PALS & Complaints Officer

Job summary

An exciting opportunity has arisen for an enthusiastic and innovative individual to join our team as a PALS & Complaints Officer!

We are looking for a motivated individual with excellent communication, interpersonal and organisational skills. You will join a team that aims to ensure concerns raised by patients and the public are logged accurately & passed to the relevant hospital services to be resolved quickly & efficiently. The feedback obtained is used to influence & improve the patient experience across the Trust. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives & staff to ensure that concerns are resolved and improvement is embedded. PALS & Complaints Officers play a key role in sharing patient insight to aid continuous improvement, supporting the delivery of safe care along with an excellent patient experience.

We would expect this individual to be enthusiastic, motivated, showing sensitivity & tact and be able to demonstrate excellent communication and interpersonal skills.

Please not we are unable to sponsor this role

Main duties of the job

The role serves as an accessible first point of contact for patients, relatives and members of the public who have questions, concerns or complaints about Trust services. It involves recording all concerns accurately, ensuring they are entered promptly onto the database and that all related files are updated with clear, timely information.

The position provides guidance to service users and staff on the correct processes for managing concerns and complaints, helping ensure matters are handled appropriately and sensitively. It also requires building strong working relationships with clinical and non-clinical teams across all Divisions, as well as with external organisations, to support effective communication and maintain public and professional confidence. A key aspect of the role is responding with empathy and professionalism to individuals who may be distressed, offering reassurance and support while managing emotionally challenging situations.

About us

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.

Details

Date posted

27 March 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£27,485 a year Per Annum pro rata

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

390-COR-BR-0020-A

Job locations

Broomfield

Chelmsford

CM1 7ET

Job description

Job responsibilities

Are you looking for an exciting new role using your unique qualities, then we want to hear from you.

For full details about this varied and rewarding role, please see attached job description.

We look forward to your application.

Job description

Job responsibilities

We look forward to your application.

Person Specification

Skills

Desirable

• Previous experience of writing concerns/complaints responses
• Previous experience handling telephone calls and extracting/recording relevant details/information

Qualifications

Essential

• Professional/vocational qualification to diploma level or equivalent Maths and English
• Customer Care Training/experience
• Level 3 qualification/apprenticeship

Desirable

• RSA 3 word processing or equivalent
• ECDL (European Computer Driving License)

Knowledge

Essential

• Knowledge of NHS Complaints procedure
• Knowledge of Microsoft packages (word, excel, outlook)
• Excellent and proven written communication skills (such as letter writing)
• Experience of complying with tight deadlines in line with organisational policies or procedures

Desirable

• Knowledge of MSE Trust structures / Acute Trust experience
• Shorthand skills

Experience

Essential

• Experience of dealing with PALS/complaints, ideally in a health care environment
• Substantial experience of working in a customer service environment
• Significant experience working in an administrative role

Desirable

• Experience of working in an NHS PALS or complaints department
• Experience in using NHS computer systems (MSE preferable)

Person Specification

Skills

Desirable

Qualifications

Essential

Desirable

Knowledge

Essential

Desirable

Experience

Essential

Desirable

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Mid and South Essex NHS Foundation Trust

Address

Broomfield

Chelmsford

CM1 7ET

Employer's website

https://www.mse.nhs.uk (Opens in a new tab)

Employer details

Employer name

Mid and South Essex NHS Foundation Trust

Address

Broomfield

Chelmsford

CM1 7ET

Employer's website

https://www.mse.nhs.uk (Opens in a new tab)