Are you passionate about helping people feel heard, supported and understood?
Our Patient Advice & Liaison Service (PALS) plays a vital role in ensuring that every patient, carer and family member receives the advice and support they need -- and we’re looking for an enthusiastic and compassionate full-time PALS Support Officer to join our dedicated team.
In this rewarding role, you’ll help service users resolve their concerns quickly and effectively, liaising with staff across the Trust to ensure every voice is valued. You’ll provide a warm, empathetic response to enquiries, deliver PALS surgeries across community hospitals and wards, and help shape the patient experience by identifying themes and sharing learning across our services.
You’ll bring excellent communication and organisational skills, a calm and caring approach, and the confidence to manage sensitive situations with discretion and professionalism. With strong attention to detail and a proactive attitude, you’ll thrive in a role that truly makes a difference.
If you’re motivated by supporting others and want to play a key part in improving patient care, we’d love to hear from you.
Main duties of the job
- Offer guidance and support to those accessing the services and signposting enquirers, providing links to internal and external services where appropriate.
- Manage general enquiries in a polite, sympathetic and empathetic way giving reassurance that all enquiries will be handled in confidence. This will include uploading to Ulysses system and liaising with appropriate staff.
- Perform general office duties including monitoring the team email inboxes, responding to enquiries, answering the telephone, taking and recording messages accurately.
- Assist the team in all administration duties relating to the day to day running of the service.
- Run monthly audits on the Customer Service Ulysses system, ad hoc report requests and identify any themes and trends.
- Provide regular PALS surgeries in person to Trust wards, this includes noting feedback and circulating to senior managers as required.
Please refer to the job description attached for a comprehensive list of duties. Applicants must have a full valid driving licence and have access to a vehicle for work. Adjustments can be considered in line with the Equality Act 2010 where required.
Benefits
- Excellent opportunities for career progression
- Access to tailored individual and Trust wide learning and development
- 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
- NHS Discount across a wide range of shops, restaurants and retailers
- Competitive pension scheme
- Lease car scheme
- Cycle to work scheme
- Employee Assistance Programme
- Mental Health First Aiders
- Staff accommodation (please note waiting lists apply)
- Staff networking and support groups hosted by our Equality, Diversity & Inclusion team
Person Specification
Requirement
- Full driving licence – ability to travel independently between sites within the Trust.
Knowledge
- Able to demonstrate excellent written and verbal communication skills and presentation skills.
Experience
- Experience of working within a Customer Service environment and dealing with a range of customer needs.
Skills
- ECDL or equivalent experience in a range of IT packages such as Word, Excel, Outlook and PowerPoint.
- Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management.
- A level standard, NVQ 3, Diploma or equivalent.
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.
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