PALs and Complaints Business Support Officer

NHS Suffolk and North East Essex ICB

The closing date is 25 March 2025

Job summary

We are looking to recruit a PALS & Complaints Business Support Officer to join our PALS & Complaints Team at Suffolk and North East Essex Integrated Care Board.

If you have sensitivity and empathy, can demonstrate excellent interpersonal skills and are a critical thinker with an aptitude for problem solving, this role would be ideal for you.

The post holder is an integral member of the PALS & Complaints Team, aiming to resolve queries, concerns and complaints quickly, effectively and in accordance with the NHS complaints regulations.

You will be the first point of contact for the public, answering our helpline and managing our email inboxes. The role involves building strong relationships with the people who use our service as well as liaising with and supporting managers and staff to address questions and concerns. We are continually learning and improving, striving to create a complaint handling service that reflects national best practice and to use every complaint as an opportunity to better understand and improve the quality of our services.

If you would like to know more, we look forward to hearing from you.

Main duties of the job

To be the first point of contact for patients and their representatives seeking information about the concern and complaint resolution process.

To acknowledge every complainant on receipt of a concern or complaint, offering to discuss the outcomes they are seeking from making a complaint and to ensure all issues are captured.

Support the PALS & Complaints Team Lead in responding to concerns and formal complaints within the agreed time frame and to a high standard.

To be responsible for the pathway of individual concerns and complaints from receipt to close of investigation, completing data entry on Datix as required.

To signpost enquirers to appropriate alternative sources of information and advice, such as leaflets, support groups, websites or clinicians.

Be responsible for sending acknowledgement letters to complainants and ensuring they are kept up to date with the progress of their concern or complaint.

About us

The NHS Suffolk and North-East Essex Integrated Care Board (ICB) plans and buys healthcare services for our population. This function is commonly referred to as commissioning. To do this, we work within a budget of around £1.5 billion, which is set by NHS England, and work closely with local government and the NHS providers in our area. Our performance is judged by how well our local health and care system as a whole is working, including the health outcomes of our communities.

The ICB has delegated some authority to the three health and wellbeing alliances that operate in Suffolk and North-East Essex to act on its behalf. This is to ensure that the needs of smaller, local areas are addressed.

The ICB remains accountable for all of its functions, including those it has delegated. Local residents have a big role to play in the operation of the ICB. We rely on the experiences and perspectives of our communities to help shape our decision-making.

Date posted

11 March 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

D9710-ICB440

Job locations

Endeavour House

8 Russell Road

Ipswich

Suffolk

IP1 2BX

Job description

Job responsibilities

The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.

Job description

Job responsibilities

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.

Person Specification

Knowledge, Training and Experience

Essential

Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Significant administrative/ secretarial experience including initiating and maintaining office systems.
Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint and Access.
Understanding of Confidentiality and Data Protection Act.
Knowledge of NHS issues.

Other

Essential

An ability to maintain confidentiality and trust.
Professional, calm and efficient manner.
Commitment to continuing professional development.
Positive and flexible approach to work.

Equality & Diversity

Essential

Understanding of and commitment to equality of opportunity and good working relationships.

Skills

Essential

Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users.
Ability to work under pressure in a busy working environment and able to multi-task.
Effective team working.
Ability to work without supervision Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines.

Desirable

Minute taking

Person Specification

Knowledge, Training and Experience

Essential

Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Significant administrative/ secretarial experience including initiating and maintaining office systems.
Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint and Access.
Understanding of Confidentiality and Data Protection Act.
Knowledge of NHS issues.

Other

Essential

An ability to maintain confidentiality and trust.
Professional, calm and efficient manner.
Commitment to continuing professional development.
Positive and flexible approach to work.

Equality & Diversity

Essential

Understanding of and commitment to equality of opportunity and good working relationships.

Skills

Essential

Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users.
Ability to work under pressure in a busy working environment and able to multi-task.
Effective team working.
Ability to work without supervision Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines.

Desirable

Minute taking

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.