PALS & Complaints Officer

NHS; Leeds; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading healthcare provider in Leeds is seeking a PALS & Complaints Officer to act as the primary contact for service users and staff. Responsibilities include managing complaints, promoting opportunities for service development, and ensuring accurate record-keeping. Ideal candidates should possess excellent communication skills and experience working in an information or support capacity. The role supports a positive care experience and fosters openness for continuous improvement in services.

Benefits

27 - 33 days annual leave

Flexible working and remote working arrangements

NHS Pension Scheme

Coaching and support for career development

Qualifications

• Experience of working with people in an information, advice, health or support capacity.

Responsibilities

• Act as a first point of contact for service users and staff regarding complaints.
• Log complaints and acknowledge them within three working days.
• Liaise with complainants and support the complaints process.

Skills

Excellent Communication and Interpersonal skills

Excellent administration skills including use of Microsoft Office and electronic record systems

Education

English & Maths to GCSE grade 9 to 4 or equivalent qualification

Job description

Go back Leeds and York Partnership NHS Foundation Trust

PALS & Complaints Officer

The closing date is 11 January 2026

The PALS and Complaints Officer will act as a first point of contact for service users, carers, family members and staff, providing clear information, advice, and support regarding concerns, compliments, and complaints. The role supports the resolution of issues at the earliest opportunity, promotes a positive experience of care, and ensures that feedback is used to drive service improvements. The post holder will act as a key point of contact for advice and information, liaise with Trust services, maintain accurate records, and contribute to the development of a fair and transparent complaints process. This role is key to fostering openness, transparency, and continuous improvement within the Trust.

Main duties of the job

The PALS and Complaints Officer will be the first point of contact for enquiries and complaints received by telephone, email, or in writing, ensuring they are managed promptly, professionally, and in accordance with Trust policy. The role involves providing clear information about Trust services and external agencies, signposting to independent advocacy where appropriate, and promoting opportunities for service users and carers to influence service development. A core responsibility is supporting the complaints process by logging complaints, formally acknowledging them within three working days, liaising with complainants, providing updates, and assisting with the coordination of responses. The post holder will also arrange meetings and venues, prepare reports, graphs, and presentations, and maintain accurate records to ensure all PALS enquiries and complaints are logged on Datix within required timescales. Additional duties include maintaining secure databases in line with GDPR, handling sensitive information appropriately, reporting safeguarding or abusive incidents, and communicating complex or contentious information with senior staff and service users using assertive and persuasive skills. General administrative tasks and supporting the Complaints, Inquests and PALS Manager to ensure data accuracy and credibility are also key aspects of the role.

About us

The Leeds and York Partnership NHS Foundation Trust (LYPFT) is the main provider of Mental Health and Learning Disability services in Leeds. We also provide specialist inpatient services in York and some highly specialised services across the country. As a teaching trust with strong links to local universities, we are a centre of excellence for teaching, research and development.

There are many benefits of working for LYPFT including fantastic employee wellbeing support, 27 - 33 days annual leave, flexible working and remote working arrangements, the NHS Pension Scheme, coaching, support and opportunities for career development and training and education support alongside a range of exclusive discounts and payment schemes including for cars, extra leave days and more NHS Discount Offers.

We also have a bank department, offering variety of roles in nursing, allied health professions, healthcare support worker and administration clerical. Permanent employees are automatically added to bank.

Applicants should be aware that individuals requiring a visa to work in the UK, the Trust only provides sponsorship for registered healthcare practitioner roles(this does not include Healthcare Support Workers). This is an essential requirement, and the Trust is unable to offer you a role if you do not meet Trust requirements for sponsorship and Home Office requirements for a visa.

Job responsibilities

To find out more about the key responsibilities and the specific skills and experience youll need, look at the Job Description & Person Specification attachments under the Supporting Documents heading.

So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Guide to Values Based Recruitment. This document provides you with information to help you apply.

Person Specification

Qualifications

• English & Maths to GCSE grade 9 to 4 or equivalent qualification

Skills

• Excellent Communication and Interpersonal skills
• Excellent administration skills including use of Microsoft Office and electronic record systems

Experience

• Experience of working with people in an information, advice, health or support capacity

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

Leeds and York Partnership NHS Foundation Trust