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Job summary

Main area
Administration
Grade
NHS AfC: Band 3
Contract
Permanent
Hours
Full time - 37.5 hours per week (Monday- Friday)
Job ref
193-7518850COR
Employer
Royal Berkshire NHS Foundation Trust
Employer type
NHS
Site
Royal Berkshire Hospital
Town
Reading
Salary
£24,937 - £26,598 per annum
Salary period
Yearly
Closing
23/11/2025 23:59

Employer heading

Royal Berkshire NHS Foundation Trust logo

PALS and Complaints administrator

NHS AfC: Band 3

At the Royal Berkshire NHS Foundation Trust we put our patients at the heart of every element of health and care that we provide. The Trust works together as a community to deliver its vision which is “Working together to provide outstanding care for our community.”

Royal Berkshire Hospital are pleased to announce that following our CQC inspection we have been rated ‘Good’ with inspectors reporting that we have made significant improvements.  The Trust’s overall rating has also improved to ‘good’.  

We are Compassionate in our thoughts, words and actions

We are Aspirational and have a true desire to be dynamic and to innovate

We are Resourceful and responsible in the way we work and live

We are Excellent in our development, fairness and sharing best practice

At the Royal Berkshire NHS Foundation Trust, we value candidates who bring their unique personalities, skills, and experiences to the Trust. When completing your application, we encourage you to highlight your individual achievements and strengths, showing us how they align with the requirements outlined in the job description and person specification. While we recognise that some applicants may use AI tools during the process, please be mindful that AI-generated responses can often lack the personal detail and relevance needed to demonstrate your suitability for the role. AI generated content is discouraged by the Trust and may diminish the candidates chances of success.

Amazing things happen at the Royal Berkshire NHS Foundation Trust; delivered by amazing people so why don’t you come and join us.  We offer a range of learning and development for all employees may you be clinical or non-clinical.  

Job overview

An opportunity has arisen for an experienced administrator to join the PALS (Patient Advice and Liaison Service), supporting the delivery of the service. PALS deal with a wide range of enquiries and concerns from patients, relatives, carers and external organisations.  The successful candidate will have a strong focus on customer care, excellent communication skills, the ability to problem solve and a tactful, empathetic nature.  You will work as part of a team and also have the ability to work independently, to think creatively about how you may provide an appropriate resolution. 

The post holder will work closely with other members of the PALS team, sharing knowledge and learning. The post holder will also liaise with external organisations and internal stakeholders in relation to PALS enquiries/concerns. 

Main duties of the job

Core activities will include:

  • Management of the shared inboxs
  • Telephone communication
  • Logging correspondence onto a database
  • Working as a team 

Working for our organisation

Diversity makes us interesting… Inclusion is what will make us outstanding.

Inequality exists and the journey to eliminate it is not easy. Every step we take will be a purposeful step forward to deliver a truly inclusive culture where all our people are enabled to deliver outstanding care, where background is no barrier, and where everyone can be their authentic self and we truly represent our patient community.

We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where possible. All applicants who have a disability and meet the minimum criteria for the post can opt for a guaranteed interview.

If you need additional help with your application please get in touch by calling the recruitment team on 0118 322 6997 or 0118 322 5342.

Our primary method of communication will be via email. However, if you would prefer to be contacted through a different method, please inform the recruitment team.

Detailed job description and main responsibilities

To support with the administration of the PALS and Complaints teams.  You will be a strong team player with excellent organisation skills.  Strong MS office skills and a willingness to learn our specific IT packages.  You  must be well organised and have a good attention to detail with a strong customer focus.  Ability to work independently and solve problems. 

The main functions of the role are to log incoming PALS concerns from Email, Phone and In Person.   Must be able to build relationships with colleagues in other teams. Clear polite communication both written and spoken is essential. 

 

Person specification

essential

Essential criteria
  • MS office (outlook)
  • Telephone experience
Desirable criteria
  • Office qualification

essential

Essential criteria
  • English GCSE
  • A-levels (or equivalent)
Desirable criteria
  • customer service experience
  • shared inbox management

Employer certification / accreditation badges

NHS Pastoral Care Quality AwardApprenticeships logoNo smoking policyCare quality commission - GoodArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.Disability confident employerStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Florence Nightingale FoundationNational Preceptorship for Nursing Quality Mark 2024

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

Candidates to be capped at 25 applications per 1WTE position to be recruited

Documents to download

Apply online now

Further details / informal visits contact

Name
Megan Wynn
Job title
Deputy PALS and Complaints Manager
Email address
[email protected]
Telephone number
0118 322 8338
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