Patient Experience Champion - PALS & Complaints

Sheffield; Sheffield; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

Sheffield Children’s NHS Foundation Trust is seeking a Patient Experience Officer (PALS and Complaints). You will be the main contact for patients, families and carers, advising on concerns, managing complaints, and ensuring feedback drives service improvement.

The role requires empathy, excellent communication and problem-solving skills, with collaboration across the Trust to achieve timely resolutions and meaningful improvements.

Qualifications

• Educated to degree level or equivalent knowledge and experience.
• Background in complaints, patient experience, governance or customer service.
• Experience handling challenging situations with distressed service users.

Responsibilities

• Manage a caseload of PALS enquiries and formal complaints, ensuring concerns are handled sensitively and in line with Trust policies and NHS guidance.
• Support early resolution of concerns, facilitate effective communication, and help deliver positive outcomes.
• Work collaboratively with clinical, operational and corporate teams to identify themes and learning from feedback and complaints.
• Maintain accurate records, contribute to reporting and analysis, and drive improvements from patient feedback.

Skills

Excellent communication

Empathy

Problem solving

Customer service

Education

Degree level or equivalent

Job description

Sheffield Children’s NHS Foundation Trust is seeking a Patient Experience Officer (PALS and Complaints). You will be the main contact for patients, families and carers, advising on concerns, managing complaints, and ensuring feedback drives service improvement.

The role requires empathy, excellent communication and problem-solving skills, with collaboration across the Trust to achieve timely resolutions and meaningful improvements.