PALS Co-ordinator

The post holder will be the first point of contact for the Trust's Patient Advice & Liaison Service. Providing high level customer service to patients, relatives, and visitors, offering advice, sign posting, information and timely resolution to patients and service users with enquiries or concerns.
Our vision for Single Corporate Services
Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.
This vacancy is part of the Single Corporate Services Division.
The single corporate service is delivered across both organisation. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.
Please note, this position has also been advertised on the Portsmouth Hospitals University NHS Trust jobs page. If you are interested in this position and wish to apply, there is no requirement for you to submit two separate applications., Location: Across sites, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (frequency of visits to each site, to be agreed locally)
Position Type: Full-time, 22.5 hours per week

· To frequently communicate with patients and service users in person, on the telephone and via written communication.
· To work as part of a team, communicating with the Patient Experience team and ensuring a joined-up approach to improve the experience of patients and their families at the Trust.
· To escalate enquiries to the Patient Experience Lead where appropriate. The post holder should be able to recognise when to refer enquiries to clinical staff (this is a non-clinical post and the post holder is therefore not permitted to give clinical information, e.g. test results).
· Demonstrate exceptional verbal communication skills, with the ability to adjust communication styles to meet the need of the audience.
· Use tact, diplomacy, and persuasion to maintain effective working relationships with clinical and non-clinical staff to facilitate resolution of concerns.
· Deal compassionately but assertively with challenging people.
· Be able to cope with emotionally demanding and challenging people on a frequent basis.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.
The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.
Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.