Isle of Wight NHS Trust

PALS Co-ordinator

The closing date is 11 November 2025

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Job summary

INTERNAL ONLY

This vacancy is open to employees of Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.

Band: 3

Hours: 37.5

Contract Type: Permanent

An exciting opportunity has arisen within the Complaints Team for a Patient Advice & Liaison Service (PALS) Co-Ordinator.

We are seeking to appoint a highly motivated team player, who is eager to take on new challenges, to join our small team. The postholder will act as a point of contact for service users by listening to patients' concerns, worries, fears, suggestions and experiences and raise these with people who design and manage services. You will work with staff and service managers by escalating complaints to the appropriate department or manager for investigation.

Interviews to be heldThursday 27 November.

For more information, please contact PALS Manager, Kay Bird on 023 9228 6395

Main duties of the job

Excellent communication and negotiation skills are essential, as is an understanding of the health and social care issues affecting our population.

The postholder will be responsible for ensuring data regarding PALS enquiries are recorded on the trusts database and ensure feedback is used to drive continuous improvements in care.

As an organised, dynamic and compassionate person, the focus of this role will be to support patients and carers to ensure that their concerns are managed appropriately, and that the Trust is learning from this valuable feedback, not the investigative process.

The postholder should be educated to NVQ 3 or equivalent with previous experience of working in the NHS and should have an ability to liaise effectively, with an understanding of person centred approaches to ensure good outcomes for patients, their families and carers.

This is an excellent opportunity to support those who use NHS services, identifying any gaps in services to help bring about changes to the way that services are delivered.

If you have excellent communication and interpersonal skills, are passionate about improving the patient experience and want to support the trust with learning from feedback, then this post is for you.

About us

Our vision for Single Corporate Services Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.

The vision for our single corporate services is to:

Be an employer of choice for corporate talent, attracting and retaining people who share our values for excellence in care and welcome the opportunity to benefit from the broad range of flexible career and development opportunities we can offer.
Improve efficiency through simplified and standardised policies, processes, and systems, drawing on the best from both Trusts.
Do things once and reduce any duplication on transactional tasks giving corporate staff the ability to focus on higher value and more diverse activities.
Co-invest in the latest digital solutions and standardise our approach, meaning we do things once for both organisations.
Improve learning and development opportunities and sharing best practice, upskilling both Trusts.
Co-locate teams in purpose-built facilities on the Island and in Portsmouth to enable closer working and sharing.
Build resilience for individuals and our teams.

Date posted

04 November 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year

Contract

Permanent

Working pattern

Full-time

Reference number

REF1835O

Job locations

Queen Alexandra Hospital

Cosham

Hampshire

PO6 3LY

Job description

Job responsibilities

To provide an empathetic and responsive advice service to patients and service users.

Respond to enquiries independently where able to

To frequently communicate with patients and service users in person, on the telephone and via written communication.

To work as part of a team, communicating with the Complaints Team and ensuring a joined-up approach to improve the experience of patients and their families at the Trust.

For a Full list of roles and responsibilities, please see the attached job description.

Job description

Job responsibilities

To provide an empathetic and responsive advice service to patients and service users.

Respond to enquiries independently where able to

To frequently communicate with patients and service users in person, on the telephone and via written communication.

To work as part of a team, communicating with the Complaints Team and ensuring a joined-up approach to improve the experience of patients and their families at the Trust.

For a Full list of roles and responsibilities, please see the attached job description.

Person Specification

Qualifications

Essential

NVQ 3 or equivalent
Educated to GCSE level or equivalent experience.
Proficient in the use of Microsoft Office programmes

Desirable

Knowledge of PAS, Datix and other Trust data systems.
Evidence of attending complaints training to underpin knowledge base

Experience

Essential

Experience of working in a busy customer service environment
Experience of working within an NHS or Social Care environment
Excellent verbal, telephone. and written communication skills
Excellent interpersonal skills
Listening skills
Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality.
Problem solving skills and ability to respond to sudden unexpected demands.
Ability to deal with distressing circumstances and challenging situations

Desirable

Experience of working within an acute NHS Trust
Experience of using Datix and/or Allscripts

Person Specification

Qualifications

Essential

NVQ 3 or equivalent
Educated to GCSE level or equivalent experience.
Proficient in the use of Microsoft Office programmes

Desirable

Knowledge of PAS, Datix and other Trust data systems.
Evidence of attending complaints training to underpin knowledge base

Experience

Essential

Experience of working in a busy customer service environment
Experience of working within an NHS or Social Care environment
Excellent verbal, telephone. and written communication skills
Excellent interpersonal skills
Listening skills
Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality.
Problem solving skills and ability to respond to sudden unexpected demands.
Ability to deal with distressing circumstances and challenging situations

Desirable

Experience of working within an acute NHS Trust
Experience of using Datix and/or Allscripts

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.

Employer details

Employer name

Isle of Wight NHS Trust

Address

Queen Alexandra Hospital

Cosham

Hampshire

PO6 3LY

Employer's website

https://www.iow.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Isle of Wight NHS Trust

Address

Queen Alexandra Hospital

Cosham

Hampshire

PO6 3LY

Employer's website

https://www.iow.nhs.uk/ (Opens in a new tab)