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PALS (Patient Advice and Liaison Service) Officer

Greater Manchester Mental Health NHS Foundation Trust
£28,407 to £34,581 per annum pro rata
Closing date
28 Nov 2023

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Other Health Profession
Band 5
Contract Type
Full Time
We are seeking to appoint Patient Advice and Liaison Support (PALS) Officers to support us to strengthen the service user and carer voice across our care groups within the organisation.

You will join a very committed, professional and friendly customer care team and be the interface within local services to actively listen to service users and carers feedback and concerns and seek to find local solutions for people. You will also be the interface between local services and our complaints officers for where local resolution isn't an option.

You will be compassionate with a solution focused approach and a commitment to service improvement and organisational development.

Main duties of the job

The postholder will:

- Actively listen to service user and carer feedback and concerns within their designated care group.

- Seek to find local resolutions for people.

- Be the interface between service users/carers, the service and complaints officers and follow Trust policies and procedures for PALS and handling of complaints.

- Keep full and accurate records for audit trail purposes.

- Be proactive in spotting themes and making suggestions for service improvements.

- Liaise with managers and senior leaders to inform the Trust quality improvement and organisational development agenda ensuring the service user voice is represented.

- Demonstrate integrity by taking responsibility for your actions and feeding back to service users and carers with regards to actions taken and progress

About us

Greater Manchester Mental Health (GMMH) Foundation Trust employs over6,400members of staff, who deliver services from more than 160 locations.

We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.

Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.

Manchester is proud of its diversity and we very much welcome applications from groups who are currently under represented within our workforce and Senior Leadership this includes, but is not exclusive to, people who identify as BAME, LGBTQI+ and people who have disabilities.

Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.

Job description

Job responsibilities

We welcome applications from people with their own lived experience of mental health difficulties but also ask that applicants have experience of advocating for people in challenging circumstances, have excellent communication skills with a keen eye for detail particularly with regards to English grammar and the recording of information and data for audit trail and service improvement purposes. Most importantly you will be compassionate, emotionally intelligent, with a strong sense of integrity to demonstrate our Trust values to our service users and carers and show that we are listening and doing what we said we would do.

For full details of the post, please refer to the attached job description and person specification.

See attached detailed job description and person specification:

27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years

Excellent pension

Cycle to work scheme

Salary sacrifice car scheme

Wellbeing programme

Blue Light Card Discounts

Person Specification



  • -Degree or equivalent qualification or relevant experience
  • -High standard of English and an ability to convey information accurately, succinctly and in a sensitive manner, in both communication and writing


  • -NVQ3
  • -Customer service training



  • -Experience of managing PALS / complaints procedures and enquiries
  • -Experience in working within a PALS or customer care environment.
  • -Experience of using Microsoft Office Packages to a high standard.
  • -An understanding or experience of mental health and drug and alcohol issues.
  • -Experience of working without direct supervision and using own initiative.


  • -NHS / public sector administrative experience



  • -Up to date knowledge and understanding of clinical governance, risk management, PALS, complaints, performance, GMC procedures key agencies e.g. Parliamentary and Health Service Ombudsman, Advocacy Services, etc. Caldicott, Freedom of Information, Data Protection
  • -Evaluating information, identifying key issues, problem solving, making sound judgments and decisions and implementing/recommending solutions
  • -Experience of influencing change and promoting learning
  • -Presenting data in a meaningful way orally and in writing to a variety of audiences
  • -Knowledge of legislation and the Data Protection Act.
  • -Knowledge of the mental health/drug and alcohol services environment.


  • -Knowledge of policies and procedures for PALS/customer care team

Employer details

Employer name

Greater Manchester Mental Health NHSFT


Knowsley Building

Bury New Road


M25 3BL

Any attachments will be accessible after you click to apply.


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