For further information about this role, please email Amanda Prout (Deputy Complaints & PALS Manager) via amanda.prout1@nhs.net About The Role An exciting opportunity has arisen for a highly motivated and enthusiastic person to join our Patient Advice and Liaison Team. This role involves providing support, guidance and advice for people who have concerns and complaints about various aspects of care. You will be required to liaise with Trust staff to achieve fast resolution of concerns and support the Trust’s formal complaints processes. The successful candidate will be a person who enjoys the challenge of resolving concerns whilst working with patients and families in this fast-paced role. The post holder must have excellent verbal and written communication skills, adaptable and flexible to pressures, and be able to use own initiative. Informal visits welcome for candidates shortlisted for interview. Main duties Communication with the public and colleagues via telephone, email and face to face. Manage PALS enquiries from the public in a timely manner. Be responsible in ensuring incoming mail is received and distributed accordingly. Making sure all complaint correspondence is dealt with promptly. Responsibility for arranging meetings and organising appropriate hospitality and venues as required. To maintain an effective PALS database ensuring that the data is kept in a secure manner adhering to Caldicott guidelines/GDPR at all times. To act as the front line patient advice and liaison service dealing with enquires as they arise, efficiently, sympathetically, professionally as well as promptly. To resolve concerns and complaints wherever possible ensuring all activity is logged on the PALS database (DATIX). To ensure that all PALS enquiries/complaints are logged onto the formal complaints Datix database. To ensure complaints are done within 3 working days of receiving the complaint. Provide a first line of response to enquiries received by telephone, email or in person ensuring that these are handled confidentially, confidently in a professional manner. Exchanging confidential, sensitive or contentious information with senior managers/matrons/patients/carers which requires assertive and persuasive communication skills. To maintain accurate records, a comprehensive filing system and efficient information retrieval system and to ensure this is kept up to date. Please see attached job description and job specification for further information. Key Requirements Good standard of education/GCSE level Word processing RSA II Keyboard skills and maintaining accurate databases Microsoft Office applications particularly Outlook Word/Excel. Experience of dealing with difficult /challenging behaviour. Experience of working within a demanding environment. Experience of working to targets/deadlines through frequent interruptions. In-depth understanding of the NHS complaints procedures. In depth understanding of the PALS function within the NHS. Understanding the Caldicott and data protection issues, including GDPR Please see attached job description and job specification for full details of the key requirements. Be part of MY team We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff work in patients’ homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). We prioritise our people and values so we can deliver the best possible care to patients. Our team is friendly, passionate, and innovative, always seeking better ways to work. We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces to share ideas and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. We welcome applicants from all backgrounds and especially encourage members of the LGBTQ community, ethnic minority groups, and people with disabilities or neurodivergence to apply, as they are currently underrepresented in the Trust. If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day. Application Guidance We understand that more applicants are using AI technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. It’s important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form. Our Benefits Access to the NHS pension plan Generous holiday allowance of 27 days plus bank holidays, increasing with 5 and 10 years of service Exceptional employee health and wellbeing services Extensive benefits and support, including: Onsite nurseries and childcare salary sacrifice scheme Cycle to work scheme Home electronics scheme Car lease salary sacrifice scheme Working carers support and advice, carers network and carers passport Flexible working options and family and carer-friendly policies Established staff networks, including LGBTQ and Race Equality Career progression, training and support Skilled worker sponsorship You can find out more about skilled worker and health and care visas on our .