PEARS (People Enquiry and Resolution Service) Administrator


Company:	NHS Jobs
Salary:	£26,813 - £27,890
Hours:	Full-time
Location:	To be confirmed at appointment, LL13 7TD
Job type:	Permanent
Posting date:	3 Aug 2026
Closing date:	10 Aug 2026

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Summary

The post holder will deal with complaints & sensitive information with confidentiality & discretion at all times, in order to meet the requirements of the Listening to People: The NHS Complaints, Incident and Redress Process (April 2026) & Data Protection legislation. They will also use BUHB software to access confidential patient information in relation to complaints. The individual will work to a weekly rota to manage the departments phoneline & inboxes. They will log complaints & outcomes of early resolutions & upload all documents to the reporting system on a daily basis. They will investigate early resolutions, resolving them where possible. They will monitor items pending & follow up outstanding information to ensure that complaints are concluded in a timely manner. When complaints are not answered within a specified timeframe, they will send out holding letters. The post holder will liaise with the Inquest Team regarding enquiries involving deceased patients in order to see if there is going to be an inquest & if so, link this to the complaint. They will also check whether the patient has made previous complaints & link these to the new complaint. The individual will check medical records for additional, relevant information before scanning to the Public Services Ombudsman for Wales (PSOW). The post holder will undertake SMART surveys & send to the relevant area for investigation. The individual will provide administrative support to the Patient Enquiry, Advice, Resolution Service and Complaints Team, including managing diaries, scheduling appointments, typing, producing & sending reports as well as opening, scanning, logging, filing & filtering daily incoming communications. They will also schedule meetings, arrange venues, collate & send out papers to delegates & take minutes. Finally, they will order, store & issue stationary for the department. The post holder will attend relevant courses & ensure that mandatory training is up-to-date. You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

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