• Job Description

  Req#: H9050-25-2157?language=en&page=930&sort=publicationDateDesc

  Job summary

  This post is fixed term / secondment until 21.06.2026 due to Maternity Cover.

  If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

  We are seeking to appoint 1 x Patient Advice and Liaison Support (PALS) Officer to support the service at Wrexham Maelor Hospital East Area and to provide support across the wider North Wales service on a fixed term contract ending 21st June 2026.The role of a PALS Officer is to act as a facilitator in response to dealing with enquiries on a day-to-day basis; escalating feedback or concerns expressed by patients, carers, families and members of the public and negotiate effective solutions or resolution of issues as speedily as possible.

  The successful candidate will be expected to participate in the co-ordination and delivery of engagement and communication activities, as defined in the PALS job role. The post holder will attend primary, secondary and community settings to engage with patients and carers to capture patient and carer feedback through various methods such as undertaking Care 2 Share observation interviews and capturing patient stories.

  The PALS Officer will report to the Patient Experience Manager and will work closely with the Complaints team.

  Main duties of the job

  The main responsibilities of the post are:

  • To act as a visible point of contact for patients, carers, relatives and members of the public, providing accurate information and early resolutions to enquiries raised. Where necessary, PALS Officers will signpost and advise on the complaints process or refer to external or special advocacy services if considered appropriate.
  • To actively network and build relationships across the Health Board including Primary Care, collaborative organisations and the third sector in order to secure engagement and assistance with resolving issues as they arise.
  • Capturing patient and carer feedback through various methods in a variety of clinical settings.

  The post holder will:

  • Deal with sensitive information in a professional manner ensuring all actions meet the statutory requirements within the Putting Things Right Guidance and Data Protection legislation
  • Make measured, responsible and professional decisions to ensure the most effective outcome is achieved for the enquirer at all times
  • Effectively manage and record all individual contacts with patients, carers, relatives or members of the public
  • Build and maintain good relationships with management teams, clinical staff and non-clinical staff across the health board.

  The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

  About us

  If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

  Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

  Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

  Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

  Details

  Date posted

  18 July 2025

  Pay scheme

  Agenda for change

  Band

  Band 5

  Salary

  £31,516 to £38,364 a year per annum

  Contract

  Fixed term

  Duration

  10 months

  Working pattern

  Full-time

  Reference number

  050-AC508-0725

  Job locations

  Wrexham Maelor Hospital

  Croesnewydd Road

  Wrexham

  LL13 7TD

  
  

  Job description

  Job responsibilities

  You will need to be enthusiastic, motivated, sensitive and tactful; educated to degree level (or equivalent experience) and have experience in dealing with patients/carers/members of the public in what often can be difficult and challenging situations.

  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.

  Job description

  Job responsibilities

  You will need to be enthusiastic, motivated, sensitive and tactful; educated to degree level (or equivalent experience) and have experience in dealing with patients/carers/members of the public in what often can be difficult and challenging situations.

  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.

  Person Specification

  Experience

  Essential

  • Relevant experience of dealing with general public / patients / carers / health professionals on customer service issues.
  • Experience of dealing with a variety of professionals and staff at different levels.

  Desirable

  • Proven experience of working in customer services or related departments within a complex organisation

  Qualifications

  Essential

  • Educated to degree level or equivalent qualification or experience
  • Evidence of Continuous Professional Development

  Skills

  Essential

  • Experience of establishing / using systems and processes to ensure effective recording, monitoring and evaluation of feedback. Problem solving skills.
  • Experience of effective communication (verbal and written)
  • Ability to work on own initiative and manage own workload

  Desirable

  • Evidence of good IT skills, including presentations and use of social media / ECDL or equivalent
  • Evidence of handling distressing or sensitive situations

  Knowledge

  Essential

  • Good understanding of the legislation governing complaints and complaints management
  • Working knowledge of operating within a patient experience / engagement framework

  Desirable

  • Broad understanding of the NHS systems and processes

  Other

  Essential

  • Special requirements to perform in the role - Ability to travel within geographical area

  Person Specification

  Experience

  Essential

  • Relevant experience of dealing with general public / patients / carers / health professionals on customer service issues.
  • Experience of dealing with a variety of professionals and staff at different levels.

  Desirable

  • Proven experience of working in customer services or related departments within a complex organisation

  Qualifications

  Essential

  • Educated to degree level or equivalent qualification or experience
  • Evidence of Continuous Professional Development

  Skills

  Essential

  • Experience of establishing / using systems and processes to ensure effective recording, monitoring and evaluation of feedback. Problem solving skills.
  • Experience of effective communication (verbal and written)
  • Ability to work on own initiative and manage own workload

  Desirable

  • Evidence of good IT skills, including presentations and use of social media / ECDL or equivalent
  • Evidence of handling distressing or sensitive situations

  Knowledge

  Essential

  • Good understanding of the legislation governing complaints and complaints management
  • Working knowledge of operating within a patient experience / engagement framework

  Desirable

  • Broad understanding of the NHS systems and processes

  Other

  Essential

  • Special requirements to perform in the role - Ability to travel within geographical area

  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).

  Additional information

  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).

  Employer details

  Employer name

  Betsi Cadwaladr University Health Board

  Address

  Wrexham Maelor Hospital

  Croesnewydd Road

  Wrexham

  LL13 7TD

  
  

  Employer's website

  https://bcuhb.nhs.wales/train-work-live/ (Opens in a new tab)

  Employer details

  Employer name

  Betsi Cadwaladr University Health Board

  Address

  Wrexham Maelor Hospital

  Croesnewydd Road

  Wrexham

  LL13 7TD

  
  

  Employer's website

  https://bcuhb.nhs.wales/train-work-live/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

Notice