Assistant Patient, Carer and Public Involvement Officer-PAL/Complaints

For questions about this job, contact Laura Jones (laura.jones173@nhs.net) or Sharon Barber (sbarber5@nhs.net). Shortlisting date: 02.11.2026. Interview date: 16.11.2026.

About the role

The Patient Experience team has an exciting opportunity for an enthusiastic, highly motivated and organised individual who enjoys the challenge of working in a fast‑paced environment with a varied workload, to join the Complaints and PALS teams. The successful candidate will act as the first‑line contact for queries and provide effective day‑to‑day support with the administration duties involved within both Complaints and PALS teams.

Responsibilities

• Monitor incoming correspondence from a variety of sources
• Answer calls
• Deal with Complaint and PALS response letters
• Co‑ordinate complaint meeting recording equipment with CSUs
• Work closely with the managers of both teams
• Take minutes during service management meetings
• Collaborate with team members, medical, nursing and administrative colleagues across the organisation to ensure smooth and effective communication and service delivery within administrative responsibilities

Team structure

The Complaints and PALS team sits within the wider Patient Experience Team and is part of the Chief Nurse Clinical Specialty Unit. The team consists of:

• Service Managers
• Team Managers
• Complaints Case Managers
• Complaints case handlers
• PALS officers

The team reports directly to a Lead Nurse and Head of Patient Experience. The teams are well established and dedicated to ensuring that anyone using the complaints and PALS services has a positive experience.

Requirements

• Excellent organisational and communication skills
• Ability to work effectively as part of a busy team
• Capable of managing own workload, using initiative, prioritising competing demands and working to tight deadlines
• Strong commitment to providing a welcoming, efficient, professional and caring service to patients and their families
• Confidence when dealing with members of the public and ability to communicate effectively with patients, relatives and colleagues in potentially challenging and busy situations
• Excellent IT skills
• Good working knowledge of patient administration systems
• Previous experience of the DATIX system is advantageous; full training can be provided

About Leeds Teaching Hospital NHS Trust

Our Trust values – The Leeds Way

• Responsible
• Open and Honest
• One Team
• Kind

Our Trust priorities

Our purpose: Excellent, safe and sustainable care for every patient every time.

• People
• Improvement and Innovation
• Partnerships
• Outcomes

Sponsorship eligibility

To comply with UK Government regulations on Skilled Worker sponsorship, Leeds Teaching Hospital NHS Trust is unable to provide sponsorship to applicants who do not meet the eligibility criteria or the salary threshold concessions set out under the Skilled Worker visa route. Please take this into consideration before submitting your application. Full guidance on these concessions, including details of who may qualify, can be found on the Trust’s website. The Trust reserves the right to close this advert early if a high number of suitable applications are received.