PALS & Complaints Officer
The closing date is 10 April 2026
Job summary
An exciting opportunity has arisen for an enthusiastic and innovative individual to join our team as a PALS & Complaints Officer!
We are looking for a motivated individual with excellent communication, interpersonal and organisational skills. You will join a team that aims to ensure concerns raised by patients and the public are logged accurately & passed to the relevant hospital services to be resolved quickly & efficiently. The feedback obtained is used to influence & improve the patient experience across the Trust. Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives & staff to ensure that concerns are resolved and improvement is embedded. PALS & Complaints Officers play a key role in sharing patient insight to aid continuous improvement, supporting the delivery of safe care along with an excellent patient experience.
We would expect this individual to be enthusiastic, motivated, showing sensitivity & tact and be able to demonstrate excellent communication and interpersonal skills.
***Please not we are unable to sponsor this role***
Main duties of the job
The role serves as an accessible first point of contact for patients, relatives and members of the public who have questions, concerns or complaints about Trust services. It involves recording all concerns accurately, ensuring they are entered promptly onto the database and that all related files are updated with clear, timely information.
The position provides guidance to service users and staff on the correct processes for managing concerns and complaints, helping ensure matters are handled appropriately and sensitively. It also requires building strong working relationships with clinical and non-clinical teams across all Divisions, as well as with external organisations, to support effective communication and maintain public and professional confidence. A key aspect of the role is responding with empathy and professionalism to individuals who may be distressed, offering reassurance and support while managing emotionally challenging situations.
About us
Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.
We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.
Details
Date posted
27 March 2026
Pay scheme
Agenda for change
Band
Band 4
Salary
£27,485 a year Per Annum pro rata
Contract
Fixed term
Duration
12 months
Working pattern
Full-time
Reference number
390-COR-BR-0020-A
Job locations
Broomfield
Chelmsford
CM1 7ET
Employer details
Employer name
Mid and South Essex NHS Foundation Trust
Address
Broomfield
Chelmsford
CM1 7ET
Employer's website
https://www.mse.nhs.uk (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
Privacy notice
Mid and South Essex NHS Foundation Trust's privacy notice (opens in a new tab)