Remote PALS & Complaints Specialist

NHS Professionals; Bracknell; On-site; GBP 18,000 - 23,000; Part time

Benefits offered by this job

Competitive pay rates

24/7 support from NHSP

Multi locational work across Trusts

My Bank shift portal access

Training and development opportunities

Holiday entitlement

Stakeholder pension scheme

Job summary

NHS Professionals in Berkshire Healthcare NHS Foundation Trust are seeking a PALS & Complaints Officer for a predominantly home-based role with some meetings in Bracknell. 30 hours/week, temporary for 7 months with potential extension, Monday–Friday 8:00–17:30.

You will handle complaints and PALS, act as a first contact, and ensure confidential, compliant case management with accurate documentation and liaison with clinical services.

Qualifications

• Experience in a busy office or customer care environment.
• Excellent communication and ability to demonstrate empathy and adaptability.
• Basic IT skills and ability to navigate RiO, Outlook and Excel.
• Knowledge of NHS Complaints Regulations (England) is helpful.
• Ability to transcribe notes accurately and concisely.

Responsibilities

• Act as first point of contact for complaints and PALS.
• Maintain a calm, professional approach with distressed or challenging individuals.
• Record accurate information and liaise with clinical services as needed.
• Explain regulatory requirements sensitively and signpost to appropriate organisations.
• Provide support to Trust staff on complaints and PALS queries.
• Transcribe consultation notes and maintain case records.
• Maintain the DATIX complaints module and run reports.

Skills

Customer care experience

Excellent communication

Empathy and sensitivity

Problem solving

IT proficiency (RiO, Outlook, Excel)

Tools

RiO

Outlook

Excel

Job description

NHS Professionals in Berkshire Healthcare NHS Foundation Trust are seeking a PALS & Complaints Officer for a predominantly home-based role with some meetings in Bracknell. 30 hours/week, temporary for 7 months with potential extension, Monday–Friday 8:00–17:30.

You will handle complaints and PALS, act as a first contact, and ensure confidential, compliant case management with accurate documentation and liaison with clinical services.