James Paget University Hospitals NHS Foundation Trust

Complaints and PALS Administrator

The closing date is 12 January 2026

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Job summary

The post holder will contribute to the operational management of Complaints and Patient Advice and Liaison (PALS) enquiries and concerns received from patients and service users, in person, via telephone and via email. They will support the Complaints Team to facilitate formal complaints and the PALS Team to facilitate early resolution to queries and concerns. The PALS and Complaints Administrator will act as the link between the patient/service user and staff members to enable resolution to be reached. The post is based within the Complaint and PALS team, which sits within the wider Patient Experience Team.

The post holder, along with team members, will be responsible for the day to day operational delivery of the service.

Main duties of the job

  • To support the provision of a personal, visible and accessible Complaints administration service

    To administrate all formal complaints received into the Trust and support local and national complaints handling processes

    To receive concerns, compliments and feedback from patients, carers and visitors

    To accurately record all contacts, interventions and outcomes on to the Trust's risk management database

    To communicate with patients, carers and visitors either face to face, via email or by

    telephone to discuss their concerns and identify the best means of resolution

    To offer practical advice and support to patients, carers and visitors

    To be responsible for escalating a concern where patient safety is at risk

    To provide non-clinical advice to patients, carers and visitors

    To actively promote the Patient Advice and Liaison Service through the distribution of literature and ensuring that literature is kept up to date

    To contribute to ensuring that Trust website information about the service is up to date,

    and to add and amend information as necessary

    To contribute to the monitoring and analysis of themes and trends of enquiries and concerns.

About us

We want to attract the best and brightest people to work with us and that means we will look after you from the moment you apply for a role at the Trust and throughout your career with us. Our staff are central to everything we do, and we believe that investing in you is crucial if we want to enable you to reach your full potential.

Details

Date posted

29 December 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

177-CORP-7655627

Job locations

James Paget Hopsital

Lowestoft Road

Great Yarmouth

NR316LA


Job description

Job responsibilities

Band 3 Complaints and PALS Administrator required 37.5 hours per week

An exciting opportunity has arisen for a Complaints Administrator at the James Paget Hospital NHS Foundation Trust. This role is based within the Complaints and Patient Advice and Liaison service, which is part of the wider Patient Experience Team.

As a Complaints Administrator, you will act as the first point of contact for patients, carers and visitors, offering a problem-solving and signposting service in line with data protection and confidentiality regulations. The successful applicant will have experience of managing sensitive conversations, and be able to support local resolution.

Key responsibilities include:

  • Providing administrative support for complaint handling in accordance with national guidance and Trust policy.
  • Liaising with Trust staff to facilitate timely complaint responses and resolution.
  • Managing correspondence and maintaining accurate records.
  • Ensuring all feedback is handled appropriately and professionally.

Excellent communication and customer service skills are essential, along with the ability to remain calm under pressure.

For more information, please contact Emma Punter, Complaints administrator emma.punter@jpaget.nhs.uk Tel: 01493 452019

Job description

Job responsibilities

Band 3 Complaints and PALS Administrator required 37.5 hours per week

An exciting opportunity has arisen for a Complaints Administrator at the James Paget Hospital NHS Foundation Trust. This role is based within the Complaints and Patient Advice and Liaison service, which is part of the wider Patient Experience Team.

As a Complaints Administrator, you will act as the first point of contact for patients, carers and visitors, offering a problem-solving and signposting service in line with data protection and confidentiality regulations. The successful applicant will have experience of managing sensitive conversations, and be able to support local resolution.

Key responsibilities include:

  • Providing administrative support for complaint handling in accordance with national guidance and Trust policy.
  • Liaising with Trust staff to facilitate timely complaint responses and resolution.
  • Managing correspondence and maintaining accurate records.
  • Ensuring all feedback is handled appropriately and professionally.

Excellent communication and customer service skills are essential, along with the ability to remain calm under pressure.

For more information, please contact Emma Punter, Complaints administrator emma.punter@jpaget.nhs.uk Tel: 01493 452019

Person Specification

Qualifications

Essential

  • o5 GCSEs or equivalent, including English to a high standard
  • oGood general education

Desirable

  • oCommunications skills training
  • oConflict Resolution training

Knowledge

Essential

  • oManaging difficult situations
  • oWorking with members of the general public
  • oDealing with dissatisfied customers either face to face or by telephone

Desirable

  • oWorking in a healthcare environment

Skills

Essential

  • oExcellent communication skills, including telephone communication
  • oIT skills, including working with databases
  • oAbility to respond to senior clinicians to reach a satisfactory resolution
  • oAbility to work under pressure and to strict timescales
  • oLetter writing skills
Person Specification

Qualifications

Essential

  • o5 GCSEs or equivalent, including English to a high standard
  • oGood general education

Desirable

  • oCommunications skills training
  • oConflict Resolution training

Knowledge

Essential

  • oManaging difficult situations
  • oWorking with members of the general public
  • oDealing with dissatisfied customers either face to face or by telephone

Desirable

  • oWorking in a healthcare environment

Skills

Essential

  • oExcellent communication skills, including telephone communication
  • oIT skills, including working with databases
  • oAbility to respond to senior clinicians to reach a satisfactory resolution
  • oAbility to work under pressure and to strict timescales
  • oLetter writing skills

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

James Paget University Hospitals NHS Foundation Trust

Address

James Paget Hopsital

Lowestoft Road

Great Yarmouth

NR316LA


Employer's website

https://www.jpaget.nhs.uk/work-for-us/ (Opens in a new tab)

Employer details

Employer name

James Paget University Hospitals NHS Foundation Trust

Address

James Paget Hopsital

Lowestoft Road

Great Yarmouth

NR316LA


Employer's website

https://www.jpaget.nhs.uk/work-for-us/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Complaints Investigator

Emma Punter

emma.punter@jpaget.nhs.uk

01493452019

Details

Date posted

29 December 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

177-CORP-7655627

Job locations

James Paget Hopsital

Lowestoft Road

Great Yarmouth

NR316LA


Supporting documents

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