PALS Officer
At a glance
- Band
- Band 3
- Contract
- Bank
- Pattern
- Full-time, Part-time, Job share
- Posted
- 17/09/2026
- Closes
- 01/10/2026
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 is a temporary PALS Officer role for a maximum of 6 months, working full-time or job share within the Patient Experience and Complaints Team. The successful candidate will provide an impartial and effective PALS service to patients, relatives, and staff, addressing concerns and ensuring resolutions. The role involves working with sensitive situations, requiring excellent communication, customer care, and IT skills, along with a good understanding of the NHS. The team offers a supportive environment with supervision and personal development.
Key responsibilities
- Act as a compassionate point of contact for patients and other users of Trust services.
- Operate a frontline, patient facing service, taking details of complaints and raising them with relevant staff.
- Listen and respond to concerns of service users, explaining resolution options and clarifying outcomes.
- Obtain detailed information from service users, undertaking investigation and follow-up action on their behalf.
- Ensure issues raised with PALS are responded to promptly and in accordance with Trust Policy.
- Use the Trusts Risk Management System to record details of enquiries from service users.
Essential criteria
- Educated to GCSE standard (or equivalent) in English Language
- Educated to GCSE standard (or equivalent) in Maths
- Working with the public, including resolving issues and problems
- Experience of working in customer care
- Experience of communicating in sensitive situations
- Experience of working in an office environment
- Experience of working in a fast-paced environment
- Experience of working in a team
- Microsoft Office experience, including Outlook, Word and Excel
- Accurate record keeping
- Good understanding of the NHS
- Strong interpersonal and active listening skills
- Ability to work as part of a team as well as using own initiative
- Sensitivity towards the needs of others
- Excellent verbal and written communication skills
- Excellent telephone manner
- Ability to communicate with staff at all levels
- Ability to communicate with patients/public from all backgrounds
- Ability to pass on information in a clear and diplomatic way
- Through, with attention to detail
- Customer service skills
- Problem-solving skills
- Ability to deal with a variety of tasks simultaneously
- Able to prioritise workload and consistently meet deadlines
- Good IT skills
- VDU/Keyboard skills
- Presenting skills
- Understands equality, diversity and inclusion
- Compassionate
- Polite
- Patient and calm under pressure
- Reliable/trustworthy
- Resilient
- Non-judgemental approach
- Professional appearance
- Flexible to support the needs of the service
- Compassion
- Ambition
- Respect
- Encouragement
- Proud to CARE
Desirable criteria
- Microsoft Office training
- Administration Training
- Experience within a healthcare environment
- Experience of using complaints management / record systems
- Experience of using databases
- Experience of using Patient Administration Systems
- Experience of using Microsoft Teams
- Understanding of the NHS Complaints Procedure and NHS Complaints Regulations (2009)
- Negotiation and mediation skills
- Awareness / understanding of consent processes
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
Chesterfield Royal Hospital NHS Foundation Trust
PALS Officer
The closing date is 01 October 2026
Job summary
An exciting opportunity has arisen for an enthusiastic, resourceful and self-motivated Patient Advice and Liaison (PALS) Officer to join our Patient Experience and Complaints Team in a temporary role for a maximum of 6 months. This is a full time role, although job share will be considered for the right candidates.
Working as part of the Quality Governance Team, you will be responsible for ensuring an impartial, personal and effective PALS service is provided to patients, service users, relatives, carers, and Trust staff.
Main duties of the job
The PALS team provides an accessible and responsive service offering support and signposting for patients, relatives and members of the public who wish to raise queries or concerns about their care.
In this challenging post, you will work with patients, relatives and staff to ensure that complaints are resolved and improvement is embedded.
You will be educated to GCSE standard (or equivalent) in English Language & Maths with excellent communication, customer care, IT and organisational skills alongside outstanding interpersonal skills, a good telephone manner and the ability to work as part of a large multidisciplinary team.
You will have a good understanding of the NHS and experience of working with the publi
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