University Hospital Southampton NHS FT
PALS / Complaints Administrator
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PALS / Complaints Administrator
Job Overview
We are looking for a friendly, efficient, and conscientious person to support the patient support officers (PALS) and the complaints team with essential administrative duties.
##Main Duties
- Be the first point of contact for patients visiting the PALS office
- Assist with complaint acknowledgements, forwarding feedback to relevant teams, setting up cases, and entering data
- Work within a team of PALS officers (PSO) and complaints handlers supporting all patients at University Hospitals Southampton
- Operate Monday–Friday, 0800–1600
- Keep electronic systems updated to comply with Trust standards
##About the Role
- Our team—managed by a registered nurse (clinical oversight) and an experienced complaints manager—balances compassion with high productivity
- The role offers opportunity to influence patient service quality
##Working at University Hospital Southampton
A leading acute teaching hospital, we provide:
- Extensive learning and development support for your career goals
- A premium living/work location: near the New Forest, South Downs, and Jurassic Coast
- Technology-driven efficiencies combined with human-centred care
- Flexible working arrangements tailored to career/life balance needs
- Commitment to diversity and inclusion as core to high quality patient outcomes
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##Core Responsibilities
###Patient Engagement & Service Delivery
- Deliver professional, front-line face-to-face service to patients and carers
- Listen to concerns, document summaries accurately and route to appropriate teams (PALS officers or external representation)
- Maintain system updates with Trust data standards in mind
###Administrative backbone
- Data management: Proficient in medical terminology, complaint case entry, following procedures to avoid compliance breaches
- Technology mastery: Train on all systems; ensure tech proficiency grows alongside Trust improvements
- General admin support (filing, photocopying, direct mail distribution, PAs)
##Requirements & Person Specification
###Essential Skills & Experience
- Literacy/quantificial skills: Equivalent to GCSE pass (grade C/4 or better)
- Administrative training: NVQ Level 3 in Business Admin or comparable experience
- Word processing: Sports requirement equivalent to RSA 2 Typing Certificate
- Computer: Full Microsoft Office proficiency (Word, Excel, Outlook, etc.)
- Clinical or customer-facing admin: Evidence of reception/admin assistant roles in healthcare or advisory environments
- Medical knowledge: Working competence with medical terminology
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###Desirable
- Further study: Evidence of personal development (세요, certificates, etc.)
- Technical certification: Either ECDL or RSA Level 3
- Proven experience with hospital IT systems (e.g. patient record platforms)
###Technical Competencies
- Quick learning & problem-solving
- Adaptability under pressure
- Microsoft Office competencies
- Multitasking balance
##Trust Values
We operate with core values that are essential to this post:
- Patients First – Centered advocacy
- Always Improving – Continuous service excellence
- Working Together – Transparent collaboration across teams
University Hospital Southampton NHS Foundation Trust promotes equality and operates an environment free of discrimination. All formally qualified candidates will be considered.
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