Job summary
Develop your skills in frontline customer care
With 750,000 residents in Manchester and Trafford, the challenge of providing a first-class integrated health and social care system, equipped to meet the needs of a large population, is both immense and fascinating. Despite the challenge,Manchester University NHS Foundation Trust (MFT) is passionate about meeting it head-on. As England's largest NHS Foundation Trust, we encourage our 25,000 employees to work collaboratively to deliver forward-thinking services. As such, we embrace a culture of continuous improvement, resulting in progressive workplaces in which we rank our people as our most valuable asset and where you are able to pursue your interests, gain job satisfaction and provide the highest level of care for our patients and their families.
Commitment to delivering high-quality, compassionate care has led us to our current state of evolution, where North Manchester General Hospital was brought into the MFT Group as of April 2021.
This exciting work has enabled us to reach even more patients, and further develop our reputation for delivering exceptional specialist services. By welcoming North Manchester General Hospital our workforce will continue to grow and evolve, providing even more progression opportunities for staff who join MFT.
Main duties of the job
The role
The Patient Advice Liaison Service (PALS) is at the heart of our ambitions to deliver a forward-thinking healthcare service in which everyone matters. This is where we deal with concerns about care and treatment that are raised by patients and their families; seeking an immediate resolution in partnership with Hospitals/MCS/MLCO and complainants. Working on the telephone, by email and face to face, you will be dealing with highly sensitive, emotive and complex issues. Under the guidance of a PALS Team Leader, you will manage a medium to complex case load, manage a small team of staff and develop and build on your existing customer service skills.
About us
MFT is one of the largest NHS Trust In England with a turnover of £2.6bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Education
Essential
- Management/Administration qualification or be able to demonstrate equivalent experience
- Information technology qualification
- GCSE Maths and English grade C (or equivalent)
- completed customer care training
Desirable
- Conflict resolution training
- Evidence of continuing professional development
Experience
Essential
- Experienced in the ability to think critically in order to ensure the main points of concern are captured and responded to appropriately
- Experience of dealing with highly charged and emotional situations
- Experience of working autonimously
Desirable
- Experience of mediation or conciliation
- Experience of working with computerised patient administration and other databases
- Experience of working in a customer facing role over the telephone
Knowledge and skills
Essential
- Understanding of Equality and Diversity legislation relating to public services
- Demonstrable customer care focus
- Able to work independently and as part of a team
- Ability to present facts in a non-discriminatory and non-judgemental way
- Ability to set and manage targets and meet deadlines of self and others
Desirable
- Knowledge of safeguarding adults/children
- ability to manage conflict and mediate between parties
- Knowledge of the common law duty of confidentiality, the data protection act and caldicott principles of confidentiality and sharing of data
- Knowledge of the NHS complaints procedure
- Understanding of the NHS and its partner organisation
- Understanding the principles of consent relating to NHS complaints handling
Attributes
Essential
- Highest level of professionalism
- Excellent time management skills
- Ability to work to deadlines
- Self motiviated
- Ability to challenge and enquire whilst maintaining effective relationships
Desirable
- Ability to cope in stressful situations
Person Specification
Education
Essential
- Management/Administration qualification or be able to demonstrate equivalent experience
- Information technology qualification
- GCSE Maths and English grade C (or equivalent)
- completed customer care training
Desirable
- Conflict resolution training
- Evidence of continuing professional development
Experience
Essential
- Experienced in the ability to think critically in order to ensure the main points of concern are captured and responded to appropriately
- Experience of dealing with highly charged and emotional situations
- Experience of working autonimously
Desirable
- Experience of mediation or conciliation
- Experience of working with computerised patient administration and other databases
- Experience of working in a customer facing role over the telephone
Knowledge and skills
Essential
- Understanding of Equality and Diversity legislation relating to public services
- Demonstrable customer care focus
- Able to work independently and as part of a team
- Ability to present facts in a non-discriminatory and non-judgemental way
- Ability to set and manage targets and meet deadlines of self and others
Desirable
- Knowledge of safeguarding adults/children
- ability to manage conflict and mediate between parties
- Knowledge of the common law duty of confidentiality, the data protection act and caldicott principles of confidentiality and sharing of data
- Knowledge of the NHS complaints procedure
- Understanding of the NHS and its partner organisation
- Understanding the principles of consent relating to NHS complaints handling
Attributes
Essential
- Highest level of professionalism
- Excellent time management skills
- Ability to work to deadlines
- Self motiviated
- Ability to challenge and enquire whilst maintaining effective relationships
Desirable
- Ability to cope in stressful situations
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).
