University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.Please see below for a detailed job description of the role.

Open only to applicants from Hampshire & Isle of Wight NHS system, which is limited to Hampshire and Isle of Wight ICB, Southern Health FT, Portsmouth Hospitals University NHS Trust, Isle of Wight NHS Trust, University Hospital Southampton FT, Solent NHS Trust, South Central Ambulance Service or Hampshire Hospitals FT.

Main duties of the job

An exciting opportunity has arisen for a new person to join the friendly Patient Advice and Liaison Tea (PALS) at University Hospital Southampton. Do you like helping people with their queries and resolving concerns for patients and their families, or their representatives? Do you like investigating what has happened and getting to the bottom of things? Are you a good verbal and written communicator? If so, please contact us to find out more about the role.

About us

As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to.

Due to the nature of this role and service, this role is on-site and the hours are as advertised. Please talk to us at the interview about the flexibility you need, and we will explore what's possible for the role and service.UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.

Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted.

Job description

Job responsibilities

The candidate should be

Calm under pressure, and able to prioritise their workloadHave good emotional resilienceGood verbal and written communicationKind, compassionate and a team playerConfidence to liaise with colleagues at all levels

Person Specification

Qualifications / training required

Essential

• First degree or equivalent qualification / equivalent level of professional experience
• Computer literacy in Word and Excel.

Desirable

• Training/qualification in customer care/complaint management.
• Knowledge of NHS complaints procedure.
• Qualification in complaint management.
• Management training/qualification, counselling/mediation qualification or equivalent experience.

Previous or relevant experience necessary

Essential

• Experience of customer care and handling concerns/complaints of a complex nature.
• Writing complex high-quality letters and reports using plain English
• Ability to work within teams with significant workloads
• Experience in recording data and information according to procedures and guidelines

Desirable

• Complaint management experience within the NHS
• Teaching experience/planning and delivering presentations to a wide range of staff.

Values and behaviours

Essential

• Patients First
• Always Improving
• Working Together

Employer details

Employer name

University Hospital Southampton NHS Trust

Address

Southampton General Hospital

Tremona Road

Southampton

SO16 6YD

Any attachments will be accessible after you click to apply.

188-THQ2030824