Job Title: PALS and Complaints Officer
Location: Wayside House, Wilsons Lane, Coventry, CV6 6NY
Hours: 37,5 hours per week, Monday – Friday, 9:00 – 17:00
Pay and Duration: £12.45 per hour, up to 7 weeks
Are you a compassionate, calm, and reliable individual with a passion for helping others? Do you thrive in roles where empathy, clear communication, and proactive problem-solving are key? If so, we would love to hear from you
We are currently seeking a PALS and Complaints Officer to join our dedicated Patient Experience Team at Coventry and Warwickshire Partnership Trust. In this important front-line role, you'll be the first point of contact for patients, carers, and the public who need support, information, or wish to raise concerns or compliments.
What you'll be responsible for:
· Providing a welcoming and efficient service via phone, email, face-to-face and written contact.
· Listening to and supporting patients and their families, helping to resolve concerns with compassion and professionalism.
· Acting as a facilitator between service users and staff, helping to achieve quick, effective resolutions.
· Offering guidance on available services and signposting to relevant organisations where needed.
· Supporting the Trust's wider engagement and training efforts around complaints and patient feedback.
You'll learn the following whilst working at the trust:
1. An in depth understanding of the roles and responsibilities involved in working within the NHS
2. Knowledge of the systems used, to effectively complete your role to the highest standard at all times
3. A sense of teamwork, gained through working alongside and supporting colleagues from all levels, within the organisation
You'll have the following skills/experience:
· The ability to remain calm, composed, and professional when dealing with sensitive or emotionally charged situations.
· A compassionate and empathetic approach when supporting patients, carers, and members of the public.
· Excellent communication and interpersonal skills, with confidence in handling queries via phone, email, face-to-face and in writing.
· Strong problem-solving skills and the ability to assess concerns and help identify effective solutions quickly.
· Experience in a customer-facing or public service role (experience in the NHS or a healthcare setting is desirable but not essential).
· The ability to work independently as well as collaboratively within a team.
· Good organisational skills and the ability to manage a varied workload in a fast-paced environment.
This role may require you to show evidence of vocational level 3 qualification or at least 2 years relevant experience.
As a member of NHS Professionals, you have fantastic benefits:
· Competitive pay rates- work this week, get paid next week
· Essential support when you need it- 24/7 365 days- call us anytime
· Multi locational- work across neighbouring Trusts
· Manage your shifts and timesheets on the go- access your "My Bank" shift portal anywhere, anytime online or through your smartphone
· Varied working options to suit your lifestyle- access to the Bank gives you options of ad hoc shifts or longer-term placements
· Training and development opportunities- Keep up with the essentials and more
· Build holiday allowance for every shift you work- your work life balance is important to us
· Stakeholder pension scheme available- a flexible future for you and yours
Who are NHS Professionals?
We specialise in putting people in place to care. Every year we help thousands of dedicated candidates and highly skilled NHS workers enjoy better career opportunities, access to more shifts and a healthier work-life balance, giving more choice and control to our members.
As an equal opportunities' organisation, NHSP is committed to the equal treatment of all current and prospective Bank members and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender reassignment, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and inclusion agenda and we strongly encourage suitably qualified applicants form a range of backgrounds to apply.
Apply Today
By joining us you can look forward to a choice of flexible Bank shifts across any of our client Trusts in England, as well as the ability to develop professionally and gain experience in several wards or areas.
Disclaimer
Please note, you will be contacted by email throughout the recruitment process, so please check your emails, including your junk/spam regularly. We regret we cannot contact everyone who is not selected for an interview, therefore if you do not hear from us within 21 days after submitting your application, please assume you have not been successful on this occasion.
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Job Types: Full-time, Temporary
Contract length: 7 weeks
Pay: £12.45 per hour
Expected hours: 37.5 per week
Benefits:
* Company pension
* Employee discount
Ability to commute/relocate:
* Coventry CV6 6NY: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Are you available immediately? Please state your notice period.
Work Location: In person