About this role
Job summary Responsible for leading the Health Board's approach to Ombudsman (PSOW) investigations and the management of complex complaints, operating with a high degree of autonomy to shape investigative strategy, oversee evidence gathering, and ensure the quality and integrity of outcomes. The role drives the development and implementation of robust systems, standards, and policies aligned toListening to People principles and organisational governance. Acting as an expert advisor, the postholder influences senior leaders and clinicians on sensitive and high-risk matters, ensuring effective resolution and organisational learning. The role also leads on translating Ombudsman findings into actionable improvement plans, while owning the KPI and reporting framework to provide assurance at Board and Committee level on performance, risk, and continuous improvement.
Main duties of the job Support the management of Ombudsman (PSOW) investigations and complex complaints, ensuring compliance with Listening to People Regulations and Health Board policy. Act as a key contact for external bodies, supporting timely and appropriate responses to enquiries. Provide specialist advice to staff and managers on complex complaints and Ombudsman processes. Coordinate case reviews and multidisciplinary discussions to support evidence gathering and recommendations. Manage day-to-day PSOW investigations, including information collation, drafting responses and monitoring timescales. Track Ombudsman recommendations and actions, escalating risks or delays as required. Identify themes and trends to support organisational learning and service improvement. Contribute to KPI reporting, dashboards and assurance on performance and risk. Maintain accurate records and data quality to support governance and audit requirements. Support team working and share knowledge to build capability across services. Provide advice and training to staff, promoting a culture of openness and learning. Manage a varied workload, prioritising to meet deadlines. Work sensitively in emotive situations, maintaining professionalism and empathy.
About us
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.
Our mission is "Living Well, Caring Well, Working Together", and our vision is that every person's chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.
Job description Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications and Knowledge Essential
Master's degree or equivalent demonstrable experience in a relevant area (e.g. patient experience, quality, governance, complaints) Evidence of continuous professional development
Desirable
Management or leadership qualification Formal complaints investigation training and/or root cause analysis training
Experience Essential
Significant experience managing complex, high-risk and sensitive concerns/complaints, including coordination across multiple services and professional groups Experience of working with and responding to the Public Services Ombudsman for Wales or equivalent external scrutiny bodies, including meeting statutory timescales and quality standards Experience of analysing complex qualitative and quantitative information and producing high-quality written reports and assurance outputs for senior audiences (e.g. Committees/Executive/Board) Experience influencing senior stakeholders and securing co-operation in contentious or emotive situations, including constructive challenge and negotiation Experience of developing, implementing, or improving service-wide processes/standards for complaints handling, learning and assurance, with evidence of impact Experience working with information governance/data protection requirements when handling sensitive personal information and evidential records Experience of line management, supervision, and staff development (including appraisal and performance support)
Desirable
Experience of leading programmes of work (workplans, action tracking, benefits/impact reporting) across multiple teams
Skills and Attributes Essential
Highly developed communication skills (written and verbal), including the ability to present complex information clearly to senior audiences Ability to communicate compassionately and confidently with patients, families, and staff in emotive or contentious circumstances Strong analytical, judgement and decision-making skills, including balancing risk, quality, experience, and reputational considerations Ability to manage conflict, challenge constructively and influence change across services Highly organised, resilient, and able to manage competing priorities and complex deadlines Able to work autonomously while contributing effectively within a wider multidisciplinary team
Other Essential
Commitment to equality, diversity and human rights Understanding of information governance, confidentiality and data protection requirements Willingness to travel across Health Board sites as required
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Cardiff and Vale University Health Board
Address Woodland House
Maes Y Coed Road
Cardiff
CF14 4HH
United Kingdom
Employer's website https://cavuhb.nhs.wales/ (Opens in a new tab)