Patient Experience & Complaints Officer

Royal Surrey NHS Foundation Trust; Guildford; On-site; GBP 34,000 - 41,000; Full time

Job summary

Royal Surrey NHS Foundation Trust is seeking a Complaints & PALS Officer in Guildford. The role focuses on handling formal complaints and PALS contacts with accuracy, professionalism and timely response, in line with Trust policy.

We are looking for a well-organised, team-oriented candidate with good communication and IT skills. The position supports a busy NHS team and offers opportunities within a compassionate, clinically-led Trust.

Qualifications

• Educated to degree level or equivalent level of experience.
• Experience in a public-facing role or NHS setting is desirable.
• Knowledge of NHS complaints process and data handling.

Responsibilities

• Log, acknowledge and close complaints & PALS contacts; arrange meetings; take minutes; maintain databases and spreadsheets.
• Liaise with staff across the organisation and attend meetings with complainants and relatives.
• Provide administrative support for Complaints & PALS handling per national guidance and Trust policies.

Skills

Telephone manners

Attention to detail

IT knowledge

Communication

Education

Degree or equivalent experience

Tools

Datix

Job description

Royal Surrey NHS Foundation Trust is seeking a Complaints & PALS Officer in Guildford. The role focuses on handling formal complaints and PALS contacts with accuracy, professionalism and timely response, in line with Trust policy.

We are looking for a well-organised, team-oriented candidate with good communication and IT skills. The position supports a busy NHS team and offers opportunities within a compassionate, clinically-led Trust.