Communication 1) To liaise with both internal Trust and external agencies as required. 2) To work as a receptionist for the PALS Team or first point of contact for the Complaints Team to take initial enquiries 3) To monitor feedback from external and internet sources sharing with the relevant staff and assist with responses. 4) Escalate any complex Complaints/PALS issues to the PALS/Complaints manager 5) Develop and promote a positive and open culture in relation to patient experience Administration 1) General administrative duties as required by the Complaints and PALS Teams. 2) To assist with data collection for relevant reports to Boards detailing Complaints and PALS information, under the guidance of the Senior PALS Officer or Complaints Manager/Lead.
3) To assist with data entry for concerns and complaints raised through complaint or PALS enquiries, using the Trust approved electronic system. 4) To be a super user for the interpreter booking system to request interpreters and provide training for staff to use the booking portal. 5) To be responsible for ordering stationery etc. and maintaining relevant stock levels.
Service Development 1) To support the PALS/Complaints manager coordinating the completion of all patient experience projects as per quality improvement plan. 2) To support Volunteers who will be assisting to gather patient feedback

Please refer the Job description for details