Job Description

The Complaints & PALS administrator provides support to the team in the management of complaints and deals with PALS enquiries at the first point of contact. Maintains up to date records of complaints and enquiries in the Customer Service Database and provide information and reports to others as required by the Lead Nurse. Facilitate phone calls with patients/careers about their concerns relating to treatment, care or services and facilitate resolutions to those concerns as quickly as possible wherever possible. This will involve liaison with staff Trust wide to ensure local speedy resolution. Be the first point of call for anyone wishing to raise a concern or make a complaint. Refer caller to appropriate alternative sources of information such as leaflets, support groups, websites.
Ensure all complaints and PALS enquiries are logged on the database.

Working within a supportive clinically led team, you will have the opportunity to really work in partnership with patients, careers and colleagues. With a real commitment to improving care delivery, as part of our team you will be supporting quality improvements and initiatives that will enhance the patient experience.
We believe that staff who feel valued by their employers and are truly engaged, provide a better outcome for our service users. We are committed to investing in our staff in order to provide you with further training and development to enhance skills.
To help our staff thrive in their roles we offer regular, good quality supervision, appraisals, in-depth training and development opportunities.

Required Knowledge, Skills, and Abilities