University Hospital Southampton NHS FT
PALS / Complaints Administrator
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PALS / Complaints Administrator
Job Overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.
Please see below for detailed job description of the role.
Main Duties of the Job
We are looking for a friendly, efficient, and conscientious person to support the patient support officers and the complaints team with the administrative tasks required for the effective delivery of the service. This includes being the first contact for patients coming to the PALS office, assisting with complaint acknowledgments, acknowledging feedback and sending to the relevant team, setting up complaint cases and inputting data relevant to complaints.
We are a small team of PALS officers (PSO) and complaints handlers offering support to all patients under the care of University Hospitals Southampton. The team are available Monday to Friday between the hours of 0800 and 1600.
The team are friendly and supportive and work closely to manage the needs of the service to provide the best outcome for the complainants and the Trust. The PALS team is managed by a registered nurse who provides clinical oversight and the complaints team is managed by an experienced complaint manager.
Working for our Organisation
University Hospital Southampton is one of England's largest acute teaching Trusts, offering a wide range of learning and development opportunities to support your career aspirations.
Located on the south coast with an international airport and direct rail links to London, Southampton offers an ideal setting to live and work, with the New Forest, South Downs and Jurassic Coast.
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At UHS, we’re committed to providing a flexible working environment where possible. Whether you are balancing family, study, or your wellbeing with your career, we want to support you so you can help our patients.
At UHS, we proudly champion individuality, recognising that outstanding care is only possible with a diverse, inclusive team. We’re committed to creating an anti-racist, anti-discriminatory environment where everyone feels valued, safe, and empowered to make a meaningful impact in our communities. We welcome applicants of all backgrounds, identities, and experiences to join us in building a healthcare community where everyone can belong, thrive, and contribute.
What You’ll Do
Detailed Job Description and Main Responsibilities
- Ensure good customer service by providing a professional and effective initial face to face contact with patients and their relatives attending the PALS office, obtaining a summary of their concerns and queries and directing them to either another service or a PALS case officer.
- Ensure appropriate electronic systems are kept up to date; ensuring that information entered onto the system is in line with the Trust’s data quality standards.
- Be proficient in the use of all electronic systems in relation to the role and undertake training as required if new technology / systems are introduced, to ensure competencies are maintained and efficiencies of the administrative processes are maximised.
- General administrative duties including filing, photocopying, diary management and distribution of mail.
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What We’re Looking For
- Experience as a Receptionist or Admin Assistant linked to a clinical service or customer focused environment.
- Diploma level qualification or equivalent experience.
- Good communication and general IT skills.
- Able to work with a team and prioritise own work.
Person Specification
Qualifications, Knowledge And Experience
Essential Criteria
- Good standard of secondary education with literacy and numeracy skills demonstrable to GSCE pass level or equivalent standard.
- NVQ Level 3 in Business Admin or equivalent level of experience.
- RSA 2 word processing/typing or equivalent experience.
- Proficient in all aspects of Microsoft Office.
- Experience as a Receptionist or Admin Assistant linked to a clinical service or customer focused environment.
- Knowledge of medical terminology.
- Administrative and organisational experience.
Desirable Criteria
- Courses / further study attended to demonstrate evidence of personal development.
- Diploma level qualification or equivalent experience.
- European Computer Driving Licence (ECDL).
- RSA 3.
- Proficient in the use of all hospital computerised patient systems.
Skills and Competencies
Essential Criteria
- Ability to learn and assimilate information quickly.
- Communication.
- General IT skills.
- Microsoft Office skills.
- Multitasking.
- Prioritisation.
- Teamwork.
- Working under pressure.
Trust Values
Essential Criteria
- Patients First.
- Always Improving.
- Working Together.
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