Employer Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust Employer type NHS Site Doncaster Royal Infirmary Town Doncaster Salary £24,937 - £26,598 Pro Rata Per Annum Salary period Yearly Closing 19/12/2025 23:59
PALS Admin Officer
Band 3
Job overview
We are pleased to offer an exciting opportunity for a motivated and organised individual to join our Patient Advice and Liaison Service (PALS) administrative team, based at Doncaster Royal Infirmary.
As a PALS Administrative Officer, you will play a key role in supporting the delivery of a responsive and compassionate service to our patients, relatives and service users. You will provide a high standard of clerical and administrative support within the department, ensuring all enquiries are managed efficiently, professionally, and with empathy.
You will be responsible for handling patient queries, maintaining accurate records, and ensuring that all correspondence is dealt with promptly. Where appropriate, you will signpost individuals to the correct departments or personnel, helping to ensure that every enquiry is resolved in a timely and effective manner.
This role requires excellent communication, organisational, and interpersonal skills, along with a commitment to providing a positive experience for all service users.
Main duties of the job
* Act as the first point of contact for patients, families, and carers wishing to provide feedback or raise concerns about Trust services.
* Receive and respond to enquiries via a range of communication methods including email, postal correspondence, face-to-face interactions, and telephone calls.
* Listen sensitively to feedback and concerns, aiming to resolve issues promptly where possible or appropriately direct enquiries to the relevant department or service.
* Support the efficient day-to-day running of the PALS office, maintaining accurate records, correspondence, and administrative systems.
* Liaise and build positive working relationships with staff across all divisions and services within the Trust, as well as with external organisations such as independent complaints advocacy services.
* Provide administrative support to the Trust’s complaints management team, ensuring all processes align with statutory requirements, national guidance, and local policies.
* Contribute to the proactive management of concerns and complaints, helping to promote a culture of openness, learning, and continuous improvement across the organisation
Working for our organisation
DBTH is one of Yorkshire’s Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.
At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.
As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.
We offer a range of benefits to support our people including:
* Extensive range of learning opportunities
* NHS Pension Scheme
* Generous holiday entitlement in line with Terms & Conditions
* Comprehensive health and wellbeing support
* NHS Car Lease schemes and a range of salary sacrifice scheme
* Discounts on restaurants, getaways, shopping and finance through external providers.
Detailed job description and main responsibilities
Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.
Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.
Certificate of sponsorship
Applications from individuals who require a Skilled Worker sponsorship to work in the UK are welcome and will be considered alongside all other applicants. For further information and to check your eligibility for this post please following the link UK Visas and Immigration - GOV.UK. Please note that from April 9th 2025, band 2 & 3 entry roles are no longer eligible for sponsorship.
Person specification
Personal Attributes & Skills
* Excellent verbal and written communication skills, with ability to adapt appropriate style and method of communication.
* Empathetic approach to managing and resolving patient concerns
* Excellent interpersonal skills, with ability to communicate with staff and managers at all levels
* Demonstrates clear commitment to the team approach, exchanging ideas and providing support to colleagues
* Conveys written information clearly and accurately to a wide range of recipients
* Previous experience in the provision of a complaint service
Knowledge & Experience
* Experience in managing concerns and complaints
* Minimum of at least two years office experience, preferably within the NHS
* Experience of supporting a team
* Experience of NHS formal complaints process
* Experience of dealing with patients and carers
* Sound working knowledge of DATIXWEB
* Minute taking
* Typing up dictated letters/information
Qualifications & Training
* Good standard of education including English language and Maths at G.C.SE. grade C or above, or equivalent qualification or experience
* RSA grade ll or equivalent
* IT Qualification
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Use of Artificial Intelligence (AI) when writing job applications
If you choose to use AI or other tools to assist in writing your application, it's essential to personalise this information, particularly your supporting statement.
While AI can help streamline the writing process, these tools cannot fully grasp the context or requirements of the job you’re applying for, nor can they accurately reflect your skills, knowledge, and experience. It is crucial that you personalise your supporting statement by articulating these in your unique voice.
Relying solely on AI to write your application or supporting statement is not advocated by DBTH and could negatively impact your chances of success in the application process.
1. Usually lack relevance and fail to address the key criteria outlined in the job description and person specification. may come across as generic and fail to distinguish you from other applicants.
2. May be ambiguous or open to misinterpretation. Without careful review and editing, the supporting statement could convey messages that are unclear or misconstrued by hiring managers.
3. May include qualifications, skills, knowledge or experience that you do not possess, potentially leading to misrepresentation.
* Please note that all correspondence will be sent you to via email. If you are offered a job, information will be transferred into the national NHS Electronic Staff Records system. In submitting an application form, you authorise our Trust to confirm any previous NHS service details via the ESR IAT process should you be appointed.
* We reserve the right to close down this advert early should there be a high number of applicants.
* The Trust is committed to its obligations in accordance with the Equality Act 2010, and we positively encourage applications from all sections of the community.
* All employment with the Trust is subject to a number of NHS Employment Checks being met to a satisfactory standard including verification of identity, eligibility to work in the United Kingdom, references and qualifications in addition to professional registration, a disclosure and barring records check and occupational health check if these are deemed to be a requirement for the position to be undertaken. The Trust is now passing the charge for undertaking a DBS check on to candidates in the event that they are successfully appointed into the post for which they have applied. Please note that this check will be charged for in two instalments when you commence employment with Doncaster & Bassetlaw Teaching Hospitals NHS Foundation Trust. By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
This vacancy may close early if we receive a high number of applicants, please complete and submit your application in good time to avoid disappointment.
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