PALS Coordinator

Job summary

Please note that the start date for this vacancy will be on or after the 1st April 2027. We are looking for a compassionate, proactive and highly organised PALS Coordinator to join our Patient Advice and Liaison Service (PALS) team. In this rewarding role, you will be the first point of contact for patients, families, carers and members of the public who wish to raise concerns, seek information or provide feedback about Trust services.

Working across the Trust, you will manage a caseload of patient concerns from initial contact through to resolution, providing advice, support and signposting while working closely with clinical and managerial teams to achieve timely outcomes. You will play a key role in improving patient experience, identifying themes and learning opportunities.

This is an excellent opportunity for an individual with strong communication, problem-solving and customer service skills who is passionate about delivering person-centred care and ensuring that patients' voices help shape and improve services.

Main duties of the job

To deliver a high-quality integrated service for patients, carers and members of the public who want to make a complaint or who are seeking information, help, advice and/or the resolution of concerns or enquiries

About us

The Trust provides a full range of local and specialist services across its five sites. In June 2026, we launched our new strategy for 2026-31. Our vision is to transform healthcare, and we have agreed six strategic ambitions to help us improve care for patients, and the working lives of our staff.

Our six strategic ambitions are delivering high-quality patient care ; creating a great place to work ; leading pioneering research, innovation and education ; building strong and successful partnerships ; providing timely and efficient care ; and ensuring long-term financial sustainability . We have also agreed four new organisational values - Caring, Collaborative, Inclusive, Innovative - and these underpin everything we do, and how our teams interact with the patients under our care.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people. King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus.

Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.

Job responsibilities

Please refer to the attached document containing job description and patient specification for details of the role

Person Specification

Education and qualification

Essential

Educated to a degree level or NVQ Level 4 Educated to 'A' Level or above or equivalent Customer care qualification or relevant experience Administration qualification or relevant experience

Desirable

Conflict resolution training

Knowledge and Experience · Essential

Significant experience of working within the NHS or in a customer facing role with track record of answering and resolving queries over the phone Knowledge of the NHS complaints procedure and Parliamentary and Health Service Ombudsman complaints standards Knowledge of Patient Advice and Liaison Service core standards as set out in Department of Health guidance

Desirable

Significant experience of recording information and reporting on inPhase Significant experience of using Epic

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) . From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .