Administrator PALS & Complaints | Kent and Medway Mental Health NHS Trust

We are looking for an organised, proactive, and motivated Administration Officer to join our Patient Advice and Liaison Service (PALS) & Complaints Team. This is an excellent opportunity for someone who thrives in a busy, supportive environment and is passionate about delivering high‑quality patient experience services.

As an essential member of the team, you will provide comprehensive administrative support to ensure the smooth running of the PALS and Complaints functions, helping us respond effectively and compassionately to patient concerns, enquiries, and feedback.

We are seeking a resilient and composed Complaints Administrator who can maintain a professional, calm demeanor when navigating challenging conversations and high‑pressure situations. We can also consider applications from individuals looking for a 30‑hour a week contract.

Responsibilities

• Provide day‑to‑day administrative support to the PALS & Complaints Team, including management of mailbox, managing correspondence, and maintaining accurate records.
• Log, track, and update PALS enquiries and complaints on internal systems, ensuring information is accurate and up to date.
• Support the management of incoming calls, emails, and enquiries, offering a calm and professional first point of contact for patients, families, and staff.
• Prepare letters and communication materials to assist with timely responses to concerns and complaints.
• Assist with gathering information from clinical and operational teams to support formal complaint investigations.
• Maintain confidentiality and handle sensitive information with professionalism and integrity.
• Contribute to team meetings and wider patient experience improvement work.

We are the Kent and Medway Mental Health NHS Trust. We care for the mental health and wellbeing of people across Kent and Medway. Our teams support adults with a wide range of mental health needs. Because we cover the whole county and both hospital and community settings, we can make care more joined up and easier to access for the 1.8 million people of Kent and Medway. Rated ‘Good’ by the CQC, we care for over 2,000 people in our hospitals and 54,000 in the community each year.

Our vision is simple: We are here to help communities not just live with mental illness, but live well. It’s why we’re passionate about working with communities to make mental health care better for everyone. And everything we do is guided by our values caring, inclusive, curious and confident.

Join us – if you share our passion for better mental health care and want to be part of a team that’s doing well together.

This advert closes on Thursday 30 Apr 2026.

#J-18808-Ljbffr