Job summary
Join our PALS and Complaints Team and play a vital role in improving the experiences of patients, families, and our local community. As the first point of contact for people seeking advice, information, or support about our services, you will help ensure every voice is heard and every concern is handled with compassion and clarity.
In this role, you will listen to feedback, help resolve straightforward concerns early, and signpost enquirers to the right services. You will work closely with the wider PALS and Complaints Team, using our recording systems to ensure accurate and timely documentation. Full internal training will be provided so you can confidently explain our complaints procedure and offer informed guidance.
If you are empathetic, organised, a strong communicator, and passionate about improving patient experience, this is an opportunity to make a meaningful difference every day. By joining us, you will be part of a supportive, people focused team dedicated to shaping better services through the power of community feedback.
Main duties of the job
Essential Skills
Clear, professional communication and strong listening.
Confidence and emotional resilience in difficult conversations.
Logical problemsolving and earlyresolution focus.
Respectful, patient, and personcentred approach.
Able to build positive relationships at all levels.
Strong organisation and time management.
High accuracy in recording and written work.
Maintains confidentiality and handles sensitive information well.
Adapts communication to different needs and backgrounds.
Confident using email, databases, spreadsheets, and digital systems (Ulysses training provided).
Desirable Skills
Experience in call handling or customer facing roles.
Understanding of NHS services or complaints processes.
About us
Hampshire and Isle of Wight Healthcare NHS Foundation Trust provides joined-up mental and physical healthcare for around two million people across our communities. With over 13,000 staff working in the community and local hospitals, we deliver care at every stage of life, helping people live their best and healthiest lives.
Our mental health services include community-based support and early intervention in psychosis (EIP) for both adults and young people, alongside a network of specialist inpatient wards covering forensic, learning disability, eating disorder and older person's care.
We deliver extensive physical health services too, from urgent community response teams helping frail and older patients remain safely at home, to hospitals at home teams providing acute-level care in familiar surroundings. Our neurological services offer rehabilitation and treatment for conditions including Multiple Sclerosis, Parkinson's Disease, Motor Neurone Disease, Head Injury, Cerebral Palsy and Stroke. Across Hampshire, our community hospitals provide inpatient rehabilitation as a step down from acute care, and our dedicated teams also staff Treetops Sexual Assault Referral Centre in Portsmouth, offering expert, compassionate support.
Everything we do is underpinned by our CARE values of compassion, accountability, respect and excellence
Job description
Job responsibilities
Further information about the Trust and this role can be found on the Job Description and Person Specification document attached. It is important to us that we ensure our recruitment processes are accessible and inclusive to everyone - if as a potential candidate you are concerned a person specification may prevent or restrict your application for employment as a result of unintentional barriers on the grounds of your sex, race, age, sexual orientation, religion/belief or disability please initially contact the Trust's Recruitment team - detailed in the advert. The Trust will seek to resolve this issue wherever possible.
We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.
Job description
Job responsibilities
Further information about the Trust and this role can be found on the Job Description and Person Specification document attached. It is important to us that we ensure our recruitment processes are accessible and inclusive to everyone - if as a potential candidate you are concerned a person specification may prevent or restrict your application for employment as a result of unintentional barriers on the grounds of your sex, race, age, sexual orientation, religion/belief or disability please initially contact the Trust's Recruitment team - detailed in the advert. The Trust will seek to resolve this issue wherever possible.
We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.
Person Specification
Qualifications
Essential
- Good general education to GCSE level or equivalent, including
- English Language Grade A-C / 4-9
- Maths Grade A-C / 4-9
- Competent in using IT systems, demonstrated through school qualifications, certificates, or relevant work experience
Desirable
- NVQ Level 2 /3 in Customer Service, Business Administration or equivalent qualification
- Training or certification in communication, conflict resolution, or customer care (formal or in-house)
- Any relevant health or social care qualification
Experience
Essential
- Experience working in a customer facing, public contact, or frontline support role
- Ability to manage challenging or difficult conversations in a calm and professional manner
- Strong listening skills with the ability to understand concerns and gather information accurately
- Ability to work with confidential and sensitive information responsibly
- Good IT skills, including using email, databases, spreadsheets, and digital systems
Desirable
- Additional Experience and Knowledge
- Previous experience in a healthcare, social care, or voluntary sector setting
- Knowledge of NHS structures, terminology, and patient pathways
- Training or experience in de escalation, conflict resolution, or mediation
Additional Criteria
Essential
- Values and Expectations
- A respectful and empathetic approach when addressing concerns raised to the Trust
- Clear, accurate, and timely information provided to service users
- Ensuring feedback is listened to and taken seriously
- Maintaining confidentiality and professionalism at all times
Person Specification
Qualifications
Essential
- Good general education to GCSE level or equivalent, including
- English Language Grade A-C / 4-9
- Maths Grade A-C / 4-9
- Competent in using IT systems, demonstrated through school qualifications, certificates, or relevant work experience
Desirable
- NVQ Level 2 /3 in Customer Service, Business Administration or equivalent qualification
- Training or certification in communication, conflict resolution, or customer care (formal or in-house)
- Any relevant health or social care qualification
Experience
Essential
- Experience working in a customer facing, public contact, or frontline support role
- Ability to manage challenging or difficult conversations in a calm and professional manner
- Strong listening skills with the ability to understand concerns and gather information accurately
- Ability to work with confidential and sensitive information responsibly
- Good IT skills, including using email, databases, spreadsheets, and digital systems
Desirable
- Additional Experience and Knowledge
- Previous experience in a healthcare, social care, or voluntary sector setting
- Knowledge of NHS structures, terminology, and patient pathways
- Training or experience in de escalation, conflict resolution, or mediation
Additional Criteria
Essential
- Values and Expectations
- A respectful and empathetic approach when addressing concerns raised to the Trust
- Clear, accurate, and timely information provided to service users
- Ensuring feedback is listened to and taken seriously
- Maintaining confidentiality and professionalism at all times
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.
