Job summary
- Main area
- PALS Officer
- Grade
- NHS AfC: Band 4
- Contract
- Permanent: At The Dudley Group, we understand the benefits of offering a range of flexible working options from day one of employment to support both employees and the Trust. Offering flexible working opportunities is one of the ways that the Trust aims to attract and retain a diverse workforce. Further information on the options available can be found via the link in the job advert.
- Hours
- Part time - 16 hours per week (Three days per week)
- Job ref
- 253-0326-7789427-A
- Employer
- The Dudley Group NHS Foundation Trust
- Employer type
- NHS
- Site
- Russells Hall Hospital
- Town
- Dudley
- Salary
- £28,392 - £31,157 Pro Rata Per Annum
- Salary period
- Yearly
- Closing
- 15/04/2026 23:59
Employer heading
PALS Officer
NHS AfC: Band 4
Job overview
PALS act on behalf of patients’ and their families and carers, liaising with staff, managers and where appropriate, other relevant organisations, to help resolve concerns and queries.
The PALS officer will need to help resolve any concerns or enquiries patients, relatives, carers and staff may have with any aspect of the Trust’s services.
Main duties of the job
The post holder will:
-
Deliver caring and compassionate advice and support to patients, relatives and carers, often in distressing circumstances over the telephone or face to face.
-
Work as part of a team to effectively manage a complex caseload in a fast paced environment, delivering an excellent user experience whilst achieving challenging timeliness targets.
-
Maintain accurate electronic case records on the Trust’s case management system (Datix).
-
Work closely with the wider services/ clinical groups, providing insight to aid service improvements.
Working for our organisation
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of “excellent health care, improved health for all”. We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.
As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.
Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.
Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)
Detailed job description and main responsibilities
Please refer to the attached job description for full details of the main duties and responsibilities that the post holder is required to undertake.
Person specification
Qualifications
Essential criteria
- Minimum 4 GCSE’s, NVQ3 or equivalent
Desirable criteria
- Previous PALS experience
- ‘A’ Level equivalent or higher education
Experience
Essential criteria
- Extensive experience working with patients and the public in customer service role
- Extensive administration experience
- Experience of preparing written responses
Desirable criteria
- Experience of using DATIX database system
Communication
Essential criteria
- Liaison and negotiating skills
- Excellent written and verbal communication skills, with the ability to communicate with people at all levels using different methods
- Able to deal with people who may be distressed, anxious or potentially aggressive
Analytical & Judgement Skills
Essential criteria
- Display confidence in own judgement but responds constructively to alternative ideas
- Ability to use own initiative and re-prioritise work when needed
Planning & Organisational Skills
Essential criteria
- Excellent organisational skills and the ability to organise and plan to meet deadlines and manage time effectively
- Ability to work calmly and effectively under pressure
- Able to manage time and work under pressure
Physical Skills
Essential criteria
- Good computer skills: Competent in Microsoft Office software and databases e.g. Datix, PAS
- Capable of working without supervision
Knowledge
Desirable criteria
- Knowledge of NHS Complaints Procedure/PALS
- Knowledge of The Dudley Group or another acute/integrated Trust
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Lara Fullwood
- Job title
- Complaints and PALS Manager
- Email address
- [email protected]
- Telephone number
- 01384 321035
- Additional information
Monday to Friday 9am to 5pm
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