Regional Head of Complaints Advocacy and Engagement- Powys Region (NHS AfC: Band 7) - Complaint[...]

Citizen Voice Body for Health and Social Care Wales (operating name Llais); Brecon; Hybrid; GBP 48,000 - 56,000; Full time

Job summary

A national independent body for health and social care in Wales is seeking a Regional Head of Complaints Advocacy and Engagement. This role involves leading a team to improve health and social care services through public feedback. Applicants should have significant leadership experience and a passion for public involvement. The position offers a hybrid work model and substantial benefits.

Benefits

28 days annual leave plus statutory holidays

Automatic membership of the NHS pension scheme

Access to mentoring and counselling services

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 with support from our national communications team.
• Use data tools to track and present impact.
• Drive innovation and learning across Wales.
• Champion a national priority topic based on public feedback.

Skills

Leadership experience

Engagement and advocacy principles

Public involvement passion

Tools

Customer Relationship Management system

Excel

MS Forms

Job description

Employer Citizen Voice Body for Health and Social Care Wales (operating name Llais) Employer type Public (Non NHS) Site Llais - Powys Region Town Brecon / Newtown Salary £48,527 - £55,532 Per annum Salary period Yearly Closing 22/10/2025 23:59

Regional Head of Complaints Advocacy and Engagement- Powys Region

NHS AfC: Band 7

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

Join us as Regional Head of Complaints Advocacy and Engagement

Location: Brecon or Newtown

Salary: Band 7

Contract Type: substantive

Hours: 37.5

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

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

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.

Llais provides staff with a full range of benefits including:

• 28 days 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

A full job description and person specification are attached to this advert, please review this prior to submitting your application.

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.

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

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.