Isle of Wight NHS Trust

Pals Co-ordinator

The closing date is 18 November 2025

Job summary

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. You 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.

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.

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

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.

This vacancy is part of the Single Corporate Services Division.

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

11 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

REF1833V

Job locations

St. Mary's Hospital

Newport

PO30 5TG

Job description

Job responsibilities

NHS Band 3- Salary £24,937 - £26,598 per annum

Contract - Permanent

Full time- 37.5 hours per week

Base Location - St Mary's Hospital, Newport, Isle of Wight

The single corporate service is delivered across both organisation. You may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

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

You 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.

For full details of this role, please refer to the enclosed Job Description or for more information, please contact Patient Experience Lead, Samantha Johnson on 01983 534420 or sam.johnson16@nhs.net

Job description

Job responsibilities

NHS Band 3- Salary £24,937 - £26,598 per annum

Contract - Permanent

Full time- 37.5 hours per week

Base Location - St Mary's Hospital, Newport, Isle of Wight

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.

Person Specification

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

Qualifications

Essential

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

Person Specification

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

Qualifications

Essential

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

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.