PALS and Complaints Co-ordinator

PALS and Complaints Co-ordinator

Location: Northampton

Salary: From £25,320 plus excellent benefits 

Hours: 37.5 hours per week

About St Andrew’s

We are St Andrew’s. We are a thriving charity, and our vision is a society in which everyone living with mental health need is heard, valued and has hope for their future.

We help people to overcome barriers, and we work tirelessly to help people in our care to find hope.

Are you full of curiosity and ideas? Are you inspired to do the right thing every day, living by our CARE values of Compassion, Accountability, Respect and Excellence?

Then come join us. Let’s transform lives together. 

The Team

Here’s your chance to join a team which is committed to helping our patients, service users, relatives and other people, to seek resolution to their concerns and complaints to ensure that St Andrew’s can learn and make improvements. If you share this passion, we would welcome your application for this position.

The Patient and Carer Experience Team, which includes our Patient, Advice and Liaison Service (PALS) and Complaints service, is responsible for ensuring that concerns and complaints are dealt with appropriately if the standard of service falls below what is expected.

Your Role with Us

We are seeking a competent and experienced PALS and Complaints Co-ordinator with interpersonal, organisational and analytical skills. In this challenging post, you will be the member of the team that aims to resolve concerns and complaints quickly and efficiently and use the feedback obtained to influence and improve patient and carer experiences.

This is a demanding role that requires the ability to multi-task and prioritise conflicting demands. The ideal person will be skilled in supporting the effective leadership of complaints, concerns and enquiries and be knowledgeable in national legislation and processes. They will have the ability to interpret data and information and report findings for Governance meetings and the Board of Governors.

Your Profile

You must have working experience of handling complaints, a natural proactive attitude, the ability to remain calm under pressure, have excellent communication and interpersonal skills. Due to the nature of this role you must be able to maintain a high degree of confidentiality and discretion.

Reward and Benefits

We offer an excellent benefits package including: Pension; Sickness policy on par with the NHS; Access to the Blue Light Card and Health Service Discounts schemes; 35 days annual leave (including bank holidays), increasing to 41 after 10 years' service; Life cover; Electric Car lease scheme; Cycle to work scheme; Healthcare cash plan; Free parking; Paid DBS application; Access to free vocational qualifications. On-site facilities such as gym and swimming pool access and cafés all set within beautiful grounds

Closing Date: Sunday 1st December 2024

Please note: This advert will be published for four weeks, St Andrew’s will conduct interviews throughout this time and should the appropriate candidate be found during this time, the advert will be closed.