The Shrewsbury and Telford Hospital NHS Trust

PALS Officer

The closing date is 24 March 2026

Job summary

This post is for internal candidates to The Shrewsbury and Telford Hospital NHS Trust, The Shropshire Community Health NHS Trust, The Robert Jones and Agnes Hunt Orthopaedic Hospital or The Shropshire, Telford and Wrekin Integrated Care System. If you are not currently working for one of these organisations your application will not be reviewed and automatically rejected at shortlisting stage. Please be aware of this when submitting your application.

The PALS team provides an accessible and responsive service by offering on the spot advice, support and resolution for patients, relatives and members of the public who wish to raise concerns about their care.

We are seeking to appoint a committed and energetic individual who has the right values and behaviours to join our team. This individual must be enthusiastic, motivated, showing sensitivity and tact and able to demonstrate excellent communication and interpersonal skills.

Educated to diploma level (or equivalent) you should be able to demonstrate an ability to manage conflict, mediate between parties to resolve problems and work with people from a diverse range of backgrounds. In addition to helping others, you will benefit from this excellent opportunity to develop your skills which will support your career progression. This is a four-month post to cover maternity leave.

Main duties of the job

To listen and support patients and service users to raise informal concerns. In so doing, you will need to then liaise with the relevant clinical areas to try and address the concerns raised, in a timely manner.

To advise and guide patients and service users in dealing with problems with their healthcare needs.

In this challenging post, you will join a team that aims to resolve concerns quickly and efficiently and uses the feedback obtained to influence and improve the patient experience.

Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that concerns are resolved and improvement is embedded.

About us

Working with the PALS Service will provide an excellent overview of the patient journeys in the health system and an opportunity to belong to a team who put the Trust's values into practice with every patient or relative contact they have. You will be part of a very inclusive team who work strongly together to ensure patients and relatives are supported and listened to. You will be supported to learn new skills and gain knowledge for the PALS and Complaints system.

The Trust runs the PALS Service from both The Royal Shrewsbury Hospital and The Princess Royal Hospital, Telford. The post will be primarily based at the Princess Royal Hospital but will be required to work at both sites to meet the needs of the service.

Date posted

17 March 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£27,485 to £30,162 a year per annum/pro rata

Contract

Fixed term

Duration

4 months

Working pattern

Part-time

Reference number

223-PAL-200-A

Job locations

The Princess Royal Hospital, Telford

Telford

TF1 6TF

Job description

Job responsibilities

For full duties and responsibilities please refer to the attached document entitled Job Description.

Job description

Job responsibilities

For full duties and responsibilities please refer to the attached document entitled Job Description.

Person Specification

Qualifications

Essential

Educated to Diploma level or equivalent experience
ECDL or equivalent IT and keyboard skills

Desirable

Counselling qualification

Experience / Knowledge

Essential

Previous experience of working in PALS or a customer care setting
Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
Knowledge of the NHS complaints regulations

Skills

Essential

Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management / prioritise work load
Negotiating and influencing skills and ability to deal confidently with conflict situations
Ability to assimilate a range of complex information and make judgments

Person Specification

Qualifications

Essential

Educated to Diploma level or equivalent experience
ECDL or equivalent IT and keyboard skills

Desirable

Counselling qualification

Experience / Knowledge

Essential

Previous experience of working in PALS or a customer care setting
Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
Knowledge of the NHS complaints regulations

Skills

Essential

Ability to deal with conflicting demands ensuring that key priorities and deadlines are met through effective time management / prioritise work load
Negotiating and influencing skills and ability to deal confidently with conflict situations
Ability to assimilate a range of complex information and make judgments

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

The Shrewsbury and Telford Hospital NHS Trust

Address

The Princess Royal Hospital, Telford

Telford

TF1 6TF

Employer's website

http://www.sath.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

The Shrewsbury and Telford Hospital NHS Trust

Address

The Princess Royal Hospital, Telford

Telford

TF1 6TF

Employer's website

http://www.sath.nhs.uk/ (Opens in a new tab)