Complaints & PALS Officer

Employer Royal Surrey NHS Foundation Trust Employer type NHS Site Royal Surrey NHS Foundation Trust Town Guildford Salary £33,677 - £40,996 per annum including High Cost Area Supplement Salary period Yearly Closing 14/10/2026 23:59

The Complaints & PALS Team are looking for a well-motivated, friendly and hardworking individual to join the team in the role of the Complaints & PALS Officer. We are looking for someone who pays great attention to detail, has an excellent telephone manner and has previous experience of working in an office environment. The focus of the job is to ensure that all formal complaints & PALS contacts are handled in line with Trust policy

This key position will require excellent communication and organisation skills with knowledge of basic IT. Previous complaints experience is desirable. You must have a methodical approach to work and be able to work independently as well as in a team whilst remaining calm under pressure.

Duties will include logging, acknowledging and closing complaints & PALS contacts, arranging meetings, taking minutes, answering telephone calls, maintaining databases and spreadsheets and liaising with staff across the organisation. You will also attend meetings with complainants and their relatives and will be someone who is confident in interacting with a variety of different people.

This is an excellent opportunity to join a friendly and supportive team whilst working in a fast-paced and interesting department within the Trust.

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme alongside a strong commitment to developing your career. Our diverse and welcoming Royal Surrey family ensures you feel valued from your initial interview and throughout your time with us.

We are clinically led and provide joined-up care by bridging hospital and community services, alongside delivering regional specialist cancer care. Our main acute hospital site is in Guildford, with community sites at Milford, Haslemere and Cranleigh, and services delivered in patients’ homes across Guildford and Waverley.

We work in partnership with Ashford & St Peter’s Hospitals NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities.

The Care Quality Commission (CQC) has rated us as Outstanding. We are proud of our achievements and continue to invest in our people and infrastructure.

To learn more about life at Royal Surrey, please watch our short video:

The Complaints & PALS Officer is responsible for supporting the Complaints & PALS Lead in the development, implementation and maintenance of the Trust’s Complaints and Concerns Policy, including meeting the deadlines outlined in the policy and ensuring compliance with the requirements of any new guidance for NHS complaints.

The post holder will deal directly with service users and the public, Trust staff and others through face to face meetings, telephone conversations and formal written correspondence. The post holder will ensure all feedback is handled appropriately and undertake the administrative support for Complaints & PALS handling in line with national guidance and the Trust’s policies and procedures

• Educated to degree level or equivalent level of experience

• Demonstrate 1-2 years working in a public facing role
• Significant experience in working in an office environment
• Experience of dealing with staff at all levels…