The closing date is 9th Aug 2026
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Anticipated Interview date(s) TBC
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Job summary
Are you passionate about helping people and making a real difference to patient experience? We are looking for a compassionate, organised and customer-focused PALS Support Hub Assistant to join our Experience of Care Team.
As one of the first points of contact for patients, carers, families, staff and members of the public, you will play a key role in providing advice, information and signposting relating to services provided by Hampshire and Isle of Wight Healthcare NHS Foundation Trust. You will listen to feedback, concerns and suggestions, ensuring that people feel heard, supported and valued.
Working within the PALS Support Hub, you will triage and log enquiries, support the early resolution of concerns, maintain accurate records and provide administrative support to the PALS and Complaints Service. You will communicate with a wide range of people, including those who may be distressed, vulnerable or experiencing challenging circumstances, requiring empathy, professionalism and excellent communication skills.
We are looking for someone with strong administrative skills, attention to detail and the ability to manage a varied workload within a busy environment. Experience of working in a customer-focused setting and confidence using Microsoft Office systems are essential.
At present, the Trust is unable to offer Skilled Worker visa sponsorship for this post. Applicants must have the right to work in the UK at the time of application
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Main duties, tasks & skills required
As a PALS Support Hub Assistant, you will be a key member of the Experience of Care Team, providing a responsive and professional first point of contact for patients, carers, families, staff and members of the public. You will handle a wide range of enquiries, providing advice, information and signposting to Trust services while ensuring all contacts are managed sensitively and efficiently You will support the triage and logging of enquiries, feedback and concerns, helping to identify those that can be resolved within the PALS Support Hub and those requiring escalation to the Complaints Team.
You will maintain accurate records using Trust systems, process correspondence, monitor email inboxes and undertake a range of administrative duties to support the service. The role requires excellent communication and interpersonal skills, as you will regularly engage with people who may be distressed, vulnerable or experiencing challenging circumstances.
You will be expected to listen empathetically, adapt your communication style to individual needs and confidently seek advice or escalate concerns where appropriate.We are looking for someone with strong organisational and administrative skills, attention to detail, good IT skills and the ability to manage competing priorities in a busy environment. The successful candidate will be a team player who can work independently, build positive working relationships and remain calm and professional under pressure.
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About us
Hampshire and Isle of Wight Healthcare NHS Foundation Trust provides joined-up mental and physical healthcare for around two million people across our communities. With over 13,000 staff working in the community and local hospitals, we deliver care at every stage of life, helping people live their best and healthiest lives.
Our mental health services include community-based support and early intervention in psychosis (EIP) for both adults and young people, alongside a network of specialist inpatient wards covering forensic, learning disability, eating disorder and older person's care.
We deliver extensive physical health services too, from urgent community response teams helping frail and older patients remain safely at home, to hospitals at home teams providing acute-level care in familiar surroundings. Our neurological services offer rehabilitation and treatment for conditions including Multiple Sclerosis, Parkinson's Disease, Motor Neurone Disease, Head Injury, Cerebral Palsy and Stroke. Across Hampshire, our community hospitals provide inpatient rehabilitation as a step down from acute care, and our dedicated teams also staff Treetops Sexual Assault Referral Centre in Portsmouth, offering expert, compassionate support.
Everything we do is underpinned by our CARE values of compassion, accountability, respect and excellence
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Job description
Further information about the Trust and this role can be found on the Job Description and Person Specification document attached. It is important to us that we ensure our recruitment processes are accessible and inclusive to everyone - if as a potential candidate you are concerned a person specification may prevent or restrict your application for employment as a result of unintentional barriers on the grounds of your sex, race, age, sexual orientation, religion/belief or disability please initially contact the Trust's Recruitment team - detailed in the advert. The Trust will seek to resolve this issue wherever possible.
We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.
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Person specification
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Qualifications
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Essential
GCSE English and Maths level 4/C or above, or a good standard of general education
RSA 3 Typing or Equivalent
Business and Admin NVQ Level 3 equivalent
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Desirable
N/A
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Experience
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Essential
Experience and competency in various types of administrative work
Experience of maintaining filing systems and collating information
Experience of working in a customer-focused environment.
Experience of working in a constantly changing environment without direct supervision
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Desirable
Experience of working within the NHS
Experience in the administration of service concerns or complaints
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Additional Criteria
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Essential
The post holder will be accessible, responsive and empathetic to all those who contact the Service. They will have a strong understanding of the needs, challenges and aspirations of service users, carers and the public who use our services.
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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.
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For help with your application, contact:
Charlotte Williams
[email protected]
02382311206
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Pay scheme
Agenda for Change
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Band
Band 3
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Salary
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£25760.00 to £27476.00 Yearly
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Contract
Permanent
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Working pattern
Part-Time
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Reference number
348-COR-11963
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Job locations
Moorgreen Hospital
Botley Road, West End
Southampton
Hampshire
SO30 3JB
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Attachments
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Job Description
PALS and Support Hub Assistant FINAL April 2026.docx – 145KB Opens in a new window
Converted File PALS and Support Hub Assistant FINAL April 2026.docx.pdf – 213KB Opens in a new window
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Person Specification
PALS Support Hub Assistant - Personal Specification .docx – 23KB Opens in a new window
Converted File PALS Support Hub Assistant - Personal Specification .docx.pdf – 49KB Opens in a new window
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Additional document 1
EmployeeBenefits_hiowh_v1-compressed_3.pdf – 1001KB Opens in a new window
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