SKILLS:

· Microsoft Office package knowledge e.g., Outlook, Word, Excel.
· Good telephone manner and professional approach.
· Excellent customer service.
· Attention to detail and ability to work independently using own initiative.
· Excellent interpersonal skills good and administrative/computer skills

1. To act as first point of contact for patients, relatives, carers and members of the public who wish to raise concerns or suggestions, or who require information or advice. Contact may be face to face, telephone, email or written correspondence.
2. To provide an efficient, prompt and approachable support service to individuals, patients and carers by providing accurate information about the services provided by the Trust. Where necessary advice and support individuals to access alternative sources of information including advocacy services or other healthcare organisations or voluntary sector services relevant to their needs.
3. To act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently.
4. To analyse and assess the problem being presented and develop the most effective approach to its solution in conjunction with the person raising the concern.
5. To support and assist with the launch and implementation of PALS and Complaints active engagement programme across the Trust.