Patient Experience Liaison & Complaints Officer

North Cumbria Integrated Care NHS Foundation Trust; Carlisle; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

27-day holiday scheme rising to 33

NHS Discounts

Salary Sacrifice schemes including le*

Vivup counselling

Job summary

North Cumbria Integrated Care NHS Foundation Trust is recruiting an internal Patient Advice & Liaison (PALS) & Complaints Officer to handle informal and formal complaints, provide information to patients and relatives, and support timely resolutions in line with policy and legislation.

The role requires empathy, excellent organisation, and the ability to identify themes to drive improvements in patient experience. Internal candidates only, with potential relocation support.

Qualifications

• Experience in a customer service environment.
• Experience with difficult conversations.
• Ability to manage confidential information.
• Knowledge of NHS complaints procedures.
• Proficient IT skills including Microsoft Office.

Responsibilities

• Receive, acknowledge and record complaints from patients, carers and visitors to the Trust.
• Provide information and signpost to Trust services to resolve issues.
• Draft responses to complaints verbally or in writing.
• Identify themes to drive service improvements.

Skills

Customer service

Communication

Confidentiality

IT skills

Microsoft Office

Education

GCSE English & Maths

QCF 4 in customer service or business administration

Tools

MS Word

MS Excel

Outlook

Job description

North Cumbria Integrated Care NHS Foundation Trust is recruiting an internal Patient Advice & Liaison (PALS) & Complaints Officer to handle informal and formal complaints, provide information to patients and relatives, and support timely resolutions in line with policy and legislation.

The role requires empathy, excellent organisation, and the ability to identify themes to drive improvements in patient experience. Internal candidates only, with potential relocation support.