Position Overview & Specifications

We're looking to recruit a Call Handler to join our PALS & Complaints Team!

We support patients, members of the community and staff who need advice, information or signposting about a service. This role will be instrumental in listening to members of the community who want to give their valuable feedback or suggestions, in relation to services provided by Solent NHS Trust.

In the role, you will be the first point of contact for enquirers. They will provide support to the Patient Experience team by calling people back at the appropriate, time after they have given feedback, to ensure they have had a satisfactory experience. Working alongside the PALS and Complaints Co-ordinator, you will negotiate early resolutions to service concerns and non-complex complaints and they also will be responsible for recording positive feedback which are known as Plaudits. We're passionate about ensuring you have an environment to thrive in so you will be provided with internal training to enable you to confidently provide information to enquirers about the Trust Complaints Procedure.