Patient Experience Administrator

Go back Tees Esk and Wear Valleys NHS Foundation Trust

Patient Experience Administrator

The closing date is 05 August 2026

An exciting opportunity has arisen for a motivated and organised individual to join our Patient Experience Team as a Patient Experience Administrator, part time (30 hours).

The postholder will provide high-quality administrative support to ensure the effective management of patient feedback, including complaints, compliments, concerns, and enquiries. You will play a key role in supporting the Trust's commitment to listening to service users, carers, and families, helping to improve services and patient outcomes.

This is a varied and rewarding role requiring strong communication skills, attention to detail, and the ability to manage sensitive information with confidentiality and professionalism.

You must have the Right to Work in the UK in order to be successfully appointed to this role. Please note, this role does not meet the required eligibility criteria for sponsorship under the Skilled Worker visa and therefore the Trust is unable to offer sponsorship for this particular role.

Main duties of the job

As a Patient Experience Administrator, you will provide comprehensive administrative support to the Patient Experience Service.

You will assist in the coordination and logging of complaints, concerns, and compliments.

You will maintain accurate and up-to-date records on Trust systems and monitor inboxes and respond to routine enquiries in a timely manner.

In addition to this, the postholder will support the tracking and reporting of complaint responses and deadlines.

You will prepare correspondence, reports, and documentation to a high standard and liaise with internal teams to support complaint investigations.

You will ensure compliance with Trust policies, NHS standards, and statutory requirements.

You will handle sensitive and confidential information appropriately along with contributing to improving services through effective data management and reporting.

About us

We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby.

From education and prevention, to crisis and specialist care --our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in and cared for.

We nurture the recovery journey of anyone in need of our help. In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families and carers work together with us towards better mental health.

We're committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it.

We won't rest until everyone in our region has the mental health care they need, to lead their best possible life.

Job responsibilities

Please refer to the attached job description and person specification for further detailed information to ensure that you meet the role criteria before applying.

This job advert may close early if a high volume of applications have been received. If interested, please apply for this post as soon as possible.

Person Specification

Experience

• Experience of working in an administrative environment (diary management, filing systems, meeting coordination, minute talking, data input, collating and presenting information).
• Customer Service experience (face to face, answering calls, correspondence).
• Experience of organising completing demands and workloads.
• Experience of setting up and maintenance of administrative systems and processes.
• Experience of working autonomously and proactively.
• Experience of supporting/supervising staff.
• Experience of handling monies and working within financial guidelines.

Qualifications

• Level 3 Qualification in relevant field or equivalent experience or willingness to work towards Level 3 qualification in Business Administration.
• Key skills in literacy and numeracy Level 2 or equivalent (O Level / GCSE in Maths and English grade C/grade 4 or above)
• Level 3 Qualification in Business Administration.
• RSA Level 2 or equivalent Secretarial/administrative experience in a clinical environment.

Knowledge

• Comprehensive knowledge of Microsoft Office applications.
• Understanding of data protection and the need for confidentiality and how to maintain this.
• Knowledge of office systems and processes.
• Knowledge of NHS systems

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.

Tees Esk and Wear Valleys NHS Foundation Trust

£25,760 to £27,476 a yearpro rata, per annum