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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

The Dudley Group NHS Foundation Trust logo

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

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyPositive about disabled peopleAge positiveDisability confident leaderInvestors in People: GoldImproving working livesMindful employer.  Being positive about mental health.Care Leaver CovenantNHS Pastoral CareArmed Forces Covenant Bronze AwardENEI 2024 Gold

Application numbers

Please be aware that we reserve the right to close this vacancy when we have received a sufficient number of applications.

Documents to download

Apply online now

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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