Betsi Cadwaladr University Health Board
PEARS (People Enquiry and Resolution Service) Administrator
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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 & follow the Listening to People: The NHS Complaints, Incident and Redress Process (April 2026) process, supporting Investigating Officers to do the same. They will use clinical systems to gather & confirm details in order that complaints and enquiries are allocated & logged correctly. They will also 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.
The individual will listen to all concerns and enquiries (formal, informal & compliments) & resolve them or refer them to the most appropriate person. They will check if other services are or have been involved, linking these & updating the complaint / enquiry.
The individual will complete a final format check of investigation reports & letters & amend, where necessary. They will then close the complaint & inform the Investigating Officer.
The post holder will develop & control administrative systems in order to help manage the Patient Enquiry, Advice, Resolution Service and Complaint Team’s workload. They will also act on their own initiative to prioritise their workload.
The post holder will 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.
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Enjoy being part of working with engaged leadership at all levels, and 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 & 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. They will also use BUHB software to access confidential patient information in relation to complaints.
The individual will work to a weekly rota to manage the department’s phoneline & inboxes. They will log complaints & outcomes of early resolutions & upload all documents to the reporting system on a daily basis. They will investigate early resolutions, resolving them where possible. They will 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, they will send out holding letters.
The post holder will 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. They will also check whether the patient has made previous complaints & link these to the new complaint.
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The individual will check medical records for additional, relevant information before scanning to the Public Services Ombudsman for Wales (PSOW).
The post holder will undertake SMART surveys & send to the relevant area for investigation.
The individual will 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. They will also schedule meetings, arrange venues, collate & send out papers to delegates & take minutes. Finally, they will order, store & issue stationary for the department.
The post holder will attend relevant courses & ensure that mandatory training is up-to-date.
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
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
Desirable criteria
- Familiar with DATIX, WPAS and Welsh Clinical Portal
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
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