About this role
Job summary The Patient Experience team have an exciting opportunity for an enthusiastic, highly motivated and organised individual who enjoys the challenge of working in an environment that is fast paced and has a varied workload, to join the Complaints and PALS teams.
Main duties of the job The successful candidate will act as the first-line contact for queries and will provide effective day-to-day support with the administration duties involved within both Complaints and PALS teams.
The Key responsibilities will include monitoring incoming correspondence from a variety of sources, answering calls, dealing with Complaint and PALS response letters and co-ordinating the complaint meeting recording equipment with CSUs. The post holder will work closely with the managers of both teams and be involved in minute taking during the service management meetings. The post holder will work with team members, medical, nursing and administrative colleagues across the organisation to ensure the smooth and effective communication and service delivery within their administrative responsibilities.
We welcome applications from enthusiastic and highly motivated individuals who are looking for the opportunity to become part of our busy, friendly and supportive Complaints and PALS team.
About us The Leeds Teaching Hospitals NHS Trust is committed to delivering the highest quality and safest treatment and care to every patient, every time.
Our vision is to provide the highest quality specialist and integrated care.
We will do this through delivery of our multi-year goals and strategic priorities, which you can read about on this page.
Central to it all is The Leeds Way our values and behaviours that are at the heart of everything we do.
Job description Job responsibilities For questions about this job, contact:
Name: Laura Jones , Sharon Barber
Position: Complaint Case Managers
Email: [email protected] and [email protected]
Shortlisting Date:02.11.2026
Interview Date:16.11.2026
Why you should join our Team
The complaints and PALS team sits within the wider Patient Experience Team and is part of the Chief Nurse Clinical Specialty Unit. The teams consists of Service Managers Team Managers Complaints Case Managers and complaints case handlers and PALS officers and report direct 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 have a positive experience..
What you will bring to the role The successful candidate will have excellent organisational and communication skills and will be able to work effectively as part of a busy team. You will be expected to manage your own workload, use initiative, prioritise competing demands and work effectively to tight deadlines.
A strong commitment to providing a welcoming, efficient, professional and caring service to patients and their families is essential. You should be confident when dealing with members of the public and able to communicate effectively with patients, relatives and colleagues in potentially challenging and busy situations.
Excellent IT skills are required, together with a good working knowledge of patient administration systems. Previous experience of the DATIX system would be advantageous; however, full training can be provided for the successful candidate.
Please see the attached job description for further information about this vacancy.
About Leeds Teaching Hospital NHS Trust Our Trust values
The Leeds Way is working together to support each other and deliver the best possible care to patients.
We are….
Responsible Open and Honest One Team Kind
Our Trust priorities
Our purpose: Excellent, safe and sustainable care for every patient every time
Our priorities:
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 here.
We reserve the right to close this advert early if we receive a high number of suitable applications.
Person Specification
Qualifications Essential
Please select Apply to view the full Job Desctiption
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Leeds Teaching Hospitals
Address St James’s University Hospital
Leeds
West Yorkshire
LS9 7TF
United Kingdom
Employer's website https://www.leedsth.nhs.uk/ (Opens in a new tab)