University Hospital Southampton NHS FT
PALS / Complaints Administrator
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PALS / Complaints Administrator
Patient Advice and Liaison Service (PALS) / Complaints Administrative Support Officer – Job Description
Job Overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.
Please see below for a detailed job description of the administrative support role within our PALS (Patient Advice and Liaison Service) and complaints team—supporting patients and their families across University Hospitals Southampton.
About the Team & Organisation
The role supports a small but collaborative team (Monday–Friday, 0800–1600) consisting of PALS Officers (PSOs) and complaints handlers. Our team:
- Provides a first point of contact for patients/client challenges, enquiries, and concerns
- Acknowledges complaints, feedback, and complaints cases via our electronic systems
- Ensures data integrity, timeliness, and professional correspondence in alignment with NHS policies
We are managed by:
- A registered nurse for PALS oversight
- An experienced complaints manager
Within University Hospital Southampton, one of England’s largest acute teaching trusts—where continuous learning and development are prioritised to advance your career. Located on the UK's south coast, we offer easy access to London, the New Forest, South Downs, and the Jurassic Coast.
Our commitment to flexible working, diversity, and inclusion means we actively support staff in balancing legacies and wellbeing, creating an environment which fosters amazing outcomes for patients and teams.
Main Duties & Responsibilities
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Supporting the PALS and complaints teams involves:
Key Responsibilities
-
First point of contact for patients and their relatives attending the PALS office:
- Provide friendly, professional, and effective initial communication
- Take a structured summary of concerns or queries
- Direct patients to relevant services or/PALS case officers
-
Paperless administration: Ensure electronic systems (complaints portal, records, etc.) are up-to-date with high data quality as per Trust ethical and GDPR standards.
-
Electronic system proficiency:
- Maintain competence in current software/platforms
- Complete mandatory training on new systems to minimise administrative inefficiencies.
-
General admin duties:
- Filing, photocopying, diary management, and mail distribution
-
Enhanced communication processes:
- Routine ackowledgement of complaints/feedback
- Federal data entry: Unitary records within aesthetic haven, Medical terminology understanding aren’t necessary however, supportive coping time against data relevant terminology used also aid quality compelled data population.
What We’re Looking For
Experience & Qualifications
Essential Criteria
- Secondary education standard in literacy and numeracy (GSCE/Gribble pass level or equivalent)
- NVQ Level 3 in Business & Administration (or equivalent experience)
- RSA Level 2 for Word Processing/Typing (or equivalent)
- Proficient across all Microsoft Office systems
- Clinical receptionist, administration or customer-focused roles experience (direct or ancillary patient-facing setting)
- Knowledge of medical terminology (useful; helpful to administrative processes in general healthcare)
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Desirable Criteria
- CPD/intermediate degree/diploma (‘post-GCSE’)
- ECDL Certificate
- RSA Level 3 certification in advanced word processing or IT
- Proven experience with hospital-specific patient systems (EMIS/Any bend of NHS transcripts)
Key Skills & Attributes
Essential Competencies
- Fast learner and information assimilator
- Strong communication skills
- Basic digital literacy and IT proficiency (applicants to demonstrate include word documents, spreadsheets usage)
- Microsoft Office competency (MS Word, Excel, Outlook).
- Multitasker with keenness for prioritising workloads
- Flexible, professional, and ability to work closely in small team
- Remaining customer-focused under observational/operational pressure
Attritional Standards
Aligned with NHS Values:
- Patients First (centence-driven governance)
- Always Improving (Closer collaboration)
- Working Together (Regular meetings with reducing gaps to service feedback purposes)
Important Requirements
During the application process, candidates are strongly urged to refrain from submitting generic or AI-generated applications. Our recruitment team prioritises applicants who:
- Highlight unique skills and personal achievement
- Showcase genuine experiences (overflows of AI-generated statements offer less insight).
Any misrepresentation may prompt application dismissal.
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