About this role
Job summary
To undertake clerical and processing database tasks to support the Concerns Teams in handling and the management of complaints and associated process around duty of candour in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures, and performance standards.
To provide general co-ordination and support to the Concerns Team.To be responsible for co-ordination of the weekly reports for the Quality & Safety Team.To liaise with all members of the Health Care setting, including secondary and community teams in addition to other departments.To work independently as work is managed rather than supervised
This post is secondment/fixed term for 6 months from start date to cover a secondment. If you are interested in applying for it as a secondment, please obtain permission from your current line manager prior to applying.
Main duties of the job Varied duties to include but not limited to, undertaking clerical and processing database tasks to support the Concerns Teams in the handling and the management of complaints and the associated process around duty of candour in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures, and performance standards. We are delighted to invite motivated and compassionate individuals to apply for this dynamic and pivotal role within our team. As a Complaints Coordinator, you will be at the heart of our organisation's commitment to listening, learning, and continuously improving the experience of those we serve. Each day brings the opportunity to engage directly with service users, facilitate the resolution of concerns, and play a key role in shaping meaningful change. If you thrive in a role where no two days are the same, enjoy building constructive relationships, and are passionate about making a genuine difference, we would be excited to welcome you to join us.
For further duties of this role please refer to the Job Description.
About us
Cwm Taf Morgannwg (CTM) University Health Board, part of NHS Wales, serves a large population across a diverse and beautiful region, steeped in history and heritage. With nearly 13,500 staff, our health board is one of Wales's largest employers.
Together, we are Team CTM; a workforce dedicated to offering excellent patient care and support to the 450,000 people across our three regions, Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf. We operate three District General hospitals, several community hospitals, primary and community care facilities.
CTM's location offers the best of South Wales, just 20 minutes from Cardiff's vibrant city life, the natural beauty of the Brecon Beacons, and the serene coastline at Ogmore. Whether you enjoy lively urban amenities, peaceful countryside, or seaside escapes, our location makes an ideal setting for both work and personal life.
Our CTM 2030 Strategy--Our Health, Our Future--focuses on uniting our region around shared health and wellbeing goals. Our values guide us daily:
o We listen, learn, and improve
o We treat everyone with respect
o We work together as one team
CTM employees enjoy benefits including; a leading pension, generous leave, flexible work, career growth, and access to ongoing learning and development.
At CTM, you'll find a welcoming, team-oriented workplace that values diversity and compassion, where you can take pride in your work and the difference it makes.
Job description Job responsibilities
To undertake clerical and processing database tasks to support the Concerns Teams in handling and the management of complaints and associated process around duty of candour in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures, and performance standards.
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
Skills and Attributes Essential
Experienced user of Microsoft Word, Excel, and PowerPoint. Excellent verbal and written skills Experience in working to high standards Experience of dealing with sensitive information and sensitive situations in an appropriate manner Experience of working within a team and ability to use own initiative and be proactive in line with the organisations Polices, Processess, Procedures, Values and Behaviours Enthusiastic to improve patient, families, carers, relatives all individuals to include staff experience if needed within the helath care setting Evidence of ability to work successfully under pressure Flexible attitude and approach to work based on the needs of the Service demands
Desirable
Experience of working within a NHS setting Experience of producing reports via Datix or similar Risk Management Systems Welsh language skills in Speaking/Listening at Level 3 or above
Knowledge and Experience Essential
Qualifications and Knowledge Skills and Attributes Essential Commitment to Confidentiality Emotional Resilience and Professionalism Exceptional Communication and Telephone Manner Accuracy and Attention to Detail Strong Organisational and Prioritisation Skills Empathy, Compassion and a Patient-Focused Mindset Adaptability in an Evolving Role
Desirable
Knowledge of DATIX Risk Managenent System Knowledge of processing Concerns Experience in Complaint Handling or Patient Experience Work Some knowledge/awareness of relevant Legislation and NHS Frameworks Experience Using Case Management Systems Experience of potentially communicating with vulnerable individuals or families Experience working within an environment where information can be distressing or emotionally challenging
Governance, WellBeing, Knowledge Desirable
Understanding of confidentiality, data protection and GDPR principles Awareness of the emotional impact of working with distressing or negative information Experience dealing with sensitive, confidential or emotive information Knowledge of NHS complaints procedures
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 Cwm Taf Morgannwg University Health Board
Address Unit 3, Ynysmeurig House
Navigation Park
Abercynon
CF45 4SN
United Kingdom
Employer's website https://joinctm.wales/ (Opens in a new tab)