PALS Support Officer

Oxford Health NHS Foundation Trust; Oxford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A healthcare organization in Oxford is looking for a full-time PALS Support Officer. In this role, you'll provide essential guidance and support to service users, manage enquiries, and assist with administrative duties. The ideal candidate will have strong communication skills and a compassionate approach. This position offers a fulfilling opportunity to enhance patient care in the community.

Benefits

Excellent opportunities for career progression

27 days annual leave plus bank holidays

NHS Discount

Competitive pension scheme

Cycle to work scheme

Qualifications

• Must have a full valid driving licence and access to a vehicle for work.
• Experience in customer service or healthcare is preferred.
• Ability to manage sensitive situations with discretion.

Responsibilities

• Offer guidance and support to those accessing the services.
• Manage general enquiries politely and empathetically.
• Perform general office duties related to the service.
• Assist the team with administration tasks.
• Run monthly audits on the Customer Service Ulysses system.

Skills

Excellent communication skills

Organisational skills

Empathy

Attention to detail

Proactive attitude

Job description

Are you passionate about helping people feel heard, supported and understood? Our Patient Advice & Liaison Service (PALS) plays a vital role in ensuring that every patient, carer and family member receives the advice and support they need -- and we're looking for an enthusiastic and compassionate full-time PALS Support Officer to join our dedicated team. In this rewarding role, you'll help service users resolve their concerns quickly and effectively, liaising with staff across the Trust to ensure every voice is valued. You'll provide a warm, empathetic response to enquiries, deliver PALS surgeries across community hospitals and wards, and help shape the patient experience by identifying themes and sharing learning across our services. You'll bring excellent communication and organisational skills, a calm and caring approach, and the confidence to manage sensitive situations with discretion and professionalism. With strong attention to detail and a proactive attitude, you'll thrive in a role that truly makes a difference. If you're motivated by supporting others and want to play a key part in improving patient care, we'd love to hear from you. Apply today and help us continue to make Oxford Health a place where people feel listened to, respected and supported.

Responsibilities

• Offer guidance and support to those accessing the services and signposting enquirers, providing links to internal and external services where appropriate.
• Manage general enquiries in a polite, sympathetic and empathetic way giving reassurance that all enquiries will be handled in confidence. This will include uploading to Ulysses system and liaising with appropriate staff.
• Perform general office duties including monitoring the team email inboxes, responding to enquiries, answering the telephone, taking and recording messages accurately.
• Assist the team in all administration duties relating to the day to day running of the service.
• Run monthly audits on the Customer Service Ulysses system, ad hoc report requests and identify any themes and trends.
• Provide regular PALS surgeries in person to Trust Community Hospital wards, this includes noting feedback and circulating to senior managers as required. To also cover any PALS surgeries across any Trust services.

Please refer to the job description attached for a comprehensive list of duties. Applicants must have a full valid driving licence and have access to a vehicle for work. Adjustments can be considered in line with the Equality Act 2010 where required.

Oxford Health is a great place to work and to be able to showcase the best of yourself when making an application please read the "candidate guide to making an application" and ensure your supporting statement is tailored to the role you are applying for and addresses any essential criteria. As a Trust we provide physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and Northeast Somerset. Our services are delivered at community bases, hospitals, clinics and people's homes, delivering care as close to home as possible. Our vision is that no matter who you are or where you are, you will tell us that you receive: "Outstanding care delivered by an outstanding team".

Benefits

• Excellent opportunities for career progression
• Access to tailored individual and Trust wide learning and development
• 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
• NHS Discount across a wide range of shops, restaurants and retailers
• Competitive pension scheme
• Lease car scheme
• Cycle to work scheme
• Employee Assistance Programme
• Mental Health First Aiders
• Staff accommodation (please note waiting lists apply)
• Staff networking and support groups hosted by our Equality, Diversity & Inclusion team