Regional Head of Complaints Advocacy and Engagement

Recruit 3; Swansea; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A health and social care advocacy organization is looking for a Regional Head of Complaints Advocacy and Engagement. You will lead the engagement team and drive service improvements in health and social care based on community feedback. The role requires leadership experience, understanding advocacy principles, and passion for public involvement. This is a hybrid role that includes both office-based and remote work, along with a number of benefits including annual leave and NHS pension membership.

Benefits

28 days annual leave

Membership of NHS pension scheme

Access to Employee Assistance Programme

Qualifications

• Experience of leading diverse teams.
• In depth understanding of engagement or advocacy principles.
• Experience of translating insights into action.
• Passion for public involvement and service improvement.

Responsibilities

• Lead the regional engagement team and complaints advocacy service.
• Oversee regional communications and campaigns.
• Use data tools to track and present impact.
• Drive innovation and learning across Wales.
• Champion a national priority topic.

Skills

Leading diverse teams

Engagement or advocacy principles

Translating insights into action

Public involvement and service improvement

Tools

Customer Relationship Management system

Excel

Microsoft Forms

Job description

Overview

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 Role

Regional Head of Complaints Advocacy and Engagement

Location and Contract

Location: Regional office

Contract Type: substantive

Hours: 37.5 & 22.5 hours per week

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

Role summary

Are you passionate about making real change in health and social care? Do you believe in the power of people’s voices to shape better services? If so, we want to hear from you!

As Regional Head of Complaints Advocacy and Engagement, you’ll lead our engagement team and complaints advocacy service. You’ll use what people tell us to drive service improvements in health and social care. Your role will also support the delivery of Llais’ national strategic priorities and the leadership of a national priority topic.

What you’ll do

• Lead the regional engagement team and complaints advocacy service.
• Oversee regional communications and campaigns with support from our national communications team.
• Use data tools (Customer Relationship Management system, Excel, MS Forms and other Microsoft products) to track and present impact
• Drive innovation and learning across Wales
• Champion a national priority topic based on key themes we hear from the public

What you’ll bring

• Experience of leading diverse teams
• In depth understanding of engagement or advocacy principles
• Experience of translating insights into action
• Passion for public involvement and service improvement

Working arrangements

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

Language and development

Welsh language skills are essential; however, we welcome applications from non-Welsh speakers, with the expectation that the successful candidate will be supported to learn Welsh as part of their development.

Benefits

• 28days 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

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, we want to hear from you.

Contact

If you would like to get in touch to discuss the role, please contact [e-mail] to book an appointment, please ensure that you advise which regional position you would like to discuss.

Recruit3 is developed in Wales in association with WCVA (Registered charity 218093, Company limited by guarantee 425299) and The Big Issue Cymru (Co Registration No 3049322)