Aneurin Bevan University Health Board
Listening to People & Public Services Ombudsman Support Officer - INTERNAL
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We encourage applications from all with protected characteristics, including disabled and neurodiverse candidates and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.
Each job advert includes the relevant manager’s contact details, and you are encouraged to discuss any adjustments you may require directly with them. There is no obligation to disclose any personal or medical information—simply let us know what support would help you to participate fully.
Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 or email abb.vacancyrequests@wales.nhs.uk
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Aneurin Bevan University Health Board support flexible working.
Health Board grounds are required to be smoke-free by law. Smoking is not permitted anywhere on ABUHB sites. This applies to all staff, contractors, patients and visitors. More details are available in our Smoke-Free Environment Policy. For help to quit smoking please contact our Help Me Quit Team About Help Me Quit - Aneurin Bevan University Health Board
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
The salary scale for a Band 3 has been adjusted as part of the NHS Agenda for Change pay award for 2026/2027 and will be implemented in August 2026 backdated to 01 April 2026 where applicable.
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PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY ANEURIN BEVAN UNIVERSITY HEALTH BOARD
The post holder will be working in a corporate team within the Aneurin Bevan University Health Board (ABUHB). Working with the Head of Quality, Patient Safety & Learning, the Senior QPS Manager, Concerns Manager, complaints & PSOW and Deputy Concerns Manager you will be expected to provide operational support, and expertise to ensure that the core aspects of the Listening to People guidelines and Complaints pillar of the Quality Strategy are delivered in line with the overall Health Board objectives, policies and strategies.
Main duties of the job
The Listening to People & PSOW Support Officer (Concerns and PSOW) will work within the Corporate Listening to People Team to support the effective management, coordination and monitoring of concerns, complaints and Public Services Ombudsman for Wales (PSOW) cases across Aneurin Bevan University Health Board.
The post holder will ensure compliance with the NHS Concerns, Complaints and Redress Arrangements (Wales) Regulations and Ombudsman requirements whilst promoting a compassionate, person-centred approach that supports learning and service improvement.
The post holder will be responsible for the review, grading and allocation of concerns received through multiple channels, ensuring accurate recording within RLDatix and maintaining effective oversight of complaint progression, response timescales and performance standards.
The role will coordinate PSOW investigations, recommendations, settlement proposals and correspondence, supporting the production of high-quality responses, monitoring compliance with recommendations and ensuring organisational learning is disseminated appropriately.
The post holder will provide specialist advice, information, training and support to Health Board staff regarding concerns management, Listening to People processes, RLDatix requirements, complaint handling standards and learning arising from concerns and Ombudsman investigations.
To work independently, managing their own workload, referring to their managers when required.
Working for our organisation
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
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We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Well-being Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Other
Essential criteria
- Ability to be independently mobile to meet the requirements of the post.
- Flexible approach to needs of the service
Values
Essential criteria
- Additional demonstrable qualities that may be beneficial to the role, e.g. care, compassion, competence, communication, courage and commitment.
Aptitude and Abilities
Essential criteria
- Highly developed communication and influencing skills
- Commitment to team working.
- Accepts responsibility for quality of work.
- Courteous and non-judgemental
Desirable criteria
- Ability to speak Welsh.
Experience
Essential criteria
- Experience of working within a customer related service.
- Experience of working in a complex organisational environment.
- Knowledge and understanding of the PTR Process.
Desirable criteria
- Experience of devising and delivering training.
Qualifications And/or Knowledge
Essential criteria
- Educated to degree level or equivalent educational attainment/demonstrable experience.
- Organised and able to manage competing priorities to deliver work within tight timescales.
- Ability to prepare and proof read written reports /documents or equivalent to a high standard.
- Can demonstrate sound judgement and have the ability to act on own initiative.
- Ability to challenge senior staff as part of the investigative process.
Desirable criteria
- Evidence of recent and relevant continuous professional development.
- Knowledge of NHS structure and working arrangements.
- Knowledge of data protection legislation and related issues.
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