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PALS and Complaints Coordinator

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.

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