Senior Complaints & Listening to People Manager

Welsh Ambulance Services; Cardiff; On-site; GBP 60,000 - 75,000; Full time

Job summary

The Listening to People Manager at Welsh Ambulance Services University NHS Trust is a senior leader within the Clinical Quality Directorate, responsible for delivering a compassionate complaints service. You will ensure patients and families remain at the centre of the process and that complaints are managed per Trust policy and regulatory standards.

You will provide specialist advice on policy, legislation and best practice, oversee investigations and responses, and build trusted relationships

Qualifications

• Experience delivering high quality complaints services.
• Experience leading family meetings.
• Experience collaborating effectively with external stakeholders to ensure timely, quality assured responses.
• Evidence of actively participating in service improvement and effectiveness.

Responsibilities

• Lead and deliver an efficient and effective complaints service in line with Trust policy and regulatory requirements.
• Oversee monitoring of complaints and feedback with detailed quality reports for local and corporate levels.
• Develop and enhance the complaints service and governance across the organisation.

Skills

Experience delivering high quality a

Education

Degree level in a relevant subject

Job description

The Listening to People Manager at Welsh Ambulance Services University NHS Trust is a senior leader within the Clinical Quality Directorate, responsible for delivering a compassionate complaints service. You will ensure patients and families remain at the centre of the process and that complaints are managed per Trust policy and regulatory standards.

You will provide specialist advice on policy, legislation and best practice, oversee investigations and responses, and build trusted relationships