Senior Complaints & PALS Officer
At a glance
- Band
- Band 5
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 10/09/2026
- Closes
- 11/09/2026
Sponsorship verdict
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Role summary
This role involves providing accessible customer service to patients, their families, and carers within the Trust's services. You will facilitate speedy and informal resolution of problems, provide information about local services, and offer guidance to Directorates on complaints. The position requires running PALS surgeries, identifying trends from patient feedback, and working to continuously improve services. Excellent communication skills and a sensitive manner are essential.
Key responsibilities
- Facilitate speedy and informal resolution of problems and concerns raised by patients/services users, their families, and carers through liaison with Trust staff and other agencies.
- Provide information about local services, including voluntary and statutory agencies and to offer guidance and support to those accessing the service, providing links to services where appropriate.
- Provide high quality guidance and support to Directorates on resolving complaints and concerns.
- Run PALS surgeries on all wards and at other locations where services are delivered, to listen to patients about any concerns and to try and resolve these.
- Identify trends and themes arising from concerns and patient feedback ensuring that lessons are learned.
Essential criteria
- Customer Service Experience
- Written/Verbal communication skills
- Demonstrable knowledge of PALS
Desirable criteria
- Knowledge of the NHS complaints procedure.
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 1d
Plenty of time to prepare a strong application.
Full advert · preview
Oxford Health NHS Trust
Senior Complaints & PALS Officer
The closing date is 11 September 2026
Job summary
The Patient Advice and Liaison Service Officer is required to provide easily accessible customer services to the local community working closely with the Complaints & PALS Manager and PALS Service Lead.
One of the great things about this role is that you'll be liaising directly with service users and their families; this is a great opportunity if you really enjoy working with people. We are seeking to recruit an enthusiastic and hardworking individual to work within the Complaints & Patient Advice and Liaison Service (PALS) team. This role is also suitable for someone who has experience of using secondary mental health services as a patient or a carer.
Main duties of the job
The successful postholder will be responsible for providing an accessible customer service for patients using the Trust's services and their carers and families. You will be required to run a series of regular PALS surgeries, speaking directly to patients and their families about their experiences.
The postholder will facilitate a speedy and informal resolution of problems and concerns raised by patients, their families, and carers through liaison with Trust staff and other external agencies. They will be responsible for providing information about local services, including volunta
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