Hull University Teaching Hospitals NHS Trust

Patient Experience Officer

The closing date is 13 October 2025

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Job summary

We have an exciting opportunity for an individual who can join our team of people dedicated to coordinating our PALS (Patient Advice and Liaison Service).

It is essential to have experience of working within a healthcare setting, we are first and foremost looking for an individual who can successfully work as part of a team.

The successful individual will be passionate about delivering the right outcome for the users of PALS with a focus on patient experience, and will have a track record of with working with a wide range of stakeholders. Excellent IT skills are essential to this role.

Please note that this advertised vacancy does not meet the UKVI eligibility requirements for a Skilled Worker Visa and therefore HUTH would not be able to issue a Certificate of Sponsorship for this role.

Main duties of the job

With a background in working with people the successful applicant will have the following deliverables:

  • Identify actions to keep the PALS work stream on track
  • Participate positively and promote continuous improvement by recommending changes that will improve results whilst retaining team spirit
  • Engagement with key stakeholders to ensure service delivery and escalate where any key performance indicators may be going off-track
  • Demonstrate a can do attitude to making a difference with excellent customer service skills

About us

The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.

Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.

Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.

As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.

We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.

Details

Date posted

29 September 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, Part-time

Reference number

356-25-7443401

Job locations

Hull Royal Infirmary

Anlaby Road

Hull

HU3 2JZ


Job description

Job responsibilities

For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.

Job description

Job responsibilities

For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.

Person Specification

Education/ Qualifications

Essential

  • ECDL, or NVQ Level 3 or equivalent qualification in a relevant field of Administration or customer service
  • Demonstrate an appropriate level of English and Maths.
  • Experience within Customer service.

Desirable

  • A base level knowledge of complaints, regulations and procedure within the NHS

Experience

Essential

  • Experience in adapting communication skills to the situation as required
  • Experience of dealing with the public in particular managing sensitive issues within a highly emotive situation
  • Experience in customer care setting

Desirable

  • Understanding of GDPR and Data Protection

Communication and Interpersonal Skills

Essential

  • Excellent communication - verbal/written
  • Able to use own initiative to problem solve or signpost members of the public accessing the service
  • Positive and enthusiastic approach to managing patient/carers complaints
  • Ability to plan, organise and prioritise own workload to work to deadlines
  • Works well with in a team
  • Demonstrate empathy and diplomacy
  • Demonstrates understanding of confidentiality

Desirable

  • Ability to manage complex, sensitive and contentious information from complainants

Attributes and Other Requirements

Essential

  • Shows motivation in developing new skills
  • High level of interpersonal skills
  • Flexible and reliable
  • Good time keeper
  • Ability to work from both hospital sites as required to meet the demands of the service

Desirable

  • Use of various media formats, including iPad, cameras
  • Data and report production
Person Specification

Education/ Qualifications

Essential

  • ECDL, or NVQ Level 3 or equivalent qualification in a relevant field of Administration or customer service
  • Demonstrate an appropriate level of English and Maths.
  • Experience within Customer service.

Desirable

  • A base level knowledge of complaints, regulations and procedure within the NHS

Experience

Essential

  • Experience in adapting communication skills to the situation as required
  • Experience of dealing with the public in particular managing sensitive issues within a highly emotive situation
  • Experience in customer care setting

Desirable

  • Understanding of GDPR and Data Protection

Communication and Interpersonal Skills

Essential

  • Excellent communication - verbal/written
  • Able to use own initiative to problem solve or signpost members of the public accessing the service
  • Positive and enthusiastic approach to managing patient/carers complaints
  • Ability to plan, organise and prioritise own workload to work to deadlines
  • Works well with in a team
  • Demonstrate empathy and diplomacy
  • Demonstrates understanding of confidentiality

Desirable

  • Ability to manage complex, sensitive and contentious information from complainants

Attributes and Other Requirements

Essential

  • Shows motivation in developing new skills
  • High level of interpersonal skills
  • Flexible and reliable
  • Good time keeper
  • Ability to work from both hospital sites as required to meet the demands of the service

Desirable

  • Use of various media formats, including iPad, cameras
  • Data and report production

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

Hull University Teaching Hospitals NHS Trust

Address

Hull Royal Infirmary

Anlaby Road

Hull

HU3 2JZ


Employer's website

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

Employer details

Employer name

Hull University Teaching Hospitals NHS Trust

Address

Hull Royal Infirmary

Anlaby Road

Hull

HU3 2JZ


Employer's website

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

Employer contact details

For questions about the job, contact:

Patient Experience Manger

Jan Fillinger

janet.fillinger1@nhs.net

01482468217

Details

Date posted

29 September 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, Part-time

Reference number

356-25-7443401

Job locations

Hull Royal Infirmary

Anlaby Road

Hull

HU3 2JZ


Supporting documents

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