Complaints Advocate

Citizen Voice Body for Health and Social Care Wales (operating name Llais); Carmarthen; Hybrid; GBP 41,000 - 49,000; Full time

Benefits offered by this job

28 days annual leave

NHS pension scheme

Employee Assistance Programme

Job summary

Citizen Voice Body for Health and Social Care Wales (operating name Llais) is recruiting a Complaints Advocate (Band 6) on a maternity cover contract. The role is 37.5 hours weekly, hybrid with remote and office-based work in Carmarthen.

The post emphasizes providing specialist information to complainants and guiding them through NHS and social care complaints procedures. Welsh language ability is essential to communicate effectively with diverse communities.

Qualifications

• Welsh language essential
• Strong communication skills in English
• Experience with complaints processes or advocacy is desirable

Responsibilities

• Provide specialist information and advice to complainants and to assist them in taking up their complaints about NHS services and Social Care services through the appropriate procedures, in their language of choice.
• Facilitate effective discussion and resolution between professionals and complainants on contentious or emotive topics.
• Enable complainants to submit concise concerns to the appropriate organisation for a comprehensive investigation of the facts.
• Provide emotional and technical support to complainants during Ombudsman investigations, including interpretation of reports.
• Work with complainants to submit consistent, well-structured applications for Ombudsman investigations and subsequent correspondence.
• Report to senior staff on complaints activities, trends and concerns that may require follow up.

Skills

Welsh language

Communication

Counselling

Mediation

Research

Job description

Employer Citizen Voice Body for Health and Social Care Wales (operating name Llais) Employer type Public (Non NHS) Site Llais Carmarthen Town Carmarthen Salary £40,559 - £48,841 Per annum Salary period Yearly Closing 16/11/2026 23:59

Complaints Advocate

Band 6

Be part of Llais and help us to raise the power and influence of people’s voices to shape health and social care services to meet everyone's needs.

Llais is a national, independent body set up by the Welsh Government to give the people of Wales a say in how they receive their health and social care services.

Everything we do is in line with our values of integrity, working together and being person driven. We are committed to putting people and communities at the heart of everything we do.

Our role is to engage with and listen to the people of Wales. We do this by reaching out to people in their local communities, hearing their views and understanding their experiences of health and social care. We feedback what we hear to decision-makers to help shape and influence the services people receive now and in the future.

Job Overview

Join us as a Complaints Advocate

Band & Salary: Band 6, £40,559.00 - £48,841.00

Contract Type: Maternity Cover

Hours: 37.5

This is a hybrid role, with both remote and office-based working.

The ability to communicate in Welsh is essential

Organisation: Llais – The Citizen Voice Body for Health and Social Care

What you’ll do:

Provide specialist information and advice to complainants and to assist them in taking up their complaints about NHS services and Social Care services through the appropriate procedures, in their language of choice. Work in compliance with relevant legislation relating to consent and confidentiality.

Facilitate effective discussion and resolution between professionals and complainants covering contentious, sensitive, and emotive subject areas where agreement may not always be reached.

Enable complainants to submit concise concerns to the appropriate organisation to ensure a comprehensive investigation of the facts is undertaken in line with the relevant Complaints procedure. This process will include:

• Giving advice on options and the complaintsprocess
• Research
• Compilation of letters andcorrespondence
• Basic Counsellingskills
• Mediation
• Interpretation of responses tocomplaints
• Negotiations
• Presentations
• Emotional and technical support at meetings with organisation representatives

The level and type of support will depend on each complainant’s individual needs.

Work closely with complainants to submit consistent, well-structured applications for Ombudsman investigations, and subsequent correspondence.

Provide emotional and technical support to complainants during Ombudsman investigations, including interpretation ofreports.

Report to senior staff on a regular basis on complaints activities, trends and concerns that may require follow up.

Review complaints information provided by NHS and Social Care services organisations to assist in identifying trends, and to review follow up action taken by organisations in response to complaints.

Report on trends in complaints to senior staff on a regular basis so that follow-up action can be taken to improve services.

Working for our organisation

We are looking for passionate and capable people from all walks of life who bring different lived experiences that will help change the way we think. We are looking for applications from diverse candidates who can bring fresh skills, lived experiences and perspectives to our work.

Llais provides staff with a full range of benefits including:

• 28 days annual leave (rising to 34 days with length of service) plus statutory holidays – pro rata for part time employees
• Automatic membership of the NHS pension scheme
• Access to the Employee Assistance Programme, including our confidential counselling service

Job Description Main Responsibilities

We welcome applications in Welsh and English.

After registering and signing in on the Trac site, you can choose your preferred language. If you wish, your interview can also be conducted via the medium of Welsh.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.