Job summary Working Full or Part time Patient experience starts with the patient. Listening and designing services to meet the needs of our patients and their families. Are you passionate about ensuring our patients, their relatives and friends have outstanding experience of our care? At Countess of Chester NHS Trust, we strive to deliver the highest standards of customer service and the Patient Advice and Liaison Service (PALS) is a key part of this. Responding to enquiries received via our drop-in service, email, telephone and online reviews, the team provide a recognised invaluable service to patients, relatives, and other stake-holders. The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers. As a PALS officer you will help to signpost and provide information, help resolve concerns or problems for service users, and to help to improve the NHS by listening to concerns and suggestions. Previous applicants need not apply. Main duties of the job The Team requires the support of a Complaints and PALS Administrator to support the PALS team on a temporary basis. The post holder will be required to work 37.5 hours a week, Monday to Friday (excluding public holidays). The post holder will be required to work at the Countess of Chester site. Part time hours can be considered. The ideal candidate will have a background of working in a patient experience or similar customer service or patient facing role. We are seeking someone with outstanding communication skills, who has the ability to prioritise, organise and respond in a timely manner to enquiries. Patient focus is essential to the role, as is the ability to work on own initiative and shows a positive and proactive 'can-do' attitude, and is able to work independently or as part of a team. Previous experience of using clinical systems 'Datix', would be a distinct advantage, but training will be provided to the successful candidate. If you like to help people and make a difference, are a problem solver, have good negotiation and influencing skills, empathy, resilience and have a flexible approach, we would like to hear from you. About us The Countess of Chester Hospital NHS Foundation Trust provides services to West Cheshire and to Welsh patients covered by Betsi Cadwaladr University Health Board. The Trust works collaboratively within the wider Cheshire and Merseyside Health and Care Partnership. Its services are provided from three locations: o The Countess of Chester Hospital: providing 438 general and acute beds.o Ellesmere Port Hospital: providing 56 beds as a rehabilitation, intermediate and outpatient facility.o Tarporley War Memorial Hospital: a base for community services which serve the local rural population. The Trust employs over 6258 staff (headcount) which includes temporary bank staff and provides acute emergency and elective services, primary care direct access services and obstetric services to a population of approximately 407,000. This includes 357,000 residents in Chester and West Cheshire which includes Ellesmere Port and Neston as well as the Deeside area of Flintshire which has a population of approximately 50,000. The Trust is a busy district general hospital and in 2022/2023, there were more than 503,342 patient attendances (inpatient, outpatient and diagnostic) ranging from a simple outpatient appointment to major cancer surgery. This is an increase of nearly 10,000 compared to the previous year when there were 494,387 patient attendances. Date posted 03 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year pa pro rata Contract Fixed term Duration 3 months Working pattern Full-time, Part-time Reference number 210-2025-56-A Job locations Countess of Chester Hospital Liverpool Road Chester CH2 1UL Job description Job responsibilities See Job Description for further details. Recruitment selection processes are based on competence (see Person specification) and values. Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £27.50(standard) or £55.50(enhanced), this cost will be deducted from your salary over the first three months of employment. You are encouraged to enrol for the DBS Update Service. A small annual fee of £16per year applies. New entrants to the NHS will commence on the minimum of the scale stated above. Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date. Good luck with your application. Job description Job responsibilities See Job Description for further details. Recruitment selection processes are based on competence (see Person specification) and values. Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £27.50(standard) or £55.50(enhanced), this cost will be deducted from your salary over the first three months of employment. You are encouraged to enrol for the DBS Update Service. A small annual fee of £16per year applies. New entrants to the NHS will commence on the minimum of the scale stated above. Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date. Good luck with your application. Person Specification Qualifications Essential NVQ Level 3 or equivalent RSA 3 Typing / office-related qualification/s and evidence of their use or equivalent experience Computer literate (to ECDL standard or equivalent) Knowledge and experience Essential Use of Microsoft Office packages including Word, Excel and Powerpoint Desirable Previous administration experience NHS Experience Skills and abilities Essential Ability to communicate at all levels - written and verbal Ability to work autonomously when manager is not present Effective organisational skills Effective time management skills Evidence of working well within a team Person Specification Qualifications Essential NVQ Level 3 or equivalent RSA 3 Typing / office-related qualification/s and evidence of their use or equivalent experience Computer literate (to ECDL standard or equivalent) Knowledge and experience Essential Use of Microsoft Office packages including Word, Excel and Powerpoint Desirable Previous administration experience NHS Experience Skills and abilities Essential Ability to communicate at all levels - written and verbal Ability to work autonomously when manager is not present Effective organisational skills Effective time management skills Evidence of working well within a team 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Countess of Chester Hospital NHS Foundation Trust Address Countess of Chester Hospital Liverpool Road Chester CH2 1UL Employer's website https://www.coch.nhs.uk/working-with-us.aspx (Opens in a new tab)