Job summary
- Main area
- Corporate Governance
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Monday-Friday 9:00-5:00pm)
- Job ref
- 245-ADM4PALS-10-26
- Employer
- Tameside and Glossop Integrated Care NHS Foundation Trust
- Employer type
- NHS
- Site
- Tameside Hospital
- Town
- Ashton Under Lyne
- Salary
- £28,392 - £31,157 per annum
- Salary period
- Yearly
- Closing
- 01/11/2026 23:59
Employer heading
PALS and Complaints Officer
Band 4
Job overview
Are you looking for an opportunity to make a real difference to the experience of patients, families and carers?
An exciting opportunity has arisen to join the PALS and Complaints Team at Tameside and Glossop Integrated Care NHS Foundation Trust. We are seeking a motivated and compassionate PALS and Complaints Case Officer to join our busy and supportive team
Important Notice on Visa Sponsorship Eligibility
Please note that whilst the trust does offer sponsorship this role is unfortunately not eligible for visa sponsorship under the UK Skilled Worker visa route. This is due to the position not meeting the minimum salary threshold of £41,700 per annum and/or the required skill level set by UK Visas and Immigration.
We appreciate your interest in this opportunity and encourage applications from candidates who already have the right to work in the UK.Main duties of the job
To work in the PALS and Complaints Teamin ensuring that all enquiries and complaints are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.
Working for our organisation
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
- Compassion
- Accountability
- Respect
- Excellence
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; between 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
Detailed job description and main responsibilities
The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person specification
Knowledge
Essential criteria
- Aware of role of Patient Advice and Liaison Service (PALS) and NHS Complaints Procedure
- Understanding of data protection and confidentiality
Desirable criteria
- Good understanding of the PHSO procedure
Experience
Essential criteria
- NHS or equivalent health and social care experience relevant to the post
- Experience of talking to distressed and upset members of the public on the telephone and face to face.
- Experience of managing complaints
- Experience of resolving disputes at a local level
- Experience of working in a team
Desirable criteria
- Experience of using patient safety management systems including Ulysses, Datix or other risk management systems
Qualifications
Essential criteria
- Minimum 5 GCSE’s one of which should be English Language and/or equivalent relevant experience
- RSA11, NVQ3 or equivalent relevant experience
- Good General secondary education or relevant equivalent experience
Desirable criteria
- Evidence of continued professional development
Skills
Essential criteria
- Good understanding of grammar and punctuation
- Ability to work in Microsoft word
- Ability to prioritise competing demands
- Ability to communicate sensitively and be able to manage challenging situations
Employer certification / accreditation badges
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Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Liz Penny
- Job title
- PALS and Complaints Manager
- Email address
- [email protected]
- Telephone number
- 0161 922 5356
- Additional information
You can find out more about the role by contacting us on the details given - Mon, Tue or Friday.
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