Job summary An exciting opportunity has arisen to join the existing Patient Advice and Liaison Service (PALS) and Complaints team as a PALS Officer within the wider Patient Experience team. Main duties of the job We are looking for a dynamic, motivated individual who works well under pressure. The successful candidate will have excellent verbal communication skills, particularly in dealing with difficult or challenging situations and will have demonstrable experience of working in a patient, public or customer facing role, as well as a clear understanding of national complaints regulations. The post holder will have a good understanding of the work carried out by PALS within the NHS and a base knowledge of the NHS Complaints process. Going forward, this post holder will be required to be available to support a seven day service. About us The James Paget University Hospitals NHS Foundation Trust serves a population of around 250,000 people in the Great Yarmouth, Lowestoft and Waveney areas. The Trust provides an integrated hospital and community children's service. Patient and staff experience is important to us and these are the behaviours we live by: Collaboration Accountability Respect Empowerment Support Date posted 03 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number 177-CORP-6879708 Job locations James Paget University Hospital NHS Foundation Trust Lowestoft Road Gorleston, Great Yarmouth NR31 6LA Job description Job responsibilities To support the provision of a personal, visible and accessible Patient Liaison and Advice Service (PALS). To receive concerns, compliments and feedback from patients, carers and visitors via email, telephone and face to face and to identify the best course for resolution, where required. The successful applicant will need to offer practical advice and support to address enquiries and signpost to other services. Job description Job responsibilities To support the provision of a personal, visible and accessible Patient Liaison and Advice Service (PALS). To receive concerns, compliments and feedback from patients, carers and visitors via email, telephone and face to face and to identify the best course for resolution, where required. The successful applicant will need to offer practical advice and support to address enquiries and signpost to other services. Person Specification Education and Qualifications Essential 5 GCSEs or equivalent, including English to a high standard Good general education Desirable Communications skills training Conflict Resolution training Experience and knowledge Essential Managing difficult situations Working with members of the general public Dealing with dissatisfied customers either face to face or by telephone Desirable Working in a healthcare environment Skills, abilities and competencies Essential Excellent communication skills, including telephone communication IT skills, including working with databases Letter writing skills Ability to respond to senior clinicians to reach a satisfactory resolution Ability to work under pressure and to strict timescales Behavioural qualities Essential Courteous and Respectful Kind and Helpful Responsive Communication Effective and Professional Person Specification Education and Qualifications Essential 5 GCSEs or equivalent, including English to a high standard Good general education Desirable Communications skills training Conflict Resolution training Experience and knowledge Essential Managing difficult situations Working with members of the general public Dealing with dissatisfied customers either face to face or by telephone Desirable Working in a healthcare environment Skills, abilities and competencies Essential Excellent communication skills, including telephone communication IT skills, including working with databases Letter writing skills Ability to respond to senior clinicians to reach a satisfactory resolution Ability to work under pressure and to strict timescales Behavioural qualities Essential Courteous and Respectful Kind and Helpful Responsive Communication Effective and Professional 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 James Paget University Hospitals NHS Foundation Trust Address James Paget University Hospital NHS Foundation Trust Lowestoft Road Gorleston, Great Yarmouth NR31 6LA Employer's website https://www.jpaget.nhs.uk/work-for-us/ (Opens in a new tab)