Band 3 Team Administrator (PALS and Complaints Team) - Bath

Job summary

To provide comprehensive administration and secretarial support to the PALS and Complaints team. This will include being a point of contact for the team such as receiving initial enquiries and telephone calls from patients, carers, staff and members of the public.

The successful candidate will be committed to providing excellent customer service, employing sensitivity and impartiality to their work.

The team are looking for someone who is highly motivated, flexible and with excellent organisational skills. They will possess excellent working knowledge of all Microsoft Office systems including Word and Excel.

They will need to meet deadlines, collate data and maintain standards relating to administrative processes and be able to work within a team effectively, sharing work streams where appropriate. They will be key in keeping appropriate records on the most up to date templates / systems, electronic filing, sending messages and mail, managing post, booking meetings and taking minutes. They will be able to organise their own work and be accountable for their decisions whilst seeking support as needed.

This post has high levels of patient interaction including the telephone and so advanced levels of spoken and written English are required.

Right to Work in the UK This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the legal right to work in the UK at the time of application, as the organisation is unable to support sponsorship for this post.

Main duties of the job

• Liaise with a wide range of stakeholders, both internal to the organisation and external.
• Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
• Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information and information that can cover potentially distressing matters.
• The provision of and updating of PALS and complaints records, collation of information for ongoing cases on Trust electronic systems.
• Exercise judgement when dealing with patient enquiries, escalating issues to the PALS and Complaints Officers and Senior PALS and Complaints Lead as appropriate.
• Supporting the induction of new staff members as required.
• Produce confidential correspondence and reports.
• Maintain efficient and effective electronic filing system and extract information as needed.
• Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards.
• Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.

About us

We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust) a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.

We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.

Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.

At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.

This is a hybrid role with an expectation of working in the office in Bath for a proportion of time on a weekly basis.

Details

Date posted

09 March 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year pro rata (pay award pending)

Contract

Permanent

Working pattern

Part-time

Reference number

342-NQD005-0326

Job locations

Bath NHS House

Newbridge Hill

Bath

BA1 3QE