Contract type: Fixed term/secondment for 12 months.
We are looking for a dynamic, enthusiastic person who is committed to improving the quality of service we deliver. As a PALS & Complaints Officer, your role is to provide a high standard of customer service and support in delivering a responsive and accessible PALS and complaints service for our service users.
The successful candidate will be a strong team player, well-organised with a proven ability to identify critical issues regarding concerns and complaints, and have an empathetic manner. Direct experience of NHS complaints handling is essential. An understanding and experience of working with cancer patients will also be an advantage.
The Trust is located on two sites. Although this post is based at Chelsea, we are looking to appoint an individual willing to work across both sites as necessary. For further information, please contact Louise Knight, Complaints, PALS, Bereavement & Patient Information Manager, via louise.knight@rmh.nhs.uk or on 020 8661 3918.
Key responsibilities include:
1. Proactively work as part of a team, handling concerns and complaints locally from receipt to resolution within specified timeframes.
2. Liaise with complainants.
3. Ensure complaints are fully investigated and responded to; draft/redraft response letters as necessary.
4. Update and analyse the database (Datix) to identify trends and issues.
5. Provide regular, detailed qualitative and quantitative reports.
6. Liaise with staff at all levels within the Trust and with external groups.
7. Take a major role in training Trust staff on dealing with concerns and complaints.
8. Liaise with the office of the Parliamentary and Health Service Ombudsman (PHSO).
9. Assist in processes that ensure the department and the Trust meet statutory standards such as the Care Quality Commission.
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre dedicated to providing the best cancer care and advancing cancer research. We employ over 4,500 staff across our hospitals in Chelsea, Sutton, and a Medical Daycare Unit in Kingston Hospital.
We value life and are committed to excellence, offering a stimulating and dynamic work environment, staff benefits, learning and development opportunities, and clear career pathways. We encourage flexible working across various areas and specialties.
For further details, please see the attached Job Description and Person Specification.
Additional responsibilities include:
* Handling and processing concerns and complaints, including complex cases.
* Taking written notes of concerns and complaints received by telephone.
* Dealing with complainants politely, sympathetically, and empathetically, assuring confidentiality.
* Handling contentious issues arising from complaints.
* Using judgment to handle conflicting information during investigations.
* Monitoring and ensuring timely progress of concerns and complaints.
* Ensuring all responses are sent within set timeframes, including managing extensions where appropriate.
This advert closes on Thursday 21 Aug 2025.
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