PALS & Complaints Officer

Mid and South Essex NHS Foundation Trust; Chelmsford; On-site; GBP 26,000 - 34,000; Full time

Job summary

Mid and South Essex NHS Foundation Trust is seeking a PALS & Complaints Officer to act as an accessible first point of contact for patients, relatives and the public, logging concerns accurately and guiding users through the correct processes. You will work across Divisions to support resolution and drive service improvement.

You will demonstrate empathy and professionalism when engaging distressed individuals, helping maintain public and professional confidence while contributing to a positive

Qualifications

• Excellent communication and interpersonal skills required.
• Strong organisational skills and attention to detail are essential.
• Experience in a healthcare or public-facing role is desirable.

Responsibilities

• Record concerns accurately in the database and update related files promptly.
• Provide guidance to patients, relatives and staff on the correct processes for managing concerns and complaints.
• Build strong working relationships across clinical and non-clinical teams and external organisations.
• Respond with empathy and professionalism to distressed individuals while maintaining confidentiality.

Skills

Communication

Interpersonal skills

Organisational skills

Job description

An exciting opportunity has arisen for an enthusiastic and innovative individual to join our team as a PALS & Complaints Officer! We are looking for a motivated individual with excellent communication, interpersonal and organisational skills. You will join a team that aims to ensure concerns raised by patients and the public are logged accurately & passed to the relevant hospital services to be resolved quickly & efficiently. The feedback obtained is used to influence & improve the patient experience across the Trust. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives & staff to ensure that concerns are resolved and improvement is embedded. PALS & Complaints Officers play a key role in sharing patient insight to aid continuous improvement, supporting the delivery of safe care along with an excellent patient experience. We would expect this individual to be enthusiastic, motivated, showing sensitivity & tact and be able to demonstrate excellent communication and interpersonal skills.

• Please not we are unable to sponsor this role

The role serves as an accessible first point of contact for patients, relatives and members of the public who have questions, concerns or complaints about Trust services. It involves recording all concerns accurately, ensuring they are entered promptly onto the database and that all related files are updated with clear, timely information. The position provides guidance to service users and staff on the correct processes for managing concerns and complaints, helping ensure matters are handled appropriately and sensitively. It also requires building strong working relationships with clinical and non-clinical teams across all Divisions, as well as with external organisations, to support effective communication and maintain public and professional confidence. A key aspect of the role is responding with empathy and professionalism to individuals who may be distressed, offering reassurance and support while managing emotionally challenging situations. Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers. We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust. Are you looking for an exciting new role using your unique qualities, then we want to hear from you.