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NB: This vacancy closed to applications on 22/10/2021.

PALS & Complaints Officer (PALS)

Job Reference: L28-27521

St Andrew’s Healthcare
From £20,750 - £23,750 per annum, pro rata

PALS & Complaints Officer (PALS)

Location: Northampton: Northamptonshire

Salary:From £20,750 - £23,750 per annum, pro rata(depending on experience)

Part time 22.5 hours a week

This is an exciting opportunityto join a small team that provides first point of contact for patients and their families to answer queries, resolve concerns, and record compliments. Working as part of the PALS & Complaints Team, you will support the swift resolution of patient and family members’ concerns, guiding them through the complaints process if escalation is required. We are committed to developing a culture that welcomes patient involvement and feedbackthat informsservice development. If you share this passion, we would welcome your application for this position.

Firstly, a bit about us

St Andrew’s is the UK’s leading mental healthcare charity with an excellent and well-deserved reputation as a provider of specialist mental healthcare. We have a multi-disciplinary team of over 4,200 staff who deliver excellent, innovative and holistic care each day across our locations.

As a charity, all of our profits are re-invested into new services and new facilities, a legacy which has carried on through our 180+ year history. Today we proudly continue to build excellent mental healthcare services. And because we’re independent, we have the flexibility to make a real difference in the world of mental health. Joining us is your chance to make a big contribution to the lives of some of society’s most vulnerable people.

The role and person

Working as part of the wider Patient Engagement Team, you will primarily be focused on providing PALS (patient advice and liaison service) support for patients, their families and professionals who may wish to log compliments, raise concerns, or make enquiries or suggestions about the services we provide. We are looking for someone who enjoys communicating with a wide range of people and will confidently use their initiative to identify the best course of action to resolve any concerns.

You will need to have an approachable and professional manner that enables you to quickly build a rapport with people at all levels, including those who may be highly frustrated or distressed. The ability to maintain confidentiality at all times is essential. You will undertake routine administration tasks including the maintenance of Datix records and production of reports.

As a small team, it is essential that you are able to adapt to the pressures of the wider team in order to ensure that patients and their families receive the highest standards of service from the PALS & Complaints Team. You may need to support patients and their families by phone, email, letter or in person and so a flexible approach to work is needed.

Rewards and Benefits

We offer an excellent benefits package including:

  • Pension
  • Sickness policy on par with the NHS
  • 35 days annual leave, increasing to 41 after 10 years' service
  • Life cover
  • Car lease scheme
  • Cycle to work scheme
  • Healthcare cash plan
  • Free parking
  • Paid DBS application
  • Access to free vocational qualifications
  • On-site facilities such as gym access, swimming pool, cafés, library all set within beautiful grounds.


If this sounds like the ideal job for you and you are available to start work quickly then we'd love you to apply here.

Closing Date: Sunday 24th October 2021

Disclosure and Barring Service (DBS) Check

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see applying from overseas.

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