Complaints Advocate (Band 6) - Complaints Advocacy - Citizen Voice Body for Health and Social C[...]

Citizen Voice Body for Health and Social Care Wales (operating name Llais); Cwmbran; On-site; GBP 39,000 - 48,000; Full time

Job summary

An independent health and social care organization seeks a Complaints Advocate to provide support for those wishing to complain about care received. This position, based in Cwmbran, involves advocacy, trending analysis of complaints, and monitoring service performance. Ideal candidates are passionate about improving health services in Wales and have strong communication skills. Ability to speak Welsh is desirable.

Qualifications

• Ability to speak Welsh is desirable.
• Experience in complaints advocacy or a related field.
• Understanding of NHS and social care services.

Responsibilities

• Provide independent support for complaints about care or treatment.
• Analyze trends from complaints.
• Monitor performance of health and social care services.

Skills

Communication

Advocacy

Understanding of Health and Social Care

Job description

Employer Citizen Voice Body for Health and Social Care Wales (operating name Llais) Employer type Public (Non NHS) Site Llais Gwent Town Cwmbran Salary £39,263 - £47,280 Per annum Salary period Yearly Closing 22/10/2025 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.

Our role is to engage with and listen to the patients and public 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 will feed back to decision-makers to help shape and influence future services.

Are you passionate about improving health and social care services in Wales?

A fantastic opportunity has become available at Llais, Gwent for a Complaints Advocate, Band 6, 37.5 hours per week.

This role is primarily based in the Cwmbran office.

The ability to speak Welsh is desirable.

Main Duties of the job

Plan, develop and provide independent support and advocacy for people who wish to make a complaint about care or treatment received:

• from or on behalf of the NHS
• from or on behalf of Local Authority Social Care services
• from a regulated social care service provider

Enable people to complain in a way that best meets their communication needs.

Act as a catalyst for change and to encourage learning from complaints

Contribute to learning and development of staff in the NHS, Social Care services and other organisations who deal with Health and Social Services user concerns and complaints.

The post holder will be responsible for:

• Complaints advocacy
• Trends analysis of complaint
• Monitoring Health and Social Care services performance against the recommendations made as a result of complaints

The post holder will also need to have the ability to travel

Working for our organisation

Everyone at Llais believes people and communities in Wales should lead happy, healthy lives where they get the health and social care they need in a way that works best for them. We believe this can only happen by raising the power and influence of their voices in shaping people-centred health and social care services.

That is where you come in! Are you looking for the opportunity to join a new, passionate organisation, and contribute to the improvement of health and social care services here in Wales?

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.

Job Description Main Responsibilities

A full job description and person specification are attached to this advert, please review this prior to submitting your application.

If you are up for the challenge and want to be an important part of making a real difference to health and social care services in Wales and have any queries or wish to discuss this post, please contact: Lisa Charles,[e-mail] or Angela Mutlow, [e-mail]

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.