PALs & Complaints Senior Support Officer

Great Ormond Street Hospital; London; On-site; GBP 37,000 - 45,000; Full time

Job summary

A leading children's hospital in London is seeking a PALs & Complaints Senior Support Officer. In this role, you will manage complaints related to mental health services for young patients. The ideal candidate has experience in the NHS, particularly in investigating complaints. We support diversity and inclusion and welcome applications from diverse backgrounds.

Qualifications

• Significant experience of working within the NHS.
• Experience within a mental health service & with young people.
• Significant experience of investigating formal complaints.

Responsibilities

• Lead and manage the complaints caseload in the Gender Service.
• Provide comprehensive patient advice and liaison service.
• Ensure compliance with actions committed to within complaints.

Skills

Excellent organisational skills

Communication skills

Leadership management skills

Ability to work under pressure

Education

Degree level or equivalent experience

Tools

Datix incident reporting system

Root Cause Analysis techniques

Job description

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PALs & Complaints Senior Support Officer, London

Client: Great Ormond Street Hospital

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: b56734ba7695

Job Views: 4

Posted: 12.08.2025

Expiry Date: 26.09.2025

Job Description:

Job overview

We are seeking a skilled and compassionate individual to join the NHS Children and Young People’s Gender Service (London) as a Pals & Complaints Senior Support Officer.

Applicants should have experience in mental health services, working with diverse patients, especially young people, and investigating formal complaints within the NHS.

The post holder will lead and manage the complaints caseload within the Gender Service, ensuring compliance and learning from complaints to improve patient experience and safety. They will also provide patient advice and liaison services to families accessing the service.

Main duties of the job

A new clinical pathway has been developed based on The Cass Review, NHS England interim service specifications, and expertise from clinicians across various hubs. The service will be delivered by a multidisciplinary team including paediatricians, psychiatrists, psychologists, safeguarding professionals, youth workers, nurses, speech and language therapists, dieticians, and occupational therapists. The specific team members involved will depend on patient needs.

Children and young people will receive comprehensive assessments, develop care plans, and be offered interventions such as therapy, family therapy, physical health support, or mental health support. The team will coordinate with local health professionals to provide accessible care.

The NHS Children and Young People’s Gender Service will evolve as new research and evidence emerge. We encourage applications from individuals passionate about service improvement, audit, and research.

Working for our organisation

GOSH is committed to fair recruitment based on ability and merit, fostering a diverse and inclusive environment where all staff are valued and respected. Applications are considered regardless of race, religion, gender, age, disability, or other protected characteristics.

We especially welcome applications from BAME communities, people with disabilities, long-term health conditions, and LGBT+ community members.

Our policies ensure fair treatment for all applicants and staff. We are accredited as a Disability Confident Employer, a member of Business Disability Forum, and a Stonewall Diversity Champion. We have active staff networks supporting diversity and inclusion initiatives.

Detailed job description and main responsibilities

The full job description and person specification outline the key tasks, responsibilities, and required qualifications, skills, and experience. Please view the attached documents for details.

Person specification

• Degree level or equivalent experience
• Evidence of ongoing professional development
• Risk management qualification

Experience/Knowledge

• Extensive NHS experience
• Experience in mental health services and working with diverse young patients
• Experience managing complaints and risk events across staff levels
• Knowledge of NHS Complaints Procedure, clinical governance, external accreditation, PHSO processes, and Root Cause Analysis

Skills/Abilities

• Excellent communication skills with distressed families and staff
• Strong organizational and leadership skills
• Experience conducting detailed investigations and managing incident reporting systems like Datix
• Ability to work under pressure, meet deadlines, and handle incidents independently
• Sound judgment, personal insight, and presentation skills
• Ability to collaborate across professional and organizational boundaries
• Leadership, influencing, and negotiating skills for complex situations

Culture and Values

• Understanding of diverse backgrounds and inclusion challenges
• Contribution to promoting Equality, Diversity, and Inclusion in the workplace