PALS and Complaints Assistant
At a glance
- Band
- Band 3
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 11/09/2026
- Closes
- 25/09/2026
Sponsorship verdict
Sponsorship is not clearly stated in this advert.
The advert didn't contain a clear role-specific sponsorship line, so HiveMind can't confirm eligibility. Verify with the recruiting manager or trust HR before you apply.
Role summary
This role supports the Complaints Service by processing complaints and concerns according to NHS regulations and Trust policies. You will act as a facilitator for patients, carers, and families, helping to resolve issues quickly. The assistant serves as a visible contact point, providing information on NHS services and how to make a complaint. You will also refer patients to external advocacy services when appropriate.
Essential criteria
- Good general education to 1st Diploma level or equivalent GCSE English - Grades A to C or 5 and above
- A working knowledge of the NHS Complaints Procedure and the PALS Service
- At least 1 year in a Customer Service setting
Desirable criteria
- Using Risk Management IT Systems, particularly DATIX and/or Datix WEB
- Skills, abilities, and knowledge
- Microsoft applications specifically, Word, Excel, and PowerPoint MS Outlook
- Ability to work unsupervised and on own initiative
- Ability to manage fluctuating deadlines
- Ability to manage diary
- Understanding of medical terminology
- Qualifications/training and professional development
- Good general education to 1st Diploma level or equivalent GCSE English - Grades A to C or 5 and above
- A working knowledge of the NHS Complaints Procedure and the PALS Service
- At least 1 year in a Customer Service setting
- Using Risk Management IT Systems, particularly DATIX and/or Datix WEB
- Skills, abilities, and knowledge
- Microsoft applications specifically, Word, Excel, and PowerPoint MS Outlook
- Ability to work unsupervised and on own initiative
- Ability to manage fluctuating deadlines
- Ability to manage diary
- Understanding of medical terminology
Useful to know
Agenda for Change 2024/25 pays Band 3 at £24,625 – £25,674 a year, across England.
This advert: £25,760 – £27,476 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
The Queen Elizabeth Hospital King's Lynn NHSFT
PALS and Complaints Assistant
The closing date is 25 September 2026
Job summary
As Complaints and Pals Assistant you will actively assist and support the Complaints Service in the processing of complaints and concerns received by the Trust in accordance with the NHS Complaint Regulations, the Trust Complaints Handling Policy and Procedure and the PALS Operational Policy.
You will act as a facilitator in relation to the concerns of patients, carers, families and visitors and to help negotiate resolutions to issues as speedily as possible.
The Complaints and Pals assistant is a visible contact point for patients, carers, families and visitors seeking support or information on all aspects of NHS services, including how to make a complaint about services the Trust provides. To refer patients on to external advocacy services either where requested to do so or where this is deemed appropriate.
Main duties of the job
Duties of the Complaints and Pals assistant include:
- Supporting the provision of a personal, visible and accessible Customer service
- Accurately recording all contacts, interventions and outcomes onto the Trust risk management database.
- Being responsible for escalating a concern where patient safety is at risk
- Receiving concerns, compliments and feedback from patients, carers, families and visi
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