PEARS (People Enquiry and Resolution Service) Administrator

Job Overview

This position involves delivering effective administrative assistance to the Patient Enquiry, Advice, Resolution Service (PEARS), supporting the Quality Directorate and contributing to patient safety through managing patient enquiries, feedback, and complaints.

The role encompasses providing broad administrative support across services managed by the PEARS team and acting as the daily point of contact for inquiries or concerns from patients, relatives, carers, and staff with appropriate signposting.

Additionally, arranging listening conversations to facilitate early resolution of low-level concerns as per the NHS Complaints, Incident and Redress Process (effective April 2026) is a core responsibility.

Main Responsibilities

• Follow and support implementation of the NHS Complaints, Incident and Redress Process (April 2026), assisting Investigating Officers in compliance.
• Utilize clinical systems to collect and verify complaint details to ensure proper logging and allocation, challenging misgraded or misallocated complaints when necessary.
• Address all types of concerns (formal, informal, compliments), resolve where possible or forward to the correct person, ensuring all relevant services are linked and records updated.
• Review and finalize investigation reports and correspondence before closing complaints and notifying Investigating Officers.
• Develop and manage administrative procedures to streamline PEARS and Complaint Team workloads while independently prioritizing tasks.
• Support training for new team members.
• Maintain confidentiality and discretion in handling sensitive complaints information in accord with data protection legislation.
• Manage the department’s phone line and inboxes on a weekly rota, logging complaints and outcomes, uploading documents, and monitoring timeliness with follow-up interventions.
• Coordinate with the Inquest Team regarding inquiries involving deceased patients to link inquests with complaints and cross-check for recurring complaints.
• Review medical records for relevant data before forwarding to the Public Services Ombudsman for Wales.
• Conduct SMART surveys and distribute them to relevant investigation areas.
• Provide comprehensive administrative assistance including diary management, appointment scheduling, typing, report production, document handling, meeting organization, minute taking, and stationery management.
• Participate in relevant trainings and maintain mandatory training up to date.

Person Specification

• Essential qualifications: GCSE level in Maths and English or equivalent, NVQ Level 3 or similar experience.
• Proven experience in office administration and setting up filing/IT systems.
• Familiarity with DATIX, WPAS, and Welsh Clinical Portal; basic computer literacy.
• Strong customer service skills and understanding of confidentiality importance.
• Desirable: ECDL or equivalent certification.

Interview Criteria

• Essential: Clear verbal and written communication, demonstrable experience application, and collaborative multidisciplinary teamwork.
• Desirable: Openness to influencing change, handling complex scenarios, and readiness to challenge with suitable alternatives.

Additional Information

Welsh language ability is preferred but not mandatory. Applications in Welsh are welcomed and will be treated equally. The organization promotes equality and diversity and is a Disability Confident Employer.

Betsi Cadwaladr University Health Board is the largest health organization in Wales, serving a population around 700,000 with comprehensive health services across North Wales.