PALS & Complaints Officer

Belmont Recruitment; Ashton-under-Lyne; On-site; GBP 24,000 - 30,000; Full time

Job summary

Belmont Recruitment is seeking a PALS & Complaints Officer for NHS Tameside Hospital on a 3-month temporary contract. The role is full-time, 37.5 hours per week, Monday to Friday.

The officer will be the main contact for patients and carers, resolve concerns with hospital staff, and log/investigate complaints in line with NHS procedures. Immediate start is essential.

Qualifications

• Experience handling patient complaints in a healthcare setting.
• Familiarity with NHS Complaints Procedure and PALS role.
• Ability to start immediately.

Responsibilities

• Act as main contact for patients, families and carers offering confidential guidance on NHS services.
• Liaise with hospital staff to resolve concerns locally before escalation.
• Log, track and investigate formal and informal complaints per NHS Regulations and Trust policy.
• Coordinate investigations, gather statements, and draft formal responses.
• Flag high-risk safety concerns or safeguarding issues to senior management.

Skills

Patient advocacy

Communication

Problem solving

Complaints handling

Job description

Belmont Recruitment are currently looking for a PALS & Complaints Officer to join NHS Tameside Hospital on an initial 3 month temporary contract. This is a full-time role working 37.5 hours per week, Monday to Friday.

Key Responsibilities

• Acting as the main point of contact for patients, families, and carers to offer confidential advice, information, and guidance on NHS services
• Listening to concerns and working with hospital staff, wards, and departments to resolve problems quickly at a local level before they escalated
• Receiving, logging, tracking, and investigating formal and informal complaints in accordance with NHS Complaints Regulations and Trust policy
• Coordinating complaint investigations, gathering statements from staff, and drafting formal responses
• Promptly flagging high-risk safety concerns, safeguarding issues, or severe incidents to senior managers, the Trust Board, or the Chief Executive
• Explaining the NHS complaints procedure, local policies, and independent advocacy options to distressed or upset members of the public

Essential Requirements

• Experience working as a complaints officer in a medical setting
• Aware of role of Patient Advice and Liaison Service (PALS) and NHS Complaints Procedure
• Can start immediately