PALS & Complaints AdministratorNHS

Job summary

The PALS and complaints team at ESNEFT are looking for an experienced administrator to join their team.

The focus of this post is to provide accurate, flexible, comprehensive and consistent administrative support within the existing Complaints team when handling enquiries from patients, relatives and carers as well as other service users.

You will utilise the required technology and hospital systems to support other team members to deliver an efficient administrative service.

Ideally, the position is to cover core office hours, Monday to Friday from 8am - 4pm to support the PALS and Complaints Co-Ordinators during their busiest times when the telephone lines are open (10am to 2pm).

***Please be aware that the post can close earlier if sufficient amount of applications received.***

PROVISIONAL INTERVIEW DATE: TUESDAY, 20TH OCTOBER 2026

Main duties of the job

• Dealing with external and internal enquiries which may include providing non clinical information or advice to patients, relatives and carers as well as service users
• Opening, scanning and distributing incoming post
• Passing on messages, as appropriate, to the relevant person in a timely way
• Listening to voicemails and allocating to the appropriate Complaints Co-Ordinator to action
• Managing the generic Complaints email account and allocating work to team members
• Logging straightforward email enquiries on an electronic database (Datix) and ensuring, when appropriate, they are shared with the relevant department to obtain a response
• Using initiative to deal with routine concerns that may arise and refer more complex issues to the appropriate person
• Preparing weekly updates to departmental staff regarding open and outstanding Complaint enquiries which require action.
• Sharing positional updates at weekly team meeting, and with Divisional colleagues.
• Managing own workload to ensure a prompt response is provided and shared with the original enquirer

Job description

For full details of the responsibilities and duties of this role please see the attached job description.

About us

We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.

We are the largest NHS organisation in East Anglia, employing more than 12,000 staff.

We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.

Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.

Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.

We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.

If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.

Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A