Betsi Cadwaladr University Health Board
People's Experience Officer
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Job Overview
We are seeking to appoint a People’s Experience Service (PES) Officer to join the People’s Experience Team.
Based in Ysbyty Gwynedd, you will work flexibly to provide service support to deliver on the NHS Wales People’s Experience Framework (2025) across the Health Board.
The successful candidate will be expected to participate in the co-ordination and delivery of engagement and communication activities, as defined in the PES Officer job role. The post holder will attend primary, secondary and community settings across the Health Board to engage with patients, carers and staff and lead on the delivery of capturing feedback through various methods, including Care 2 Share interviews and storytelling to ensure people can provide feedback or share concerns regarding their health care experiences.
The PES Officer will report to the People’s Experience Manager and work closely with the People’s Enquiry Resolution Service / Complaints team to ensure that feedback is welcomed and acted on as part of the everyday business of the Health Board.
We are looking for someone who is enthusiastic, self-motivated, sensitive and tactful; educated to degree level (or equivalent experience) and have experience in dealing with patients / carers / members of the public in what can be difficult or challenging situations.
This post is Welsh Essential and travel is required across North Wales.
Main duties of the job
The main responsibilities of the post are:
- To work as part of the People’s Experience Team to support the delivery of the People’s Experience Strategy to ensure that patients, carers and relatives are given every opportunity to provide feedback on their experience to support service learning and improvement.
- To work in collaboration with services on improvement actions and priority projects as identified in local service area action plans and outlined in the NHS Wales People’s Experience Framework (2025).
- To actively network, build and maintain good relationships with management teams, clinical staff and non-clinical staff across the Health Board, including partner organisations and the third sector.
- To represent the People’s Experience Team at key internal and external meetings.
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The post holder will:
- Work closely with services to provide feedback on what matters to our patients, carers and relatives and work with them to improve and shape services accordingly to improve overall experiences.
- Use tact and persuasion skills to communicate sensitive or contentious information to Health Board staff and key stakeholders.
- Design communication materials including information leaflets, presentations and reports for internal and external use.
- Establish systems and processes to effectively manage and record all activity with services, patients, carers or relatives to ensure that this can be used in a format to report against.
Working for our organisation
If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.
Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
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Detailed Job Description And Main 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 criteria
- Educated to degree level or equivalent qualification or experience.
- Continual professional development.
- Good understanding of legislation governing complaints management and data protection.
- Working knowledge of operating within a patient experience/engagement framework.
- Knowledge, understanding of and commitment to equal opportunities.
- Political awareness and sensitivity to the high profile of the Health Board.
Desirable criteria
- European Computer Driving Licence or equivalent.
Experience
Essential criteria
- Relevant experience of dealing with general public/patients/carers/health professionals on customer service issues.
- Experience of handling difficult and distressing situations.
- Ability to produce and distribute public information.
- Experience of dealing with a variety of professionals and staff at different levels.
Skills And Attributes
Essential criteria
- Advanced IT, web, social media and presentation skills.
- Establishing systems and processes to ensure effective recording, monitoring and evaluation of patient feedback.
- Problem solving skills.
- Able to demonstrate a high level of interpersonal skills, displaying credibility, professionalism and influence.
- Ability to work on own initiative and organise own workload.
- This post is Welsh Essential.
- Creativity - layout of documents, design of presentations and displays.
Other
Essential criteria
- Ability to travel within geographical area.
- Able to work hours flexibly.
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