Resolutions Officer in The Pals and Complaints Team

**Resolutions Officer in the PALS and Complaints Team**:
**Band 4**:
**Main area**
- Patient Advice and Liaison Officer
- **Grade**
- Band 4
- **Contract**
- Permanent: A 6 month secondment will also be considered
- **Hours**
- Full time - 37.5 hours per week (This post will involve time working in the office and from home)
- **Job ref**
- 201-23-143**Site**
- Banham House
- **Town**
- Bodmin
- **Salary**
- £23,949 - £26,282 Per Annum
- **Salary period**
- Yearly
- **Closing**
- Today at 23:59Thank you for your interest in joining us at **Cornwall Partnership NHS Foundation Trust.**

**We pride ourselves in striving to be an employer of choice.**

**_ Strategic Themes_**

**_ Great Care_**:

- We will deliver safe, high quality, consistent and personalised care based on best practice. We are working to be a responsive organisation that listens and learns._

**_ Great Organisation_**_ _**:

- We work to be a green organisation, and our sustainability plan will deliver NHS net zero targets. We will support quality care, research and innovation. All our work will be underpinned by clear and transparent principles and systems._

**_ Great People _**:

- We will work together with our staff to create an organisation that supports our collective health and wellbeing. We will attract, retain and develop great people, and embed a caring, open, inclusive and restorative just culture that supports us to deliver quality care._

**_ Great Partner_**:

- With our partners we will deliver health care that improves people’s quality of life, prevents ill health and reduces inequalities. We will spend our money wisely to achieve high quality outcomes that matter to local people._
- _At the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern. In addition, although the role advertised may have a ‘home’ office base indicated, we remain committed to supporting flexibility around workplace locations. If it works for the service, we will do our best to make it work for you.

**_ The successful applicant will be an NHS employee and may therefore have contact with vulnerable service users. During the COVID-19 pandemic, it has been necessary to take significant steps to protect the health and safety of our staff, service users and those attending our sites. Unless exempt, we encourage and support staff to be vaccinated as this remains the best line of defence against COVID-19._**

**Job overview**:
INVITATIONS ARE ENCOURAGED FROM THOSE SEEKING A PERMANENT ROLE OR A 6 MONTH SECONDMENT

The team is the main point of contact for individuals wishing to raise concerns or seeking advice or information about Trust services. The post holder is required to adopt a flexible and supportive approach to resolving requests for information regarding Trust services via the Patient Advice and Liaison Service (PALS) or its complaints functions.

We are looking for an enthusiastic, flexible person who is be able to demonstrate that they are passionate about patient care and safety and enjoys a busy working environment. Experience of handling difficult discussions and situations which reached a positive outcome are essential requirements of the role. Experience working in customer services, whether this is within the NHS or for another body will be advantageous.

The role will require time spent in the office and some remote working.

**Main duties of the job**:
The post holder provides a visible and effective service by ensuring patients, their families, carers and representatives, and the public have access to and receive high quality and timely information and signposting about the Trust, related health and social care services, and their own
personal information.

The post holder is an essential point of contact in working closely with front line staff to receive, manage and respond to formal and informal enquiries and complaints in line with Trust policy and procedure and NHS Complaints Regulations.

**Working for our organisation**:
We’re an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people’s physical and mental health. We also provide specialist support to people with dementia or a learning disability.

We are a people organisation and people matter to us. As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.

Over 4,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.

We work in people's homes, in community clinics and bases. Some staff work from one of our 13 community hospitals. Our aspiration is to have grea