PALS and complaints administrator

Ensuring timely, accurate handling of enquiries, feedback and complaints, providing a key point of contact to receive and respond to initial enquiries and feedback about the services provided by the trust, via phone, email or in person. Provide clear, non-clinical information and signposting, dealing with sensitive situations in a calm and professional manner, de-escalating situations where required and escalating urgent concerns promptly. Responsible for the administration of standardised processes to meet the requirements of the NHS complaints regulations (2009) including processes for acknowledgment, consent and records management on InPhase and supporting the Chief Executive signing process of local resolution responses within the designated and agreed timescales. Provide general administrative and office duties for the PALS and complaints team and the wider patient experience team including co-ordinating information requests, data entry, raising orders, managing post and circulars, updating information, support for team meetings, improvement projects, and events.