Job summary
Do you want to make a difference? At Maidstone and Tunbridge Wells NHS Trust, we strive to deliver the highest standards of customer service and the Patient Advice and Liaison Service (PALS) is a key part of this. Dealing with thousands of enquiries a year, this small team provide an invaluable contact point for patients, relatives and other service users.
Please note previous applicants who have been unsuccessful within the last 3 months need not apply.
Main duties of the job
A rare vacancy has arisen for a part time Band 4 PALS Officer. The post holder will be required to work 30 hours a week over 4 days (9.00am - 5.00pm, Mondays, Tuesdays, Thursdays and Fridays).
The ideal candidate will have a background of working in PALS or a similar patient-facing role, preferably in an acute trust setting, but applications are invited from anyone with experience in and a passion for exceptional customer service. We are seeking someone with outstanding communication skills, who has the ability to prioritise and respond to a frequently changing workload. Customer focus is essential to the role, as is the ability to work under pressure and as part of a team.
Previous experience of using Datix or InPhase would be a distinct advantage, but training will be provided to the successful applicant. If you are a problem solver, have good negotiation and influencing skills, compassion, a can-do attitude and a flexible approach we would like to hear from you.
About us
Maidstone and Tunbridge Wells NHS Trust is a large acute hospital Trust in the county of Kent.
The Trust provides a full range of general hospital services and some areas of specialist complex care to around 500,000 people living in the south part of West Kent and the north part of East Sussex.
The Trust's core catchment areas are Maidstone and Tunbridge Wells and their surrounding boroughs. We work from two main clinical sites: Maidstone Hospital and Tunbridge Wells Hospital at Pembury. Tunbridge Wells Hospital opened in 2011 and provides single rooms with en-suites for all in-patients - the first of its kind in the country.
We employ over 6,500 full and part-time staff in a huge range of clinical and non-clinical roles across both of our hospital sites.
Job description
Job responsibilities
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
Interview date: Monday 2 October 2023
Job description
Job responsibilities
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
Interview date: Monday 2 October 2023
Person Specification
Qualifications
Essential
- NVQ level 3 (or equivalent) or Diploma
Experience
Essential
- Awareness of The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
- Experience of delivering complex customer services
- Understanding of the organisation and structure of the NHS
- Familiar with the use of databases
Desirable
- Experience of working in NHS Complaints
- Previous experience of working in PALS
- Experience of working within an acute NHS Trust
- Experience of using Datix and/or Allscripts
Skills
Essential
- Outstanding communication skills
- Excellent interpersonal skills
- Keyboard skills
- Accurate note taking ability
- Negotiation skills
- Tact and diplomacy
- Ability to influence
- Good time management
- Prioritisation and organisational skills
Desirable
- Completion of conflict resolution training (or similar)
Person Specification
Qualifications
Essential
- NVQ level 3 (or equivalent) or Diploma
Experience
Essential
- Awareness of The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
- Experience of delivering complex customer services
- Understanding of the organisation and structure of the NHS
- Familiar with the use of databases
Desirable
- Experience of working in NHS Complaints
- Previous experience of working in PALS
- Experience of working within an acute NHS Trust
- Experience of using Datix and/or Allscripts
Skills
Essential
- Outstanding communication skills
- Excellent interpersonal skills
- Keyboard skills
- Accurate note taking ability
- Negotiation skills
- Tact and diplomacy
- Ability to influence
- Good time management
- Prioritisation and organisational skills
Desirable
- Completion of conflict resolution training (or similar)
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.
