Job summary
- Main area
- Administration
- Grade
- Band 7
- Contract
- Fixed term: 12 months (Maternity Cover)
- Hours
- Part time - 22.5 hours per week
- Job ref
- 271-CYPGS-7297013
- Employer
- Great Ormond Street Hospital for Children NHS Foundation Trust
- Employer type
- NHS
- Site
- Great Ormond Street Hospital for Children NHS Foundation Trust
- Town
- London
- Salary
- £56,276 - £63,176 pro rata per annum inclusive
- Salary period
- Yearly
- Closing
- 17/08/2025 23:59
Employer heading
PALs & Complaints Senior Support Officer
Band 7
Job overview
We are seeking a skilled and compassionate individual to join the new NHS Children and Young People’s Gender Service (London) in the role of Pals & Complaints Senior Support Officer.
Applicants should have experience in within mental health services and working with a diverse range of patients, particularly young people. Applicants should also have significant experience of investigating formal complaints within the NHS.
The post holder will be responsible for leading and managing the complaints caseload within the Gender Service and ensuring compliance with the actions and learning committed to within complaints, which is vital for the improvement of patient experience and safety. To provide a comprehensive patient advice and liaison service to families who are accessing the Children and Young People’s Gender Service and be a point of contact for patients and assist them in resolving any difficulties they might have.
Main duties of the job
A new clinical pathway has been developed, based on the recommendations of The Cass Review, the NHS England interim service specification, and the expertise of many clinicians from across the North-West, London, and South-Western Hubs. The service will be delivered by a wide multi-disciplinary team including paediatricians, psychiatrists, psychological professionals, safeguarding professionals, youth workers, nurses, speech and language therapists, dieticians and occupational therapists. Who patients see will be dependent on the support and care they need.
Children and young people will receive an in-depth assessment of their needs, and a care plan will be developed with them and, if needed, those supporting them. Children and young people may be offered a range of care interventions such as therapy, family therapy, physical health support, or mental health support for any identified difficulties they may want help with. The team will also liaise with health professionals in local services nearer to the child or young person.
It is expected that the NHS Children and Young People’s Gender Service will continue to change and evolve as more learning, research and evidence is developed in this area, and therefore we would encourage applications from individuals with a passion for service improvement, audit and research.
Working for our organisation
GOSH is committed to recruiting the best person for the job, based solely on their ability and individual merit as measured against the criteria for the role; through a process that is fair, open, consistent and free from bias and discrimination.
We are committed to being a diverse and inclusive employer and foster a culture where all staff are valued, respected and acknowledged. All applicants will receive consideration for employment without regard to race, colour, national origin, religion, sexual orientation, gender, gender identity, age, disability status or length of time spent unemployed.
We particularly welcome applications from BAME communities, people with disabilities and/or long-term health conditions and LGBT+ community members.
We have policies and procedures in place to ensure that all applicants and employees are treated fairly and consistently. We are proud to be accredited as a Disability Confident Employer, a member of Business Disability Forum and a Stonewall Diversity Champion.
We have active and Executive supported BAME, LGBT+ and Allies, Disability and Long-Term Health Conditions and Women’s staff networks. Staff networks are employee-led groups formed around interests, issues and a common bond or background. Staff network members create a positive and inclusive work environment at Great Ormond Street Hospital by actively contributing to the Trust’s mission, values and efforts specific to inclusion. All of our staff networks are open to any employee
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents please view the attachment/s below.
Person specification
Academic/Professional qualification/Training
Essential criteria
- Degree level or equivalent experience
- Evidence of further professional development
Desirable criteria
- Risk management qualification
Experience/Knowledge
Essential criteria
- Significant experience of working within the NHS
- Experience within a mental health service & experience working with a diverse range of patients, and particular experience working with young people
- Significant experience of working with all grades of staff including executives to manage complaints and/or risk events
- Significant experience of investigating formal complaints within the NHS
- Significant knowledge of the NHS Complaints Procedure
Desirable criteria
- Experience in managing compliance with processes and procedures
- Experience of Risk Management within the NHS
- Knowledge of clinical governance / external accreditation process
- Knowledge of the PHSO processes
- Knowledge of Root Cause Analysis techniques
Skills/Abilities
Essential criteria
- Ability to communicate with families and staff who are experiencing distress
- Excellent organisational, leadership management skills
- Experience in trent analysis and aggregation
- Experience of carrying out detailed investigations using Root Cause Analysis techniques
- Previous staff management
- Experience of managing incident reporting systems e.g. Datix
- Proven ability to work under pressure and meet tight timescales
- Able to react and respond as incidents and events arise, with self-discipline to support periods of lone working
- Evidence of personal insight and sound judgement
- Excellent communication, written and presentation skills
- Ability to work across professional role and organisational boundaries to maintain constructive working relationships
- Well-developed leadership, influencing and negotiating skills with the ability to manage complex situations
Culture and Values
Essential criteria
- Knowledge and understanding of diverse backgrounds and perspectives
- Understanding of Diversity and Inclusion challenges in the workplace
- Demonstrable contribution to advancing Equality, Diversity and Inclusion in the Workplace
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Hannah Brice
- Job title
- General Manager
- Email address
- [email protected]
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