Patient Experience & Complaints Liaison Officer

Ncic; Carlisle; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

NHS Discounts

Salary Sacrifice schemes including lea

Vivup counselling service

Job summary

North Cumbria Integrated Care NHS Foundation Trust is recruiting a full-time Patient Advice & Liaison (PALS) Complaints Officer in Carlisle to deliver high-quality patient experience. You will support complainants, record concerns, and provide information about Trust services.

The role requires empathy, excellent organisational skills and the ability to work with staff across services to resolve issues and identify improvement themes. Salary £28,392 to £31,157 per year plus NHS benefits.

Qualifications

• Experience in customer service environments and handling inquiries.
• Ability to manage confidentiality and sensitive information.
• Familiarity with complaints processes and NHS guidelines.

Responsibilities

• Receive, acknowledge and record complaints from patients and carers.
• Provide responses and updates to complainants, verbally or in writing.
• Identify themes in complaints to drive service improvements.
• Liaise with Trust staff to facilitate early resolution where possible.
• Maintain accurate feedback records until cases are closed.

Skills

Excellent communication

Customer service

Difficult conversations

Attention to detail

Discretion

Education

GCSE English & Maths

QCF 4 in customer service or business administration

Tools

Microsoft Office

Job description

North Cumbria Integrated Care NHS Foundation Trust is recruiting a full-time Patient Advice & Liaison (PALS) Complaints Officer in Carlisle to deliver high-quality patient experience. You will support complainants, record concerns, and provide information about Trust services.

The role requires empathy, excellent organisational skills and the ability to work with staff across services to resolve issues and identify improvement themes. Salary £28,392 to £31,157 per year plus NHS benefits.