Listening To People Manager Internal

Welsh Ambulance Services; Carmarthen; On-site; GBP 55,000 - 75,000; Full time

Job summary

Welsh Ambulance Services NHS Trust is seeking a Listening to People Manager to lead a compassionate and compliant complaints service across the organisation. You will ensure patients and families remain at the centre of the process, align with Listening to People Regulations and data protection standards, and provide expert support to managers and staff.

You will oversee investigations, manage relationships with external partners, and drive service improvements while embedding the Once for Wales

Qualifications

• Experience delivering high quality complaints services.
• Experience in leading family meetings or similar discussions with affected parties.
• Knowledge of NHS/national legislation relevant to complaints handling.

Responsibilities

• Lead and deliver an efficient complaints service in line with Trust policies.
• Provide specialist advice on internal policy, national legislation and best practice.
• Oversee investigations and responses, ensuring timely and quality reports.

Skills

Complaints management

Leadership

Stakeholder engagement

Change management

Policy knowledge

Education

Degree or equivalent

Tools

Concerns Management System

Job description

Job overview

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE NHS TRUST

This post is Fixed term/Secondment until 31st March 2027 to meet the needs of the service.

If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

The Listening to People Manager is a senior leadership role within the Clinical Quality Directorate, responsible for leading an efficient, effective and compassionate complaints service across the Welsh Ambulance Services University NHS Trust. The post holder will ensure that patients and families remain at the centre of the process and that complaints and feedback are managed in accordance with Trust policy, Listening to People Regulations, Duty of Quality, Duty of Candour, data protection requirements and Public Services Ombudsman for Wales standards.

As the Trust’s subject matter expert for complaints, you will provide specialist advice and practical support to managers and staff on internal policy, national legislation and best practice. You will oversee timely, high-quality investigations and responses, communicate sensitively with people in complex or emotive circumstances, and build trusted relationships with patients, families, clinical and non-clinical teams, Citizen Voice bodies and external partners.

Main duties of the job

The Listening to People Manager will be responsible for autonomously leading and delivering an efficient and effective complaints service in accordance with Trust policy and procedure and complying with national regulations and requirements, including Listening to People Regulations, Duty of Quality, Duty of Candour, General Data Protection Regulations and Public Services Ombudsman for Wales - putting patients and families at the centre of everything we do.

The Listening to People Manager is responsible for the oversight and monitoring of complaints and feedback across the organisation providing detailed quality assured reports at local and corporate level including Trust Board and committees and externally to Welsh Risk Pool, Welsh Government and working with Citizen Voice bodies locally.

The post-holder will lead the further development of the complaint services across the organisation, embedding the Once for Wales Concerns Management solution to ensure timely, quality assured investigations and responses, identifying any improvement opportunities.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Working for our organisation

#RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Person specification

Experience

Essential criteria

• Experience of delivering high quality complaints services
• Experience in leading family meetings
• Experience of collaborating effectively with external stakeholders (e.g. other healthcare organisations, ombudsman, patient voice bodies etc.) to ensure timely, quality assured responses.
• Evidence of actively participating in service improvement and effectiveness.
• Demonstrable experience in leading and managing change / improvement projects.

Desirable criteria

• Experience working in a complaints environment within the NHS.

Qualifications and Knowledge

Essential criteria

• Educated to Degree level in a relevant subject or equivalent experience.
• Specialist knowledge of the Listening to People / complaints processes to post graduate level or obtained through practical experience in a complaints setting.
• Knowledge and understanding of legal, regulatory and policy parameters relating to the complaints process.

Desirable criteria

• Professional Clinical Registrant (NMC, HCPC etc)
• Awareness of the challenges and opportunities for the NHS and other public services in Wales.