· A vital role in delivering an excellent frontline support service by ensuring the Patient Experience team manage all complaints and other feedback in line with the Local Government and NHS Complaints Regulations 2009, Trust policies, the Parliamentary and Health Service Ombudsman principles and other best practice guidance. · Working autonomously to a work schedule; achieving objectives in a timely and efficient manner. Liaising with senior managers through to junior staff, providing a professional, efficient and well-presented service. · Attending regular training elements and develop proficiency in all complaints and PALS elements, ensuring I maintain a comprehensive knowledge to enable to provide appropriate support when required. Ensuring that learning and service improvement issues are identified through complaints and PALS and are taken forward.

· Playing an integral role in delivering an excellent frontline support service by listening, managing and learning from patient experiences. I performed a range of specific tasks in relation to the administration and co-ordination of complaints and other feedback, ensuring policies and procedures were followed in accordance with the relevant legislation and associated guidance thus contributing to the successful running of the Patient Experience Department by ensuring an efficient administration system was maintained within agreed timescales. · Working as part of a team responsible for delivering the Patient Advice and Liaison Service for the Trust by providing high quality, responsive assistance to the general public and external organisations. Listening to experiences and, where possible, resolving concerns immediately and providing a signposting service to members of the public. · Learning from these areas for continual improvement of the Trust’s risk management processes, quality of clinical care and ultimately the patient experience. · Supporting the Patient Experience Manager by deputising in their absence or when workload dictates.

· Working as part of a team of Auditors across the three Ambulance Operation Centres (AOC), jointly responsible for managing the quality assurance of AOC staff, when using MPDS, (call handling software). This included working closely with managers and trainers to ensure case reviews, debriefs and guidance were provided to staff. · Undertaking operational duties call handling or supervising to support the AOC in maintaining business continuity during major incidents, exceptional circumstances. · Providing constructive feedback to members of staff, based on their compliance with MPDS protocols and customer service. · Identifying learning opportunities and training needs within the AOC by direct assessment and audit following complaints, critical incidents or managers’ requests. · Working with the AOC Trainers to develop and deliver individual/departmental training programs as required to ensure consistency and appropriateness of call handling activities.

· Primarily responsible for the efficient operation of the dispatching function in the Ambulance Operations Centre (AOC) whilst on duty, and the effective and efficient deployment of resources, following a set deployment plan, in accordance with the needs of the service. · Working in the AOC dealing with 999 calls. Taking essential details about the patient's condition and the exact location, logging them onto a central database. Providing crucial first aid advice over the telephone in life-threatening situations. · Training and mentoring new Call Handlers.