PEARS; Enquiry and Resolution Service Administrator

Job Overview

The post holder will provide efficient and effective administrative services to the Patient Enquiry, Advice, Resolution Service (PEARS), encompassing patient enquiries, feedback and complaints to support the Quality Directorate and Patient Safety.

• Understand and follow the Listening to People:
  The NHS Complaints, Incident and Redress Process (April 2026) process, supporting Investigating Officers.
• Use clinical systems to gather and confirm details so complaints and enquiries are allocated and logged correctly; challenge triaged complaints if necessary.
• Listen to all concerns and enquiries (formal, informal, compliments) and resolve them or refer to the appropriate person. Check if other services have been involved and update the complaint/enquiry.
• Complete a final format check of investigation reports and letters, amend where necessary, then close the complaint and inform the Investigating Officer.
• Develop and control administrative systems to manage the PEARS and Complaint Team’s workload; prioritize workload proactively.
• Help train new colleagues.

• Work to a weekly rota to manage the department’s phoneline and inboxes, logging complaints and early resolution outcomes, uploading all documents to the reporting system daily.
• Investigate early resolutions and resolve where possible; monitor pending items and follow up on outstanding information to ensure timely conclusion of complaints; send holding letters when complaints are not answered within the specified timeframe.
• Liaise with the Inquest Team regarding enquiries involving deceased patients to determine if an inquest is required and link to the complaint; check whether the patient has made previous complaints and link those.
• Check medical records for additional, relevant information before scanning to the Public Services Ombudsman for Wales (PSOW).
• Administer SMART surveys and send them to the relevant area for investigation.
• Provide administrative support: manage diaries, schedule appointments, type, produce and send reports, open, scan, log, file, filter daily incoming communications; schedule meetings, arrange venues, collate and send papers to delegates, take minutes, order, store, and issue stationery for the department.
• Attend relevant courses and keep mandatory training up‑to‑date.

• GCSE standard for Maths and English or equivalent experience.
• NVQ Level 3 or equivalent experience.
• Experience of office and administration procedures.
• Experience of setting up and using filing/IT systems.
• Familiar with DATIX, WPAS and Welsh Clinical Portal.
• Basic computer skills.
• Excellent customer care skills.
• Understand the importance of confidentiality.
• Basic knowledge of data protection legislation.

• ECDL or equivalent.
• Familiar with DATIX, WPAS and Welsh Clinical Portal (additional proficiency).
• Ability to speak Welsh.
• Awareness and willingness to be involved in implementing change.
• Able to work in complex situations.
• Able to challenge and offer viable alternatives.

• Ability to communicate clearly and precisely both verbally and in writing.
• Demonstrate breadth of experience and ability to apply this to practice.
• Demonstrate recent effective contribution to multidisciplinary working.

• Awareness and willingness to be involved in implementing change.
• Able to work in complex situations.
• Able to challenge and offer viable alternatives.