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NB: This vacancy closed to applications on 07/06/2019.

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Patient Experience & Legal Claims Liaison Officer

Job Reference: J298-A-19-0221

Thames Ambulance Service Limited


We are TASL- Thames Ambulance Services Limited, providing patient transport services across the areas we support.


We are seeking to recruit a Patient Experience and Legal Claims Liaison Officer to join our Patient Experience and Legal Claims Team.  The successful applicant will be the point of contact for patients, their families, carers and members of the public and must demonstrate a high level of interpersonal skills.

You will possess excellent listening and interpersonal skills including the ability to effectively manage relationships internally and externally, demonstrate empathy, impartiality and tact when dealing with calls from patients or their representatives relating to health service concerns.

The successful applicant must also be able to recognise the sensitive needs of service users, their families and carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.

You must have good listening skills and an awareness of the need for discretion and high levels of confidentiality.  The role also demands outstanding organisational and time management skills, and the ability to manage competing priorities against tight deadlines.

As the point of contact for the Patient Experience & Legal Claims Team you will advise staff and the public as appropriate on the resolution and complaints process, signposting to correct staff/organisations, and making judgments to ensure an appropriate outcome.

The successful applicant will assist in the delivery of Patient Experience across the company by taking calls from members of the public and fellow health professionals and dealing with the issues raised across the service.

The legal claims aspect of the role if the successful applicant does not have experience in this remit, will be given on the job training.

As expected, a proven ability to communicate effectively at all levels is required along with analytical skills and the ability to produce statistical information as required for formal reports.

Applicants must have:

Previous experience in a similar role involving concerns, complaints and compliments, preferably in the NHS.

Current knowledge of issues affecting the provision of healthcare services

Excellent administrative and typing skills

Experience of using DATIX system, or similar

Use of Microsoft Office Applications, particularly Word, PowerPoint, Outlook and Excel

Due to the sensitive nature of the role, applicants must have experience of managing sensitive issues within hostile or emotional situations

A full Driving Licence with maximum of 3 points

 Your Application Form

Provide only business email address for your referees – we are unable to request references from yahoo, Hotmail, Gmail accounts.

Make sure you to include all evidence of where you meet the essential requirement on the job’s description as this forms the base of our shortlisting criteria.

Our processes

Closing dates are given as a guide; we are within our right to close adverts early so please ensure you submit your application as soon as possible to avoid delay.

If you do not hear from us up to 3 weeks after the closing date of the job unfortunately this means you have not been successfully shortlisted for interview.  

If you require feedback on your application, please contact the appointing manager detailed in the body of the advert.

Employment at TASL is offered subject to successful completion of a 6 month probationary period for all staff.


For further details please contact:

Helen Ridler, Head of Patient Experience & Legal Claims – 0808 164 4696 or email

Other Important Information

Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.

In submitting an application form, you authorise TASL to confirm any previous NHS service should you be appointed to the post.

Please note that during the recruitment process, your Identity Documentation will be scanned and kept safely within Human Resources.


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.


Due to the high volume of applications we receive we are unable to provide feedback at the shortlisting stage. If you are unsuccessful after shortlisting, please refer back to the essential requirements or qualifications on the job description and check to see if you met the requirements and detailed them clearly on your application form.

TASL is an equal opportunities and Disability Confident employer and is committed to improving representation from all sections of the community and the well-being of its workforce. We are keen to promote a positive work-life balance wherever possible and have introduced various policies and working practices to achieve and support this goal.

At TASL we believe that our culture should be built upon our core values and that our behaviour should reflect this.

Our Values – Patients first, Staff focussed, Responsible and Accountable.

We believe that it’s our people who make TASL what it is today.Our values underpin everything we do, how we deliver our services and how we work with each other.




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