A PALS and Complaints Officer has an important and challenging role in providing an accessible contact point for service users, their relatives, carers and members of the public using the services of Avon and Wiltshire Mental Health Partnership Trust.

Have you experience working within a NHS PALS & Complaints department? Are you a people person with excellent verbal and written communication skills? Do you enjoy using your resourcefulness to help to solve problems? Would you like to make a difference to our service users and carers and help to improve our services?

You will have experience of working in a customer-focused environment and well-developed interpersonal skills, computer literacy and excellent written and verbal communication skills. You will be tenacious, have an eye for detail, have demonstrable problem-solving experience and must be able to remain calm under pressure.

P.S: The proposed interview date is 29th April

We are looking for a friendly, resourceful, confident and enthusiastic person who would enjoy helping our service users, carers, and the public we serve.

This would involve providing information, reassurance and advice about our services, mediation and negotiation, and ensuring that outstanding concerns are resolved thoroughly yet speedily.

You will be responsible for addressing concerns highlighted by our service users, carers and members of the public. Where immediate resolution is not possible, you will be responsible for progressing concerns through the NHS Complaints procedure and in accordance with the Trusts complaints pathway.

You will work within a small team, regular office hours, dealing directly with the public and liaising with staff and managers within our community and hospital services. The postholders will need to travel across Trust sites and beyond as required.

We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust): a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.

We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES;), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.

Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.

To be a first point of contact for enquiries, concerns, suggestions and complaints from service users, patients, carers, members of the public and staff – referring them and signposting them to relevant agencies.

To resolve concerns and queries from service users, carers, patients, members of the public – many of which will be complex and/or sensitive - by analysing situations, problem solving effectively and mediation.

Advise service users, patients and carers about the complaints process and how to access support to use the Trust complaints system