London North West University Healthcare NHS Trust
PALS Officer
The closing date is 29 July 2026
The PALS Officer is the first point of contact for service users and their family/friends to raise queries and concerns about the treatment and care we provide.
The role is to ensure these contacts are escalated and monitored for resolution in a timely manner, and recorded correctly for reporting.
At times you will need to deal with challenging situations with upset and emotional patients/relatives, and so empathy and compassion, with the capability to actively listen, are essential attributes in this public facing role.
The role is based at our Northwick Park Hospital site, but there may be some occasion to travel and work at our Ealing Hospital site.
Main duties of the job
As a PALS Officer, you will be an integral part of the Patient Experience Team, ensuring queries and concerns from our patients and their relatives are handled efficiently and compassionately.
Your role will involve managing the PALS enquiries from beginning to resolution, working closely with clinical and non‑clinical teams to ensure a timely and satisfactory outcome.
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top‑rated hyper‑acute stroke unit and one of only three hyper‑acute rehabilitation units in the UK
- St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Education and qualifications
- Educated to A Level or equivalent combination of education and/or experience
Knowledge & Experience
- Experienced in the use of Word, Excel, Outlook, internet and database management, plus RSA II minimum or equivalent experience
- Previous experience of a customer care related role
- Knowledge of Data Protection and Freedom of Information Act legislation
- Knowledge of the NHS formal complaints process
- Previous experience supervising others/the work of others
- Office administrative experience in an NHS environment
Skills, Abilities, Attributes
- Good standard of literacy and numeracy and attention to detail
- Ability to assimilate information quickly, to assess a situation and address it appropriately
- Ability to explain information to others according to their knowledge and understanding
- Able to prioritise competing demands, work well under pressure and adhere to tight deadlines
- Excellent interpersonal and customer care skills
- Sound administrative, organisation and computing skills
- Able to both make protocol driven decisions independently and seek guidance where appropriate
- Confident, efficient and professional in his/her approach to all work
- Able to remain calm and professional in response to challenging behaviour
- Be non‑judgemental, tactful, diplomatic and at ease with people at all levels
- Excellent communication skills, both in writing and verbally
- Ability to liaise with the public and staff at all levels, overcoming communication difficulties
- Work calmly under pressure
- Work to deadlines producing accurate and concise work
- Use own initiative
- Flexible approach and organise work around competing demands
- Ability to actively build positive work relationships with colleagues and public
- Able to listen, share, give and receive support and advice
- Able to function effectively as part of a team
- Able to manage unpredictable work pattern
- Provide training in own discipline and provide training to other staff
- Supervisory skills
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.
Employer name
London North West University Healthcare NHS Trust
£33,262 to £36,027 a year per annum, including High Cost Area Supplement
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