The Rotherham NHS Foundation Trust

Patient Advice and Complaints Officer

The closing date is 12 February 2026

Job summary

An exciting opportunity has arisen to be part of the Patient Experience Team and Patient Advice and Liaison Service (PALS). We are looking for a motivated and dedicated person to join the team, to support the delivery and management of the Trusts PALS and Complaints service. The role is a diverse position that involves contact with patients, carers, relatives, Trust staff and professionals at all levels involved in the complaints processes. The post holder must be able to deal with others in a professional, yet sensitive manner whilst ensuring accurate information is provided.The Patient Experience Team are committed to improving quality and safety through learning and change.The post holder will require a wide knowledge of health and wellbeing issues and services provided by the Trust and responsible for maintaining their own appropriate knowledge base including patient advice, concerns and formal complaints in line with the Trusts complaints process. The role is patient facing and requires staff to be onsite during working hours.This exciting opportunity is for someone who is friendly, efficient and conscientious with a passion for ensuring that the best quality health services are provided for the patients of the Trust. If you are proactive and enthusiastic to be the first contact for resolving concerns and complaints, and if you want to be part of a service that is friendly and supportive, this position could be for you

Main duties of the job

To provide comprehensive administrative support to the Patient Experience Team by providing effective and efficient administrative assistance in the management of the PALS and complaints.To communicate effectively, act as a welcoming front line contact person for patients, carers, visitors and staff to find accurate, current, accessible, relevant and useful information.To provide an identifiable, accessible service to assist patients, relatives, carers and members of the public regarding enquiries, concerns or complaints providing information to help them make contact with the NHS as easy as possible.Formally acknowledge concerns and complaints and log them onto the department database, identifying and taking action for investigation in a timely, legible manner and issue them to the appropriate divisional team in line with the Trusts concerns and complaints policy.

About us

The Rotherham NHS Foundation Trust (TRFT) is a combined acute and community Trust serving our local population of around 270,000 people. Our vision is to always act the right way and be proud to provide exceptional healthcare to the communities of Rotherham

As a Trust we are on a journey to excellence and our people and culture are at the heart of everything we do for patients. In the latest NHS Staff Survey, we are the second most improved Trust in England for would you recommend the Trust as a place to work?, and were one of the most improved for staff engagement overall

But don't just take our word for it each year hundreds of colleagues receive nominations for our Excellence and Proud awards, showcasing our brilliant people and recognising their achievements. Our people make a difference to the lives of patients every day and we are proud of the improvements we are making

All of our colleagues are key to our journey, and we are continuing to improve our services by upholding the Trusts values of Ambitious, Caring and Together. If you are passionate about making a difference, then please apply to join us on our journey to excellence

Certificates of Sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa - GOV.UK (www.gov.uk) band 2 and band 3 roles are no longer eligible for sponsorship.

Date posted

02 February 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£27,485 to £30,162 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

C9165-26-01-071

Job locations

The Rotherham Nhs Foundation Trust

Moorgate Road

Rotherham

South Yorkshire

S60 2UD

Job description

Job responsibilities

Please see attached the job description and person specification for the full details about the role and the responsibilities.

Job description

Job responsibilities

Please see attached the job description and person specification for the full details about the role and the responsibilities.

Person Specification

Qualifications

Essential

Good standard of education including good written and verbal English (GCSE grade C/4 or equivalent)
Evidence of European Computer Driving Licence or equivalent IT qualification or experience for example, Word, Microsoft Excel e.g. use of Formulas, Pivot Tables, Microsoft Outlook

Desirable

Evidence of customer service training or qualification

knowledge

Essential

Able to demonstrate an ability to learn, understand and apply complex procedures
Confident in data input, setting up spreadsheets and manipulating data

Desirable

Knowledge and understanding of NHS Complaints procedure
Ability to create detailed explanatory reports and analyse data

Experience

Essential

Administrative experience including maintaining office systems
Comprehensive range of IT skills Experience of dealing on a one to one basis with members of the general public in difficult and demanding situations which require a sensitive approach
Able to work on own initiative, whilst understanding the need to seek advice when necessary
Experience of working within a complaints handling environment
Experience of letter writing and working to tight timescales & meeting deadlines
Experience in handling sensitive & confidential information
Experience of working in a busy and varied customer focused role
Experience of working within the NHS or a healthcare setting
Experience of using Datix and Meditech databases

Desirable

NHS or equivalent health and social care experience

Person Specification

Qualifications

Essential

Good standard of education including good written and verbal English (GCSE grade C/4 or equivalent)
Evidence of European Computer Driving Licence or equivalent IT qualification or experience for example, Word, Microsoft Excel e.g. use of Formulas, Pivot Tables, Microsoft Outlook

Desirable

Evidence of customer service training or qualification

knowledge

Essential

Able to demonstrate an ability to learn, understand and apply complex procedures
Confident in data input, setting up spreadsheets and manipulating data

Desirable

Knowledge and understanding of NHS Complaints procedure
Ability to create detailed explanatory reports and analyse data

Experience

Essential

Administrative experience including maintaining office systems
Comprehensive range of IT skills Experience of dealing on a one to one basis with members of the general public in difficult and demanding situations which require a sensitive approach
Able to work on own initiative, whilst understanding the need to seek advice when necessary
Experience of working within a complaints handling environment
Experience of letter writing and working to tight timescales & meeting deadlines
Experience in handling sensitive & confidential information
Experience of working in a busy and varied customer focused role
Experience of working within the NHS or a healthcare setting
Experience of using Datix and Meditech databases

Desirable

NHS or equivalent health and social care experience

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.