Betsi Cadwaladr University Health Board
PEARS (People Enquiry and Resolution Service) Administrator
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Overview
The post holder will provide efficient and effective administrative services to the Patient Enquiry, Advice, Resolution Service (PEARS) encompassing patient enquiries, feedback, and complaints to support the Quality Directorate to support Patient Safety.
To provide administration support for a range of services delivered by the Patient Enquiry, Advice, Resolution Service team.
- Act as the daily contact to respond to enquiries or concerns from patients/relatives/carers and staff; and signpost as appropriate.
- Support and arrange listening conversations (if required) to enable early resolution to low-level concerns as required under the new Listening to People: The NHS Complaints, Incident and Redress Process (April 2026).
Main duties of the job
The post holder will:
- Understand and follow the Listening to People: The NHS Complaints, Incident and Redress Process (April 2026) process, supporting Investigating Officers to do the same.
- Use clinical systems to gather and confirm details in order that complaints and enquiries are allocated and logged correctly.
- Have the relevant knowledge to enable them to challenge triaged complaints, if it is felt that they have been graded incorrectly or allocated to the wrong service.
- Listen to all concerns and enquiries (formal, informal & compliments) & resolve them or refer them to the most appropriate person.
- Check if other services are or have been involved, linking these & updating the complaint / enquiry.
- Complete a final format check of investigation reports & letters & amend, where necessary. Then close the complaint & inform the Investigating Officer.
- Develop and control administrative systems in order to help manage the Patient Enquiry, Advice, Resolution Service and Complaint Team’s workload.
- Act on their own initiative to prioritise their workload.
- Help to train new colleagues.
The ability to speak Welsh is essential for this role.
Working for our organisation
If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute, and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
- Enjoy being part of working with engaged leadership at all levels.
- Be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.
- Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
- The ability to speak Welsh is essential for this post; Welsh and/or English speakers are equally welcome to apply.
- Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
Detailed Job Description And Main Responsibilities
The post holder will:
- Deal with complaints and sensitive information with confidentiality & discretion at all times, in order to meet the requirements of the Listening to People: The NHS Complaints, Incident and Redress Process (April 2026) & Data Protection legislation.
- Use BUHB software to access confidential patient information in relation to complaints.
- Work to a weekly rota to manage the department’s phoneline & inboxes.
- Log complaints & outcomes of early resolutions & upload all documents to the reporting system on a daily basis.
- Investigate early resolutions, resolving them where possible.
- Monitor items pending & follow up outstanding information to ensure that complaints are concluded in a timely manner.
- When complaints are not answered within a specified timeframe, send out holding letters.
- Liaise with the Inquest Team regarding enquiries involving deceased patients in order to see if there is going to be an inquest & if so, link this to the complaint.
- Check whether the patient has made previous complaints & link these to the new complaint.
- Check medical records for additional, relevant information before scanning to the Public Services Ombudsman for Wales (PSOW).
- Undertake SMART surveys & send to the relevant area for investigation.
- Provide administrative support to the Patient Enquiry, Advice, Resolution Service and Complaints Team, including managing diaries, scheduling appointments, typing, producing & sending reports as well as opening, scanning, logging, filing & filtering daily incoming communications.
- Schedule meetings, arrange venues, collate & send out papers to delegates & take minutes.
- Order, store & issue stationary for the department.
- Attend relevant courses & ensure that mandatory training is up-to-date.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Essential criteria
- GCSE standard for Maths and English or equivalent experience
- Required to hold NVQ Level 3 or equivalent experience
- Experience of office and administration procedures
- Experience of setting up and using filing/IT systems
- Familiar with DATIX, WPAS and Welsh Clinical Portal
- Basic computer skills
- Excellent Customer Care Skills
- Understand the importance of confidentiality
Desirable criteria
- ECDL or equivalent
Interview
Essential Criteria
- Ability to communicate clearly and precisely both verbally and in writing
- Demonstrate a breadth of experience and ability to apply this to practice
- Demonstrate recent effective contribution to multidisciplinary working
Desirable criteria
- Awareness and willingness to be involved in implementing change
- Able to work in complex situations
- Able to challenge and offer viable alternatives
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location