Job Description

If you would like to be part of a hard working and dynamic team to work with then please read on...
A rare and exciting opportunity has arisen within the PALS and Complaints Team here at Stepping Hill Hospital. We are seeking to fill the vacancy of a full time PALS and Complaints Case Officer, Band 4, for a six month fixed term post.
Main duties of the job
To work in the PALS and Complaints Teamin ensuring that all enquiries and complaints are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.
About us
We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.
If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Benefits we offer to you:

• Between 27-33 days of annual leave plus bank holidays
• NHS pension scheme membership
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• NHS Staff discounts
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union- for local financial advice

Details
Date posted
29 October 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
27,485 to 30,162 a year pa pro rata
Contract
Fixed term
Duration
6 months
Working pattern
Full-time
Reference number
362-A-25-7514666
Job locations
Stepping Hill Hospital
Poplar Grove
Stockport
SK2 7JE
Job description
Job responsibilities

• Escalate to relevant divisions and managers on behalf of patients and their representatives when problems and concerns are highlighted.
• Explore patient/staff needs by using sensitive questioning, active listening and counselling skills in order to solve problems, overcoming barriers to understanding in order to achieve positive outcomes, build rapport and provide emotional support throughout.
• Provide advice to patients and/or their representatives on all aspects of the NHS complaints procedures.
• Identify when consent is required in order to investigate and respond thoroughly to a complaint, taking appropriate action to achieve this and seeking advice from the PALS and Complaints Manager when required.
• Ensure that the Trust Risk Management policies and protocols are followed and promoted within the post holders work areas and within divisions when concerns are highlighted

Important Notice on Visa Sponsorship Eligibility
Please note that whilst the trust does offer sponsorship this role isunfortunately not eligible for visa sponsorshipunder the UK Health and Care Worker visa route. This is due to the position not meeting theminimum salary threshold of 25,000 per annumand/or the requiredskill levelset by UK Visas and Immigration.
We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.
Job description
Job responsibilities

• Escalate to relevant divisions and managers on behalf of patients and their representatives when problems and concerns are highlighted.
• Explore patient/staff needs by using sensitive questioning, active listening and counselling skills in order to solve problems, overcoming barriers to understanding in order to achieve positive outcomes, build rapport and provide emotional support throughout.
• Provide advice to patients and/or their representatives on all aspects of the NHS complaints procedures.
• Identify when consent is required in order to investigate and respond thoroughly to a complaint, taking appropriate action to achieve this and seeking advice from the PALS and Complaints Manager when required.
• Ensure that the Trust Risk Management policies and protocols are followed and promoted within the post holders work areas and within divisions when concerns are highlighted

Important Notice on Visa Sponsorship Eligibility
Please note that whilst the trust does offer sponsorship this role isunfortunately not eligible for visa sponsorshipunder the UK Health and Care Worker visa route. This is due to the position not meeting theminimum salary threshold of 25,000 per annumand/or the requiredskill levelset by UK Visas and Immigration.
We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.
Person Specification
Experience of talking to distressed and upset members of the public
Essential

• Experience

Experience of resolving disputes at a local level
Essential

• Experience

Experience of working with Datix or similar database
Desirable

• Experience

Experience of working in a team
Essential

• Experience

Person Specification
Experience of talking to distressed and upset members of the public
Essential

• Experience

Experience of resolving disputes at a local level
Essential

• Experience

Experience of working with Datix or similar database
Desirable

• Experience

Experience of working in a team
Essential

• Experience

Skills Required