Job Description

***INTERNAL APPLICANTS ONLY***
This role will be based within the PALS (Patient Advice & Liaison Service) on the County Hospital site. PALS sits within the wider patient experience team which includes volunteering and interpreting services. The patient experience team forms part of the wider quality and safety team.
The PALS team act as an initial point of contact for receiving patient, carer and family enquiries regarding NHS services as well as feedback on WVT services. The PALS team signpost and liaise with wider hospital teams as required. Enquiries may be received by email, telephone or face to face and are logged as utilising the Ideagen Healthcare Guardian feedback module.
Main duties of the job
To receive, acknowledge and accurately record concerns, compliments and feedback from patients, carers and visitors to the Trust, listening to concerns raised, acting quickly to liaise with Trust staff to facilitate early resolution where possible. To provide impartial non-clinical advice and information to patients, carers and visitors to the Trust supporting frontline problem-solving and signposting as appropriate.
To promote the Patient Advice and Liaison Service throughout the Trust ensuring that information about the service is widely available and up to date to ensure service users are aware of the routes they can use to engage with and feedback to the Trust.
About us
Wye Valley NHS Trust is a member of an NHS Foundation Group with South WarwickshireUniversity NHS FT, George Eliot Hospital NHS Trust and Worcestershire Acute NHS Hospitals Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.
We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care wed want for our family and friends.
More than 3,000 people work for the Trust they tell us its a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.
We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.
Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential."
Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time.
Details
Date posted
14 November 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year pa pro rata
Contract
Permanent
Working pattern
Part-time
Reference number
229-COR-7590476
Job locations
Hereford County Hospital
Stonebow Road
Hereford
HR1 2ER
Job description
Job responsibilities
For more information about the role and responsibilities please see the attached job description and person specification. Job description
Job responsibilities
For more information about the role and responsibilities please see the attached job description and person specification.
Person Specification
Education & Qualifications
Essential

• 5 GCSE to include English and Maths (level 4-9) or equivalent
• NVQ level 3 business admin or customer service or equivalent experience
• Evidence of commitment to continuing professional development in a relevant field

Desirable

• Customer Service/ conflict resolution training
• Listening and Communication skills training

Skills, Knowledge & Abilities
Essential

• Ability to effectively communicate both verbally and in writing to a wide range of people, recognising and adjusting for any potential barriers to communication
• Able to organise own time and workload
• Able to derive information from complex or contentious sources such as letters, emails or telephone calls
• Ability to communicate effectively with colleagues at all levels, including at a senior level
• Able to handle and defuse conflict situations and react calmly
• Keyboard skills for data input, form creation and completion

Desirable

• Knowledge of the NHS Complaints process

Experience
Essential

• Experience in a public/ patient-facing role
• Experience in, and proficiency with, administrative IT systems, maintaining accurate databases, running reports, use of Microsoft Office applications particularly Outlook/ Word/ Excel
• Knowledge of administrative procedures and systems; acquired through training and experience

Desirable

• Experience of working in a customer service/complaints role

Personal Attributes
Essential

• Demonstrates a compassionate and competent approach
• Tactful, empathic and sensitive in dealing with the general public and colleagues
• Telephone and face to face confidence when meeting with the public and staff
• Resilient and able to protect own physical and emotional wellbeing
• Ability to work unsupervised and prioritise workload

Person Specification
Education & Qualifications
Essential

• 5 GCSE to include English and Maths (level 4-9) or equivalent
• NVQ level 3 business admin or customer service or equivalent experience
• Evidence of commitment to continuing professional development in a relevant field

Desirable

• Customer Service/ conflict resolution training
• Listening and Communication skills training

Skills, Knowledge & Abilities
Essential

• Ability to effectively communicate both verbally and in writing to a wide range of people, recognising and adjusting for any potential barriers to communication
• Able to organise own time and workload
• Able to derive information from complex or contentious sources such as letters, emails or telephone calls
• Ability to communicate effectively with colleagues at all levels, including at a senior level
• Able to handle and defuse conflict situations and react calmly
• Keyboard skills for data input, form creation and completion

Desirable

• Knowledge of the NHS Complaints process

Experience
Essential

• Experience in a public/ patient-facing role
• Experience in, and proficiency with, administrative IT systems, maintaining accurate databases, running reports, use of Microsoft Office applications particularly Outlook/ Word/ Excel
• Knowledge of administrative procedures and systems; acquired through training and experience

Desirable

• Experience of working in a customer service/complaints role

Personal Attributes
Essential

• Demonstrates a compassionate and competent approach
• Tactful, empathic and sensitive in dealing with the general public and colleagues
• Telephone and face to face confidence when meeting with the public and staff
• Resilient and able to protect own physical and emotional wellbeing
• Ability to work unsupervised and prioritise workload

Skills Required