The James Paget University Hospitals NHS Foundation Trust serves a population of around 250,000 people in the Great Yarmouth, Lowestoft and Waveney areas. The Trust provides an integrated hospital and community children’s service. Patient and staff experience is important to us and these are the behaviours we live by: Putting patients first Aiming to get it right Recognising that everybody counts Doing everything openly and honestly ‘Prior consideration will be given to NHS At Risk staff within East of England' Job overview The post holder will contribute to the operational management of Complaints and Patient Advice and Liaison (PALS) enquiries and concerns received from patients and service users, in person, via telephone and via email. They will support the Complaints Team to facilitate formal complaints and the PALS Team to facilitate early resolution to queries and concerns. The PALS and Complaints Administrator will act as the link between the patient/service user and staff members to enable resolution to be reached. The post is based within the Complaint and PALS team, which sits within the wider Patient Experience Team. The post holder, along with team members, will be responsible for the day to day operational delivery of the service. Advert To support the provision of a personal, visible and accessible Complaints administration service To administrate all formal complaints received into the Trust and support local and national complaints handling processes To receive concerns, compliments and feedback from patients, carers and visitors To accurately record all contacts, interventions and outcomes on to the Trust’s risk management database To communicate with patients, carers and visitors either face to face, via email or by telephone to discuss their concerns and identify the best means of resolution To offer practical advice and support to patients, carers and visitors To be responsible for escalating a concern where patient safety is at risk To provide non-clinical advice to patients, carers and visitors To actively promote the Patient Advice and Liaison Service through the distribution of literature and ensuring that literature is kept up to date To contribute to ensuring that Trust website information about the service is up to date, and to add and amend information as necessary To contribute to the monitoring and analysis of themes and trends of enquiries and concerns. Working for our organisation We want to attract the best and brightest people to work with us and that means we will look after you from the moment you apply for a role at the Trust and throughout your career with us. Our staff are central to everything we do, and we believe that investing in you is crucial if we want to enable you to reach your full potential. Detailed job description and main responsibilities Band 3 Complaints and PALS Administrator required – 37.5 hours per week An exciting opportunity has arisen for a Complaints Administrator at the James Paget Hospital NHS Foundation Trust. This role is based within the Complaints and Patient Advice and Liaison service, which is part of the wider Patient Experience Team. As a Complaints Administrator, you will act as the first point of contact for patients, carers and visitors, offering a problem-solving and signposting service in line with data protection and confidentiality regulations. The successful applicant will have experience of managing sensitive conversations, and be able to support local resolution. Key responsibilities include: Providing administrative support for complaint handling in accordance with national guidance and Trust policy. Liaising with Trust staff to facilitate timely complaint responses and resolution. Managing correspondence and maintaining accurate records. Ensuring all feedback is handled appropriately and professionally. Excellent communication and customer service skills are essential, along with the ability to remain calm under pressure. For more information, please contact Emma Punter, Complaints administrator [email protected] Tel: 01493 452019 The James Paget University Hospitals NHS Foundation Trust recognises the requirement to promote health and reduce ill-health. The Trust is committed to the principles of improving working lives through a number of initiatives such as job share, flexible working and the development of a culture of openness and transparency. The Trust is committed to ensuring that no job applicant or employee receives less favourable treatment on the grounds of their age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. ‘Prior consideration will be given to NHS At Risk staff within East of England' Tier 2 Sponsorship : We are pleased to consider applicants who require Tier 2 sponsorship to work in the UK but it is unlikely that we would be able to appoint if a suitably qualified, experienced and skilled UK/Right to work candidate is available. Applying for entry clearance into the UK, must provide a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Visa and Immigration If you are wishing to apply for this role and would require sponsorship (this includes if you are already in a sponsored post and looking to change employer), you can determine the likelihood of obtaining a Certificate of Sponsorship for this post by assessing your circumstances against criteria specified on the gov.uk website https://www.gov.uk/skilled-worker-visa/your-job. James Paget Hospitals uses tools to screen any applications generated by Artificial Intelligence (AI). Please check your account regularly under “My Applications” to view the progress of your applications. If you do not hear from us within 4 weeks, please assume your application has been unsuccessful. In submitting an application form, you authorise the Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process. Please note that should we experience a high level of interest in this post, the vacancy may be closed prior to the stated closing date.