PALS and Complaints Administrator

We are looking for a compassionate, confident and organised administrator to join our team and play a key role in our resolution of concerns that our patients and carers have about the care we provide.

This is a part-time role (half full-time equivalent), working within an established team which will give the successful applicant the opportunity to positively impact on the lives of our patients, carers and colleagues.

The role is based at our Trust Headquarters. The PALS and Complaints Team is part of our wider Patient & Carer Experience & Engagement team who are collectively working to make the patient and carer voice loud, unmissable and impactful in our Trust and support the achievement of our ambition to have people with lived experience shaping all our decisions.

We will support the successful applicant's development within the role.

• Be the first point of contact for those raising concerns (via the office telephone and team email inbox) and will need to triage concerns to determine which enquiries they can effectively manage and which would need to be escalated to other members of the PALS and Complaints team
• Manage the administrative aspects of our PALS and complaints processes, including maintenance of electronic records, monitoring channels of communication, arranging meetings, management of post and support the production of written documents including reports.
• Provide advice and information to service users and carers in a person centred, compassionate manner in accordance with their communication needs and preferences.
• Develop and maintain strong working relationships with staff across the organisation and/or other agencies to resolve queries and concerns raised by service users and carers.

We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.

Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We’re really proud of our #PennineCarePeople and do everything we can to make sure we’re a great place to work.

All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.

Please see attached job description and person specification to support your application for this post. Please refer to the essential criteria in the person specification which will highlight the skills, knowledge and experience you will need to demonstrate in your application, by way of example, to give yourself the best opportunity to be shortlisted