Job summary
We are seeking to recruit a PALS & Complaint Caseworker who has the right set of values to join our team.
If you have sensitivity and empathy, can demonstrate excellent interpersonal skills and are a critical thinker with an aptitude for problem solving, this role would be ideal for you.
The post holder is an integral member of the Patient Experience Team, aiming to resolve queries, concerns and complaints quickly, effectively and in accordance with the NHS complaints regulations. This includes identifying opportunities where complaints can be resolved quickly and to the satisfaction of the complainant, as well as using appropriate methodology to carry out thorough investigations and write detailed response letters.
You will carry a caseload of concerns and complaints, from the first point of contact with the complainant. The role involves building strong relationships with the people who use our service as well as liaising with and supporting managers and staff to address questions and concerns. We are continually learning and improving, striving to create a complaint handling service that reflects national best practice and to use every complaint as an opportunity to better understand and improve the quality of our services.
If you would like to know more, we look forward to hearing from you.
Base Location: Poole and Royal Bournemouth Hospitals
Interview Date: 31st March 2025
Main duties of the job
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
About us
Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued team mates and colleagues.
UHD are investing in services across the Trust, with many being transformed and developed following merger and the New Hospital Programme.
In some cases this means that a services may move site this year or next, either temporarily or long term. Recruiting Managers interviewing for this role will be happy to answer any specific questions that you have at interview.
Job description
Job responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert
Job description
Job responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert
Person Specification
Qualifications
Essential
- NVQ Level 4 in related subject or equivalent level of experience and knowledge
- Degree in a related subject or studying for
Desirable
- Customer care training
- Complaint investigation training
Experience
Essential
- Working in a frontline health or social care service and/or customer care service
- Experience of communicating with the public in a way that is courteous and shows compassion
Desirable
- Experience working in NHS hospital environment
- Evidence of working in a customer service role
Technical Skills Competencies
Essential
- Excellent interpersonal skills, competent to deal calmly and professionally with patients, relatives and work colleagues in a confidential and sensitive manner.
- Excellent organisational and time management skills, taking responsibility to meet deadlines.
- Excellent attention to detail
Personal qualities
Essential
- Ability to respond positively to change
- Reliable can-do attitude
- Ability to manage distressing communications
Person Specification
Qualifications
Essential
- NVQ Level 4 in related subject or equivalent level of experience and knowledge
- Degree in a related subject or studying for
Desirable
- Customer care training
- Complaint investigation training
Experience
Essential
- Working in a frontline health or social care service and/or customer care service
- Experience of communicating with the public in a way that is courteous and shows compassion
Desirable
- Experience working in NHS hospital environment
- Evidence of working in a customer service role
Technical Skills Competencies
Essential
- Excellent interpersonal skills, competent to deal calmly and professionally with patients, relatives and work colleagues in a confidential and sensitive manner.
- Excellent organisational and time management skills, taking responsibility to meet deadlines.
- Excellent attention to detail
Personal qualities
Essential
- Ability to respond positively to change
- Reliable can-do attitude
- Ability to manage distressing communications
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
