Complaints and PALS Co-ordinator
At a glance
- Band
- Band 6
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 16/09/2026
- Closes
- 30/09/2026
Sponsorship verdict
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Role summary
This role involves coordinating and managing the Trust's response to patient queries and complaints, ensuring efficient handling and resolution. You will supervise responses, maintain accurate databases, and facilitate resolution meetings between complainants and clinicians. The position requires excellent communication skills, resilience, and a thorough understanding of the NHS Complaints process.
Essential criteria
- oDegree or equivalent with considerable experience of NHS complaints, advice or equivalent
- oExcellent standard of literacy and numeracy and attention to detail
- oEvidence of excellent writing ability - clarity, sensitivity and use of plain English
- oIT literate: Experienced in the use of Word, Excel, Outlook, email, Internet and database management
- oPrevious experience of managing and influencing people
- oExperience of writing reports at service level containing both narrative and data
Desirable criteria
- oPost-Graduate qualification
- oKnowledge of electronic complaints management systems for example Ulysses
- oUnderstanding of Data Protection and Freedom of Information Acts
- oRSA II minimum or equivalent
- oGood understanding of medical terminology
- Job related Aptitude / Skills
- Ability to assimilate information quickly, to assess a situation and resolve it appropriately and assist others to develop their skills
- Ability to communicate confidently with public and staff at all levels in both writing and verbally
- Ability to explain information to others according to their knowledge and understanding
- Able to prioritise competing deadlines and demands
- Demonstrated abilities to work well under pressure and adhere to tight deadlines
- Excellent interpersonal skills which demonstrate the Trust's values in action
- Excellent administrative, organisational, secretarial and computing skills
- Able to both make decisions independently and seek guidance where appropriate
- Methodical with attention to detail
- Able to concentrate on task despite frequent interruptions
- Excellent understanding of the Trust's Values and ability to demonstrate othese during the course of daily work
- Cope with the stresses of colleagues within the team and show respect towards others
- Personal Disposition
- oConfident, efficient and professional in their approach to all work
- oAble to remain calm and professional in response to challenging behaviour
- oBe non-judgemental, tactful, diplomatic and at ease with people at all levels
- oDemonstrate ability to work unsupervised, using own initiative and as a member of the team
- oA willing, flexible and committed approach
- oSense of compassion
- oSense of humour
- oSmart, professional appearance at all times
- oDegree or equivalent with considerable experience of NHS complaints, advice or equivalent
- oExcellent standard of literacy and numeracy and attention to detail
- oEvidence of excellent writing ability - clarity, sensitivity and use of plain English
- oIT literate: Experienced in the use of Word, Excel, Outlook, email, Internet and database management
- oPrevious experience of managing and influencing people
- oExperience of writing reports at service level containing both narrative and data
- oPost-Graduate qualification
- oKnowledge of electronic complaints management systems for example Ulysses
- oUnderstanding of Data Protection and Freedom of Information Acts
- oRSA II minimum or equivalent
- oGood understanding of medical terminology
- Job related Aptitude / Skills
- Ability to assimilate information quickly, to assess a situation and resolve it appropriately and assist others to develop their skills
- Ability to communicate confidently with public and staff at all levels in both writing and verbally
- Ability to explain information to others according to their knowledge and understanding
- Able to prioritise competing deadlines and demands
- Demonstrated abilities to work well under pressure and adhere to tight deadlines
- Excellent interpersonal skills which demonstrate the Trust's values in action
- Excellent administrative, organisational, secretarial and computing skills
- Able to both make decisions independently and seek guidance where appropriate
- Methodical with attention to detail
- Able to concentrate on task despite frequent interruptions
- Excellent understanding of the Trust's Values and ability to demonstrate othese during the course of daily work
- Cope with the stresses of colleagues within the team and show respect towards others
- Personal Disposition
- oConfident, efficient and professional in their approach to all work
- oAble to remain calm and professional in response to challenging behaviour
- oBe non-judgemental, tactful, diplomatic and at ease with people at all levels
- oDemonstrate ability to work unsupervised, using own initiative and as a member of the team
- oA willing, flexible and committed approach
- oSense of compassion
- oSense of humour
- oSmart,
Useful to know
Agenda for Change 2024/25 pays Band 6 at £37,338 – £44,962 a year, across England.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
Oxford University Hospitals NHS Foundation Trust
Complaints and PALS Co-ordinator
The closing date is 30 September 2026
Job summary
An exciting opportunity has arisen for a Complaints and PALS Co-ordinator to join the existing well-established team at the Oxford University Hospitals NHS Trust.
We are looking for someone who is personable and self-motivated with the ability to cope under the stresses and pressure that comes from dealing with complaints on a daily basis. The ability to work autonomously and as part of a team is essential. Resilience is key to this role.
You must be an excellent communicator, who remains calm and professional at all times. A proven track record of high level written and verbal communication skills is essential, as is the ability to prioritise and meet challenging deadlines.
You will be expected to facilitate resolution meetings between complainants and clinicians, ensuring these are conducted in an appropriate, supportive environment.
Well developed telephone skills and be able to extract and summarise the essence of a verbal complaint without preconceptions or judgement is required.
The role is demanding, therefore you must be able to prioritise and take responsibility for your workload. Confidence to liaise with people at all levels.
Previous experience of working in the NHS Complaints system or similar is welcome, but not essential
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