Job summary
Are you passionate about making a difference in patient experience?
Do you have a talent for listening, resolving concerns, and guiding others through processes with empathy and professionalism?
We are looking for a dedicated Complaints Resolutions (PALS) Officer to join our dynamic PALS and Complaints Team. This is a vital role in ensuring that patient and public feedback is handled with care, transparency, and timeliness.
Main duties of the job
- Act as a key point of contact for patients, families, and staff seeking support with concerns or complaints.
- Ensure all enquiries and complaints are thoroughly investigated and responded to within national and local timescales.
- Provide clear, accurate guidance on Trust policies related to complaints and feedback.
- Work collaboratively across departments to promote a culture of learning and improvement.
About us
Known locally known as 'WHH' - the Trust is a fast-paced, ambitious organisation that is caring, compassionate, innovative and focused on the best outcomes for its patients and the employment experience of its staff. It is both aspirational and inspirational - driven to be outstanding for its patients, its staff and its communities and committed to being the best place to receive healthcare, work and learn.
Straddling two neighbouring boroughs of Warrington and Halton it is part of the Cheshire and Merseyside Integrated Care system. It is geographically ideally positioned to meet the growing healthcare needs of the 330,000 population of both boroughs and beyond. A dedicated planned care centre located at Halton Hospital in Runcorn enables elective procedures to continue uninterrupted by the patient flow challenges of the 'hot' site at Warrington, where urgent, unplanned and critical care, maternity and women's and children's services are provided.
A CQC-rated 'Good' organisation with 'Outstanding' features, it is working towards university hospital status having achieved teaching status in 2019 and is working in partnership with the University of Chester and others in this regard.
A workforce of nearly 5,000 across both sites comprises more than 50 nationalities and as an equal, diverse and inclusive employer the Trust is proud to have achieved both Disability Confident Leader and Navajo LGBTQ+ Charter Mark accreditations.
Job description
Job responsibilities
Please see attached Job description and person spec in documents where you will find all the relevant information relating to this job role.
FULL JOB DESCRIPTION ATTACHED
Job description
Job responsibilities
Please see attached Job description and person spec in documents where you will find all the relevant information relating to this job role.
FULL JOB DESCRIPTION ATTACHED
Person Specification
Qualifications
Essential
- Good general education with GCSE (or equivalent) in English and Mathematics.
SKILLS, KNOWLEDGE & COMPETENCIES
Essential
- o?Competent in IT systems and recording information.
- o?Experience of using language and writing skills to a high standard to resolve patient experience issues.
- o?Excellent communicator
- Experience of working to deadlines and managing complex workloads.
Experience
Essential
- o?Having worked in a customer service environment.
- o?Working with distressed individuals, patients/clients, relatives, friends, vulnerable groups.
Desirable
- Experience of having worked within the principles of an NHS Complaints policy/ procedure.
Person Specification
Qualifications
Essential
- Good general education with GCSE (or equivalent) in English and Mathematics.
SKILLS, KNOWLEDGE & COMPETENCIES
Essential
- o?Competent in IT systems and recording information.
- o?Experience of using language and writing skills to a high standard to resolve patient experience issues.
- o?Excellent communicator
- Experience of working to deadlines and managing complex workloads.
Experience
Essential
- o?Having worked in a customer service environment.
- o?Working with distressed individuals, patients/clients, relatives, friends, vulnerable groups.
Desirable
- Experience of having worked within the principles of an NHS Complaints policy/ procedure.
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.
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.
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).
