Complaints & PALS Officer

Job overview

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. Apply today and help us continue to make Oxford Health a place where people feel listened to, respected and supported.

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 enquires 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.  

Working for our organisation

Oxford Health is a great place to work and to be able to showcase the best of yourself when making an application please read the “candidate guide to making an application” and ensure your supporting statement is tailored to the role you are applying for and addresses any essential criteria.

As a Trust we provide physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and Northeast Somerset. Our services are delivered at community bases, hospitals, clinics and people’s homes, delivering care as close to home as possible. Our vision is that no matter who you are or where you are, you will tell us that you receive: “Outstanding care delivered by an outstanding team”

Our values are: “Caring, safe and excellent”

We offer a wide range of benefits designed to support your career and wellbeing. These include:

•    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

Detailed job description and main responsibilities

We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the “supporting statement” element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application.

The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview.

We are aware that some candidates may choose to use AI tools to support their application. We kindly remind applicants that submissions should remain an honest and accurate representation of their experience and must take care to ensure the use of AI tools does not generate an application that does not accurately reflect their knowledge, skills and values.

Person specification

Requirement

Essential criteria

• Full driving license - ability to travel independently between sites within the Trust.

Knowledge

Essential criteria

• Able to demonstrate excellent written and verbal communication skills and presentation skills.

Experience

Essential criteria

• Experience of working within a Customer Service environment and dealing with a range of customer needs.

Skills

Essential criteria

• 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.

Desirable criteria

• A level standard, NVQ 3, Diploma or equivalent.