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NB: This vacancy closed to applications on 22/05/2022.

PALS and Patient Experience Call Handler

Job Reference: 449-CP2039

Solent NHS Trust
£20,330 - £21,777 p.a pro rata

Make a difference with us

If you are looking for somewhere you can make a real difference and are passionate about keeping people safe, well and out of hospital, a career with us may be just what you’re looking for. At Solent NHS Trust, we strive to make a difference to the health and wellbeing of our communities.

We are proud to be an organisation which is focused on our people and we welcome people who share our values to come and work with us.

  • To deliver great care that is safe, simple and easy to access
  • To be a caring, flexible and supportive place to work
  • To deliver the best value for money

An exciting opportunity has arisen for a PALS and Patient Experience Call Handler to join the Trust’s Experience of Care Team. The role will sit within the PALS & Complaints Team and support patients, members of the community and staff who need advice, information or signposting about a service. This role will be instrumental in listening to members of the community who want to give their valuable feedback or suggestions, in relation to services provided by Solent NHS Trust.

The postholder will be the first point of contact for enquirers. They will provide support to the Patient Experience team by calling people back at the appropriate, time after they have given feedback, to ensure they have had a satisfactory experience.

The postholder will support the PALS and Complaints Co-ordinator’s in negotiating early resolutions to service concerns and non-complex complaints and they also will be responsible for recording positive feedback which are known as Plaudits. They will be provided with internal training to enable them to competently be able to provide information to enquirers about the Trust Complaints Procedure.

The PALS & Patient Experience Call Handler will provide administrative support to the PALS and Complaints Team, recording contacts from enquirers using the Trust’s recording systems.

Key requirements for this role include:

  • Confidence in dealing with patients or members of the community via telephone, online or in a face to face environment
  • Experience in dealing with potentially distressed or upset patients and family members
  • Excellent communication and interpersonal skills
  • Excellent verbal and written communication skills
  • Competent in using databases and reporting systems
  • High level of organisational skills
  • Good understanding of GDPR/Consent/Safeguarding

If you have the necessary skills, experience, and qualities to help us to put patients and community members first, please contact Charlotte Williams – (PALS & Complaints Manager) or Ophelia Watson – (Experience of Care Lead) for an informal discussion.


We will contact you via NHS Jobs if you are shortlisted for interview.Candidates selected for interview will be contacted before the given interview date; therefore you should check your emails regularly including junk mail folders. Please be advised that we may choose to close adverts early should we receive a high number of applications.

Our shared values support the development of a strong working culture. They breathe life into our organisation – guiding and inspiring all of our actions and decisions. They enable us to be better at what we do and create a great place for our staff to work, whilst ensuring we provide the highest quality of care to our patients.

In creating our values, we spent time listening to our employees and members. Based on what people told us, we created our HEART values to reflect the deep belief that we are caring organisation at the centre of our community: Honesty, Everyone counts, Accountable, Respectful, Teamwork.

We are an accredited Real Living Wage employer.

We encourage and support our staff to be vaccinated as this remains the best line of defence against Covid-19.

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