Senior Listening to People & Complaints Manager

Welsh Ambulance Services; Cwmbran; On-site; GBP 55,000 - 70,000; Full time

Job summary

Welsh Ambulance Services University NHS Trust is seeking a Listening to People Manager to lead an efficient complaints service, ensuring patient-centred investigations and timely responses in line with policy and regulation.

You will oversee cross‑organisation reporting, drive service improvements and embed the Once for Wales concerns management approach, working with diverse partners and stakeholders.

Qualifications

• Experience of delivering high quality complaints services.
• Experience in leading family meetings.
• Experience collaborating with external stakeholders (e.g. NHS, ombudsman, patient voice bodies).
• Evidence of participating in service improvement and change initiatives.

Responsibilities

• Autonomously lead and deliver an efficient complaints service in line with policy.
• Oversee monitoring and reporting of complaints to local and corporate levels.
• Develop and embed complaints handling improvements across the organisation.
• Lead investigations and ensure timely, quality responses to patients and families.

Skills

Leading high quality complaints

Leading family meetings

Stakeholder engagement

Service improvement & change

Education

Degree level in relevant subject

Job description

Welsh Ambulance Services University NHS Trust is seeking a Listening to People Manager to lead an efficient complaints service, ensuring patient-centred investigations and timely responses in line with policy and regulation.

You will oversee cross‑organisation reporting, drive service improvements and embed the Once for Wales concerns management approach, working with diverse partners and stakeholders.