Job summary
- Main area
- Administration
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Part time - 30 hours per week
- Job ref
- 188-THQ170626
- Employer
- University Hospital Southampton NHS Foundation Trust
- Employer type
- NHS
- Site
- Southampton General Hospital
- Town
- Southampton
- Salary
- £25,760 - £27,476 per annum per annum pro rata
- Closing
- 06/07/2026 23:59
Employer heading
PALS / Complaints Administrator
Band 3
Job overview
University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.
Please see below for detailed job description of the role.
Main duties of the job
We are looking for a friendly, efficient, and conscientious person to support the patient support officers and the complaints team with the administrative tasks required for the effective delivery of the service. This includes being the first contact for patients coming to the PALS office, assisting with complaint acknowledgments, acknowledging feedback and sending to the relevant team, setting up complaint cases and inputting data relevant to complaints.
We are a small team of PALS officers (PSO) and complaints handlers offering support to all patients under the care of University Hospitals Southampton. The team are available Monday to Friday between the hours of 0800 and 1600.
The team are friendly and supportive and work closely to manage the needs of the service to provide the best outcome for the complainants and the Trust. The PALS team is managed by a registered nurse who provides clinical oversight and the complaints team is managed by an experienced complaint manager.
Working for our organisation
University Hospital Southampton is one of England's largest acute teaching Trusts, offering a wide range of learning and development opportunities to support your career aspirations.
Located on the south coast with an international airport and direct rail links to London, Southampton offers an ideal setting to live and work, with the New Forest, South Downs and Jurassic Coast.
We believe that using technology wisely shows strong time management and commitment to innovation. However, personalising your recruitment application to highlight your unique skills and experiences is crucial. Relying too heavily on generic, AI-generated content instead of drawing from your own strengths and accomplishments may lead to your application being rejected if multiple candidates present identical or similar information.
At UHS, we’re committed to providing a flexible working environment where possible. Whether you are balancing family, study, or your wellbeing with your career, we want to support you so you can help our patients.
At UHS, we proudly champion individuality, recognising that outstanding care is only possible with a diverse, inclusive team. We’re committed to creating an anti-racist, anti-discriminatory environment where everyone feels valued, safe, and empowered to make a meaningful impact in our communities. We welcome applicants of all backgrounds, identities, and experiences to join us in building a healthcare community where everyone can belong, thrive, and contribute.
Detailed job description and main responsibilities
WHAT YOU’LL DO
Ensure good customer service by providing a professional and effective initial face to face contact with patients and their relatives attending the PALS office, obtaining a summary of their concerns and queries and directing them to either another service or a PALS case officer.
Ensure appropriate electronic systems are kept up to date; ensuring that information entered onto the system is in line with the Trust’s data quality standards.
Be proficient in the use of all electronic systems in relation to the role and undertake training as required if new technology / systems are introduced, to ensure competencies are maintained and efficiencies of the administrative processes are maximised.
General administrative duties including filing, photocopying, diary management and distribution of mail.
WHAT WE’RE LOOKING FOR
Experience as a Receptionist or Admin Assistant linked to a clinical service or customer focused environment.
Diploma level qualification or equivalent experience.
Good communication and general IT skills
Able to work with a team and prioritise own work
Person specification
Qualifications, knowledge and experience
Essential criteria
- Good standard of secondary education with literacy and numeracy skills demonstrable to GSCE pass level or equivalent standard.
- NVQ Level 3 in Business Admin or equivalent level of experience.
- RSA 2 word processing/typing or equivalent experience.
- Proficient in all aspects of Microsoft Office.
- Experience as a Receptionist or Admin Assistant linked to a clinical service or customer focused environment.
- Knowledge of medical terminology
- Administrative and organisational experience.
Desirable criteria
- Courses / further study attended to demonstrate evidence of personal development.
- Diploma level qualification or equivalent experience.
- European Computer Driving Licence (ECDL)
- RSA 3
- Proficient in the use of all hospital computerised patient systems.
Skills and competencies
Essential criteria
- Ability to learn and assimilate information quickly
- Communication
- General IT skills
- Microsoft Office skills
- Multitasking
- Prioritisation
- Teamwork
- Working under pressure
Trust Values
Essential criteria
- Patients First
- Always Improving
- Working Together
Employer certification / accreditation badges
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.
Documents to download
Further details / informal visits contact
- Name
- Rachel Jarvis
- Job title
- PALS Manager
- Email address
- [email protected]
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