Job vacancy: Senior PALS & Complaints Administrator, University Hospitals Bristol and Weston NHS Foundation Trust, Bristol

Job summary

Main area: Patient Support Services
Grade: Band 4
Contract: Permanent: PLEASE NOTE THAT THE BANDING OF THIS POST IS SUBJECT TO CONFIRMATION
Hours: Full time - 37.5 hours per week (Monday to Friday (excluding Bank Holidays))
Job ref: 387-TS-6826-IB

Employer: University Hospitals Bristol and Weston NHS Foundation Trust
Employer type: NHS
Site: Bristol Royal Infirmary - A206
Town: Bristol
Salary: £25,147 - £27,596 pa pro rata
Salary period: Yearly
Closing: 19/07/2024 23:59
Interview date: 30/07/2024

Senior PALS & Complaints Administrator

Band 4

As an organisation we recognise the value of a healthy work-life balance. When applying, speak to us about how we might be able to accommodate flexible working, so your work life fits around your home life.

We particularly welcome applications from Black, Asian and minority ethnic candidates as they are under-represented within the Trust.

Click on this link to find out about our values https://www.uhbw.nhs.uk/p/about-us/our-trust-values

Detailed job description and main responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Person specification

Qualifications and Training

Essential criteria

Good standard of general education at GCE/GCSE level or equivalent, including English Language and Mathematics
Able to meet person specification for the role

Desirable criteria

NVQ Level 3/4 in Business Administration or similar subject

Knowledge and Experience

Essential criteria

Able to demonstrate a good understanding of NHS Complaint Regulations
Ability to work effectively with all levels of staff, including senior managers
Good understanding of Data Protection Act and Information Governance requirements
Experience of working in a complaints / customer service role, including dealing with difficult situations / contentious issues
Significant experience in an administrative role, including data entry
Experience of staff supervision

Desirable criteria

Experience of working in the NHS / healthcare sector
Experience in a public facing role
Experience of using Datix
Experience of working a PALS or NHS Complaints service

Skills and Abilities

Essential criteria

Good working knowledge of Microsoft Office systems, specifically Outlook, Word and Excel and database applications
High level of written and verbal communications skills, including experience of drafting correspondence and emails
Advanced keyboard skills
High level of organisational skills, with ability to prioritise workload and work with frequent interruptions
Ability to be tactful and to empathise and be sensitive in handling patients, their representatives, and all staff groups
Able to ensure confidentiality is maintained at all times and sharing of information is done in accordance with Trust policies and procedures

We hope that you will decide to join us and become part of this exciting journey, helping us to shape our future together.

· As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application to ensure we’re meeting our pledge.

· The Trust is committed to investing in and caring for all our staff. We will support you in maintaining and improving your health and wellbeing, as well as your career development through management and training support - developing exceptional people for exceptional careers.

· UHBW is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

· To comply with Part 7 of the Immigration Act 2016 all applicants must be able to speak fluent English to an appropriate standard which will be assessed at Interview.

· If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system.

· The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

· By applying for this post, you are agreeing to University Hospitals Bristol and Weston NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.

· Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

IMPORTANT:

Please note that if you apply for a position with this Trust, you may be contacted via Trac or via email. This includes invites for job interviews. We therefore recommend that you regularly check your Trac account and email accounts. We may also contact you by texting the mobile number, if provided, on the application form.

Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore, please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification

Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.

As a guide interviews should usually take place within 3 weeks of the closing date.

When providing employment reference details, please provide correct work-related email addresses so references can be sought promptly when we are looking to progress your application. Your referee must all be known to you in a line manager or professional lead capacity.