Senior Complaints & Patient Experience Leader

Welsh Ambulance Services; St Asaph; On-site; GBP 65,000 - 90,000; Full time

Job summary

Welsh Ambulance Services NHS Trust is seeking a Listening to People Manager within the Clinical Quality Directorate. The role leads the complaints service, ensuring sensitive, timely investigations and responses while aligning with policy, data protection, and national standards.

You will support managers, staff, and patient voices across Wales. You will oversee reporting to boards and external bodies, embed improvements, and work with partners to deliver a compassionate, efficient complaints

Qualifications

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

Responsibilities

• Lead and deliver an efficient complaints service in line with policy and regulations.
• Provide expert advice to managers and staff on policy and legislation.
• Oversee investigations and responses, ensure quality and timeliness.
• Build relationships with patient voices, external partners, and internal teams.
• Embed Once for Wales Concerns Management solution to ensure timely investigations.

Skills

Delivering complaints services

Leading family meetings

Stakeholder collaboration

Change management

Education

Degree level in relevant subject

Post-graduate knowledge of Listening to People/complaints

Job description

Welsh Ambulance Services NHS Trust is seeking a Listening to People Manager within the Clinical Quality Directorate. The role leads the complaints service, ensuring sensitive, timely investigations and responses while aligning with policy, data protection, and national standards.

You will support managers, staff, and patient voices across Wales. You will oversee reporting to boards and external bodies, embed improvements, and work with partners to deliver a compassionate, efficient complaints