Job summary To help patients, service users, carers, members of the public and staff access information about Trust services and help them to resolve their queries. Main duties of the job To assist in the development and implementation of an efficient, comprehensive and confidential administrative, clerical and secretarial function to the PALS team. Improve the individual's experience of healthcare by seeking feedback, listen and understand; proactively liaise between relevant staff; keep individuals informed and updated. Support patients and carers in resolving their concerns/complaints and achieve early resolution where possible. Work flexibly in response to workload priorities to support cross-team working and to contribute to the overall service of the PALS. Adhere to NHS complaints, trust and departmental policies and procedures; maintain accurate and up-to-date manual and electronic records including Datix Web. About us Salisbury NHS Foundation Trust (SFT) is an innovative hospital with a proud heritage and over 250 years of experience behind us. Here we're driven to deliver an outstanding experience for everyone and have been well regarded for the quality of care and treatment we continue to provide for our patients and also our staff. We are an acute Trust, rated "Good" by the CQC, with a track record of high performance providing regional and super regional specialist services such as: Burns, Plastics & Reconstructive Surgery, Wessex Regional Genetics Laboratory, Wessex Rehabilitation, Spires Cleft Centre and the Duke of Cornwall Spinal Treatment Centre. We have about 470 beds and employ over 4000 staff. We support flexible working and will consider requests taking into account the needs of the service. We think working here is pretty rewarding. You can access a range of NHS discounts, receive a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme. On-site benefits include car parking (fee applies), leisure centre, day nursery and holiday play scheme. Salisbury is an attractive place to live and work and really gives you the best of everything. With easy access to London and local airports, the city of Southampton is only a short train or car journey away or if you prefer the sea, Bournemouth is also accessible. Don't just take our word for it, why not explore what Salisbury has to offer by visiting www.experiencesalisbury.co.uk Date posted 10 March 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Pro-rata Contract Permanent Working pattern Part-time Reference number 269-SFT9016 Job locations Salisbury District Hospital Odstock Road Salisbury SP2 8BJ Job description Job responsibilities Please see attached Job description and person specification for full details of roles and responsibilities Job description Job responsibilities Please see attached Job description and person specification for full details of roles and responsibilities Person Specification Essential Essential oKnowledge of administrative procedures and systems acquired through NVQ 3 or equivalent oGCSE English language and maths, or equivalent oClerical/secretarial experience, including taking meeting notes/transcripts at meetings. oExperience of dealing with the general public, ideally in a healthcare setting. oWorking to deadlines oAbility to use Word, Excel, Powerpoint, e-mail and information systems including data inputting and use of spreadsheets and databases (preferably Datix Web), contribution to producing reports and graphs. oKnowledge of NHS complaints procedures. oAble to withstand periods of being exposed to distressing or emotional circumstances; dealing with distressed, angry, aggressive or unreasonable people; dealing with complaints, allegations of abuse or lack of resource issues. oAbility to deal with confidentiality and sensitive information with discretion and integrity. oAbility to communicate and be responsive to service users and staff in a variety of ways including face-to-face, by phone and in writing. oWork within Trust policies and procedures to ensure concerns are dealt with appropriately, referring complex enquires to the complaints coordinators. oDeal with people who may be distressed, angry or anxious and who may be in need of reassurance in a sensitive and compassionate manner. oAble to receive, assess and communicate complex information. oAccurately record patient information. oOrganisational skills and able to manage own workload on a day to day basis. oAble to follow process and adhere to procedures. oGood record keeping with attention to detail and accuracy oAble to work as part of a team. oCalm, friendly, approachable and compassionate manner oPatient-centred and guided by customer care principles. oValues team working and team support. oSelf-motivated and resourceful and willing to learn. Person Specification Essential Essential oKnowledge of administrative procedures and systems acquired through NVQ 3 or equivalent oGCSE English language and maths, or equivalent oClerical/secretarial experience, including taking meeting notes/transcripts at meetings. oExperience of dealing with the general public, ideally in a healthcare setting. oWorking to deadlines oAbility to use Word, Excel, Powerpoint, e-mail and information systems including data inputting and use of spreadsheets and databases (preferably Datix Web), contribution to producing reports and graphs. oKnowledge of NHS complaints procedures. oAble to withstand periods of being exposed to distressing or emotional circumstances; dealing with distressed, angry, aggressive or unreasonable people; dealing with complaints, allegations of abuse or lack of resource issues. oAbility to deal with confidentiality and sensitive information with discretion and integrity. oAbility to communicate and be responsive to service users and staff in a variety of ways including face-to-face, by phone and in writing. oWork within Trust policies and procedures to ensure concerns are dealt with appropriately, referring complex enquires to the complaints coordinators. oDeal with people who may be distressed, angry or anxious and who may be in need of reassurance in a sensitive and compassionate manner. oAble to receive, assess and communicate complex information. oAccurately record patient information. oOrganisational skills and able to manage own workload on a day to day basis. oAble to follow process and adhere to procedures. oGood record keeping with attention to detail and accuracy oAble to work as part of a team. oCalm, friendly, approachable and compassionate manner oPatient-centred and guided by customer care principles. oValues team working and team support. oSelf-motivated and resourceful and willing to learn. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Salisbury NHS Foundation Trust Address Salisbury District Hospital Odstock Road Salisbury SP2 8BJ Employer's website https://www.salisbury.nhs.uk/ (Opens in a new tab)