Join Our Lifesaving Team 

Patient and Family Liaison Officer

Full Job Description: For a full copy or our job description, please CLICK HERE

Location: Field based - travel between Coventry and Nottingham

Hours: 40

Interview Date - w/c 5th October. This will be in person, at our Head Office in Rugby

We’re on the lookout for a Patient and Family Liaison Officer to support the Operations Team

If you’re looking for more than a job, motivated by purpose and ready to make a real impact to an organisation that is committed to saving lives every day, then this may be the opportunity you’ve been waiting for!

What We Offer:

• Enhanced annual leave, with even more added as your service grows
• Additional annual leave purchase options
• Enhanced sick pay
• Life assurance
• Blue Light Card eligibility and access to generous discount schemes
• A supportive, purpose-driven team
• Access to our comprehensive Employee Assistance Programme
• As part of our commitment to equality, diversity and inclusion, our people are encouraged to get involved in our internal EDI networks, which provide opportunities to connect, share experiences and help to shape a more inclusive workplace. Want to find out more? Visit our website - www.theairambulanceservice.org.uk 

What You’ll Be Doing:

The Air Ambulance Service (TAAS) relies on patient and family experiences to demonstrate the impact of its services, support awareness raising, strengthen community engagement, and inspire fundraising and supporter involvement.

Working within the Aftercare Team, the Patient and Family Liaison Officer will play a pivotal role in developing, coordinating and managing patient and family engagement across both the National Children's Air Ambulance (NCAA) and Helicopter Emergency Medical Services (HEMS).

What We’re Looking For:

Essential criteria.

• Education to GCSE level or equivalent in maths and English grade c or above.
• NVQ level 2 or equivalent.
• Excellent interpersonal to communicate effectively in a professional manner by telephone, email and face to face.
• Effective time management, an ability to prioritise workloads and work to deadlines.
• Experience of working with patients, families, bereaved families, service users, or vulnerable individuals.
• Experience managing sensitive or emotional situations with professionalism, compassion and empathy.

• Strong verbal and written communication skills and able to accurately complete data entry.
• Ability to build and maintain effective working relationships with service users, external stakeholders and internal colleagues.
• Ability to work independently using initiative whilst also contributing effectively as part of a team.
• Ability to work effectively under pressure and in potentially emotive situations.
• Able to always maintain a high level of professionalism, as appropriate to the role.
• Understanding of patient confidentiality, safeguarding principles and professional boundaries.
• Full UK driving licence. Willing to travel occasionally.
• Occasionally work evenings and weekends as required

For a full list of our person specifications, please click on the Job Description at the top of this page

What’s In It For You:

At TAAS, you’ll be part of a passionate and committed charity that’s making a real difference every day. We value professionalism, compassion and teamwork — and we’re proud of our inclusive, supportive culture. 

Whether it’s supporting emergency services from behind the scenes or helping shape the future of our leadership, you’ll play a crucial role in helping us save lives. 

The Air Ambulance Service isn’t just a place to work; it’s a place to build a meaningful career.

Click “Apply Now” and help us to keep our helicopters flying and continue saving lives.

Compliance Responsibilities

In addition to specific compliance requirements within your area of expertise, you also hold responsibility in your specialism for:

• Health & Safety and Environment
• Safeguarding
• Data Protection
• Equality, Diversity, and Inclusion
• Quality

You are expected and encouraged to raise and escalate appropriately any potential breaches or areas for improvement regarding the above.

The role is subject to a Enhanced DBS check.

Environment

TAAS is an inclusive working environment where Equality, Diversity and Human Rights are guiding principles, individuals are respected and a value of having a diverse workforce is recognised. The recruitment, employment and development of people are based on qualifications, experience and competency to do the job, eliminating personal bias or prejudice.

As an organisation, TAAS are committed to ensuring the safety and welfare of children and vulnerable adults involved in any of our activities. Our commitment applies to all acting on our behalf, i.e., employees, contractors, volunteers, supporters, patient, donors and visitors, meaning that all have a responsibility towards safeguarding children, young people and vulnerable adults with whom they have contact with. Any new staff starting with the organisation will need to be committed to Safeguarding, complete relevant Safeguarding training and report any concerns they may have. TAAS operate a safer recruitment process, as part of our Safeguarding policy, which includes identifying and rejecting anyone who may be a risk to vulnerable people.