Head of Complaints & Patient Experience

Welsh Ambulance Services; Swansea; Sur place; GBP 65 000 - 82 000; Plein temps

Avantages offerts par ce poste

None

Résumé du poste

Welsh Ambulance Services University NHS Trust is seeking a Listening to People Manager to lead and improve the complaints service across the organisation. You will ensure high-quality investigations, maintain patient-centered processes, and advise managers on policy and regulations.

The role requires experience in managing complaints, strong leadership, and collaboration with external bodies, with a focus on compassionate, timely responses and improving service quality.

Qualifications

• Educated to degree level in a relevant subject or equivalent experience.
• Specialist knowledge of Listening to People/complaints at post-graduate level or through practical experience.
• Knowledge of legal, regulatory and policy parameters relating to complaints processes.

Responsabilités

• Lead and deliver an efficient complaints service in line with Trust policy and external regulations.
• Oversee complaints monitoring and reporting across the organisation to the board and external partners.
• Develop and embed the Once for Wales Concerns Management solution to ensure timely investigations.

Connaissances

Experience delivering complaints服务

Leading family meetings

External stakeholder collaboration

Service improvement & effectiveness

Change management

NHS complaints environment (desirable)

Formation

Degree level or equivalent

Post-graduate Listening to People knowledge

Description du poste

Welsh Ambulance Services University NHS Trust is seeking a Listening to People Manager to lead and improve the complaints service across the organisation. You will ensure high-quality investigations, maintain patient-centered processes, and advise managers on policy and regulations.

The role requires experience in managing complaints, strong leadership, and collaboration with external bodies, with a focus on compassionate, timely responses and improving service quality.