The following skills and experience will be required and are essential for the successful candidates: Support the PALS and Complaints team to deal efficiently and effectively with direct and indirect (i.e. telephone, face to face) enquiries from patients, all levels of medical and nursing staff, GPs, Social Services and other health professionals and staff. Record all enquiries, provided including routine and non-routine information and non-clinical advice. Support resolving problems where possible. Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients. Attend to all communications, for example, emails, and letters, phone calls, on a daily basis and prioritising and actioning as required. Accurately record all correspondence. Generate routine and non-routine correspondence independently. Assist patients and their Carers by arranging translation/interpretation facilities. Update DATIX and other internal systems. Assist the PALS and Complaints Team with data management utilising PAS and other departmental patient databases. Assist PALS and Complaints cases and investigations, recording results and outcomes, escalating to senior staff as required. Please refer to the Job Description for the full specification of responsibilities and requirements for this post.