PALS & Complaints Officer | Mid and South Essex NHS Foundation Trust

An exciting opportunity has arisen for an enthusiastic and forward-thinking individual to join our team as a PALS & Complaints Officer.

We are seeking a motivated individual with excellent communication, interpersonal and organisational skills. As part of the team, you will ensure that concerns raised by patients and members of the public are recorded accurately and directed to the appropriate hospital services for prompt and effective resolution. The feedback gathered through this process helps to inform learning and improve patient experience across the Trust.

Working with patients, relatives and staff, you will manage sensitive and sometimes complex situations with compassion, professionalism and discretion. PALS & Complaints Officers play a key role in sharing patient insight, supporting continuous improvement and contributing to the delivery of safe, high-quality care and an excellent patient experience.

The successful candidate will be enthusiastic, resilient and committed to delivering a responsive and compassionate service. You will demonstrate sensitivity and tact, sound judgement, and the ability to communicate confidently and respectfully with a wide range of people.

As a PALS & Complaints Officer, you will provide an accessible first point of contact for patients, relatives and members of the public who have questions, concerns or complaints about Trust services. You will listen carefully, record information accurately and ensure cases and associated records are updated promptly and clearly.

The position provides guidance to service users and staff on the appropriate processes for resolving concerns and complaints, working closely with clinical and non-clinical teams across all Divisions and with external organisations. This varied and rewarding role requires empathy, professionalism and resilience, particularly when offering reassurance and support to people who may be distressed or facing emotionally challenging circumstances.

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.

For full details about this varied and rewarding role, please see attached job description.

We look forward to your application.

Please be aware that we reserve the right to close this vacancy early if we receive a suitable number of applications.

Unfortunately, there is no Visa Sponsorship available for this role. Whilst we are able to employ candidates on a graduate Visa, we are unable to offer sponsorship once the graduate visa expires.

This advert closes on Tuesday 20 Oct 2026