The PALS and Complaints Department at the Northern Care Alliance NHS Foundation Trust is looking for an enthusiastic and committed team member to work across all 4 Care Organisation sites. The role is primarily site based so the ability to travel to any site at short notice is vital.

You will be part of a team managing PALS concerns, supporting sites at times of absence and increased work volumes. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.

The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.

Main duties of the job

To act as a point of contact for people wishing to complain, raise concerns or give compliments about the NHS Services they have received. To log contacts/enquiries on the Trust's PALS and Complaints database (Datix). Post holder must be able to work with minimal supervision and use considerable initiative and empathy to respond to enquirers in a timely and professional manner. To ensure all concerns/enquiries/ compliments are handled as locally as possible, escalating when appropriate in line with the Trust's PALS and Complaints Handling Policy

About us

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

Job description

Job responsibilities

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk

Person Specification

Qualifications

Essential

• Degree or equivalent qualification or relevant experience
• GCSE or equivalent in English

Knowledge, Training, Experience, Skills & Abilities

Essential

• High standard of English and an ability to convey information accurately, succinctly and in a sensitive manner, in both communication and writing
• Experience of managing PALS/complaints procedures and enquiries
• Experience of working with staff at all levels within an organisation
• Experience of providing customer care services
• Experience of influencing change and promoting learning
• Evaluating information, identifying key issues, problem solving, making sound judgments and decisions and implementing/ recommending solutions
• Excellent verbal communication skills
• Problem solving and analytical skills.
• Ability to work with minimal supervision

Desirable

• Using Datix or another similar system
• Experience of Health Service or related environment
• Presenting data in a meaningful way orally and in writing to a variety of audiences
• Facilitation skills
• Ability to travel across sites as part of service needs

Experience

Essential

• Experience of working in PALS or a customer care environment
• Experience of working with staff at all levels and the ability to challenge when necessary

Desirable

• Previous NHS experience
• Experience of training staff

Employer details

Employer name

Northern Care Alliance NHS Foundation Trust

Address

All sites across Northern Care Alliance

Unit 7/8 Whitney Court, Hamilton Street

Oldham

OL4 1DB

Any attachments will be accessible after you click to apply.

236-NCA-AC372-24-SAR