Patient Experience Advisor
At a glance
- Band
- Band 5
- Contract
- Permanent
- Pattern
- Part-time
- Posted
- 16/09/2026
- Closes
- 27/09/2026
Sponsorship verdict
This contract type is not eligible for Skilled Worker sponsorship.
NHS Trusts cannot issue a Certificate of Sponsorship for part-time, bank, locum, zero-hours, job-share or short fixed-term (under 12 months) contracts under current Home Office rules. This applies even when the wider Trust holds a Skilled Worker licence.
Role summary
This role involves acting as the first point of contact for patients, families, and carers raising concerns or complaints about their care. You will manage and respond to complaints professionally, ensuring they align with NHS regulations and Ombudsman standards. The position requires liaising with clinical teams, maintaining accurate records, and promoting continuous improvement in patient experience. You will also handle PALS queries and identify improvements based on feedback.
Essential criteria
- Degree level qualification or equivalent experience in a relevant field
- 3 years' experience of working in a complaints or patient experience role
- High degree of computer literacy and sound proven experience of using Word, Excel and Outlook
- Excellent written and verbal skills and the ability to communicate at all levels, both internally and externally and with both Trust staff and members of the public
- Knowledge and understanding of the princi-ples and practice of complaints handling, PALS ,patient experience
- Ability to deal with complex, confidential and sensitive information in an appropriate manner
- Knowledge of Care Quality Commission and other external regulators
- Qualifications/Experience
- Degree level qualification or equivalent experience in a relevant field
- 3 years' experience of working in a complaints or patient experience role
- High degree of computer literacy and sound proven experience of using Word, Excel and Outlook
- Excellent written and verbal skills and the ability to communicate at all levels, both internally and externally and with both Trust staff and members of the public
- Knowledge and understanding of the princi-ples and practice of complaints handling, PALS ,patient experience
- Ability to deal with complex, confidential and sensitive information in an appropriate manner
- Knowledge of Care Quality Commission and other external regulators
Useful to know
Agenda for Change 2024/25 pays Band 5 at £29,970 – £36,483 a year, across England.
This advert: £32,073 – £39,043 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 11d
Plenty of time to prepare a strong application.
Full advert · preview
Sussex Community NHS Foundation Trust
Patient Experience Advisor
The closing date is 27 September 2026
Job summary
About the Role We are looking for a compassionate and detail-orientedPatient Experience Advisor to join our team. This role is central to ensuring that patients, families, and carers receive a positive experience when raising concerns or complaints about their care. You will act as the first point of contact for individuals who wish to provide feedback, ensuring that all complaints are handled professionally, promptly, and in line with the Parliamentary Health Service Ombudsman complaint handling standards.
Main duties of the job
Key Responsibilities
- Manage and respond to patient complaints and concerns in accordance with NHS Complaints Regulations.
- Provide clear, empathetic communication to patients and families throughout the complaints process.
- Liaise with clinical and non-clinical teams to support investigations and resolve issues effectively.
- Maintain accurate records and produce reports to support service improvement.
- Promote a culture of openness, learning, and continuous improvement across the Trust.
About You
- Excellent communication and interpersonal skills with a strong sense of empathy.
- Ability to remain calm and professional in challenging situations.
- Strong organisational skills and attention to deta
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