS and Complaints Team in ensuring that all enquiries and complaints are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.
Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Compassion
- Accountability
- Respect
- Excellence
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+& Disabled people.
Benefits include; between 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
- Aware of role of Patient Advice and Liaison Service (PALS) and NHS Complaints Procedure
- Understanding of data protection and confidentiality
- Good understanding of the PHSO procedure
- NHS or equivalent health and social care experience relevant to the post
- Experience of talking to distressed and upset members of the public on the telephone and face to face.
- Experience of managing complaints
- Experience of resolving disputes at a local level
- Experience of working in a team
- Experience of using patient safety management systems including Ulysses, Datix or other risk management systems
- Minimum 5 GCSE's one of which should be English Language and/or equivalent relevant experience
- RSA11, NVQ3 or equivalent relevant experience
- Good General secondary education or relevant equivalent experience
- Evidence of continued professional development
- Good understanding of grammar and punctuation
- Ability to work in Microsoft word
- Ability to prioritise competing demands
- Ability to communicate sensitively and be able to manage challenging situations
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.
Tameside and Glossop Integrated Care NHS Foundation Trust
Tameside Hospital
Darnton Road
Ashton Under Lyne
OL6 9RW
United Kingdom
https://www.tamesidehospital.nhs.uk/ (Opens in a new tab)
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
