Complaints Advocate – Welsh-Speaking, Hybrid

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

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.