Regional Head of Complaints Advocacy and Engagement- Gwent Region

Citizen Voice Body for Health and Social Care Wales (operating name Llais); Wales; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A national health advocacy body in Wales seeks a Regional Head of Complaints Advocacy and Engagement to lead teams and drive service improvements in health and social care. Ideal candidates will have experience in team leadership and engagement principles, along with a passion for public involvement. This hybrid role includes competitive benefits like annual leave and NHS pension membership.

Benefits

28 days annual leave (increasing with service)

Competitive salary

Flexible working

Automatic NHS pension scheme membership

Qualifications

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

Responsibilities

• Lead the regional engagement team and complaints advocacy service.
• Oversee regional communications and campaigns.
• Champion a national priority topic based on public feedback.

Skills

Leading diverse teams

Understanding of engagement principles

Translating insights into action

Passion for public involvement

Welsh language skills

Tools

Customer Relationship Management system

Excel

MS Forms

Job description

Overview

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.

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

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!

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

About Llais

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.

Benefits

• 28 days annual leave (rising to 34 days with length of service) plus statutory holidays - pro rata for part time employees
• Competitive salary
• Flexible working
• Automatic membership of the NHS pension scheme