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Job description

We are looking to recruit an individual who displays empathy and kindness to support our PALS and Complaints function within the Experience Team. The successful candidate will have excellent communication and administrative skills.

The role is 26.25 hours a week and will be based at our head office in Hatfield.

We are seeking a PALS and Complaints Co-ordinator to join our Corporate Experience Team based in Hatfield.

The PALS and Complaints Co-ordinator will:

• Facilitate high quality and professional PALS and Complaints function for service users, carers and others seeking information, help or advice, or expressing concerns and complaints relating to services provided by HPFT, taking into account:
• The needs of service users, carers and the public
• The national standards and statutory procedures for Complaints
• Act as the first point of contact for service users, carers and others who wish to raise concerns, enabling them to pursue their concerns in the most appropriate way and managing complaints effectively when they arise.
• Works closely with Complaints Coordinators, Service Line Leads, Service Managers and Clinical staff.
• Provide support to team members in administration of Complaints management, data reporting and recording, management of information and communications.
• Support local teams with the complaints process to ensure that complaints and concerns are investigated and responded to appropriately, and lessons learned so that there is continuous improvement of services.

The successful candidate must be able to work on their own initiative, have excellent communication skills both written and verbal and be highly organised. They must be able to deal with distressing or emotional situations with compassion and empathy.

Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match. We are one of just five mental health trusts to achieve an overall rating of ‘Outstanding’ from the Care Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.

Our family of over 4000 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings. We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.

The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:

Our Trust values are:
Welcoming. Kind. Positive. Respectful. Professional.

These values are at the core of who we are and everything we do.

To provide high quality coordination skills for our PALS and Complaints function of the Experience Team. The post holder will be responsible for speaking to members of the public, listening to their queries and concerns with empathy and kindness and dealing with the matter in a timely way.

All staff should comply with the Trust’s Anti-Discriminatory Statement, Employee Charter, Trust Policies and Procedures, Code of Conduct and Equality and Diversity.