PEARS (People Enquiry and Resolution Service) Administrator

The post holder will provide efficient and effective administrative services to the Patient Enquiry, Advice, Resolution Service (PEARS) encompassing patient enquiries, feedback and complaints to support the Quality Directorate to support Patient Safety.

To provide administration support for a range of services delivered by the Patient Enquiry, Advice, Resolution Service team.

Act as the daily contact to respond to enquiries or concerns from patients/relatives/carers and staff; and signpost as appropriate.

Support and arrange listening conversations (if required) to enable early resolution to low level concerns as required under the new Listening to People: The NHS Complaints, Incident and Redress Process (April 2026)., o The post holder will understand & follow the Listening to People: The NHS Complaints, Incident and Redress Process (April 2026) process, supporting Investigating Officers to do the same. They will use clinical systems to gather & confirm details in order that complaints and enquiries are allocated & logged correctly. They will also have the relevant knowledge to enable them to challenge triaged complaints, if it is felt that they have been graded incorrectly or allocated to the wrong service.

o The individual will listen to all concerns and enquiries (formal, informal & compliments) & resolve them or refer them to the most appropriate person. They will check if other services are or have been involved, linking these & updating the complaint / enquiry.

o The individual will complete a final format check of investigation reports & letters & amend, where necessary. They will then close the complaint & inform the Investigating Officer.

o The post holder will develop & control administrative systems in order to help manage the Patient Enquiry, Advice, Resolution Service and Complaint Team's workload. They will also act on their own initiative to prioritise their workload.

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.

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

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

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.