Betsi Cadwaladr University Health Board
People's Experience Officer
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People's Experience Officer
People’s Experience Service (PES) Officer – Betsi Cadwaladr University Health Board
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. The role offers flexible working to support the delivery of the NHS Wales People’s Experience Framework (2025) across the Health Board.
The successful candidate will:
- Lead engagement and communication activities, including Care 2 Share interviews and storytelling programmes
- Work flexibly across primary, secondary, and community settings to gather and act on patient, carer, and staff feedback
- Report to the People’s Experience Manager and collaborate with the People’s Enquiry Resolution Service / Complaints Team
- Play a pivotal role in service improvement by ensuring feedback drives action
Key Attributes Required:
- Enthusiastic, self-motivated, sensitive, and tactful
- Degree level education (or equivalent experience)
- Experience supporting patients/carers in challenging scenarios
⚠️ Note: This is a Welsh Essential role, requiring travel across North Wales.
Main Duties & Responsibilities
Role Purposes
On this exciting new NHS People’s Experience Service role, you will:
- Ensure patients, carers, and relatives are given every opportunity to provide feedback on their health experience, informing service learning and improvement
- Collaborate with services to embed change, aligned with the NHS Wales People’s Experience Framework (2025) -Network across the Health Board and partner organisations, fostering strong relationships with management, clinical, and non-clinical teams
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Key Responsibilities
To work in collaboration with services to:
- Collect and communicate feedback to drive improvements in patient care and experience
- Liaise tactfully with staff and stakeholders on sensitive or difficult feedback
- Design and produce:
- Information leaflets
- Internal/external presentations
- Reports outlining feedback and outcomes
Ensure rigorous processes are established for recording, monitoring, and reporting patient/feedback activity across the organisation.
About Working at Betsi Cadwaladr University Health Board (BCUHB)
Join Wales’ largest Health Board, serving 700,000 people across North Wales, and deliver cutting-edge NHS services. BCUHB is committed to:
✅ Engaging leadership at all levels 🌍 Equality & diversity as core values – officially designated as a "Disability Confident Employer" 🏥 Working across primary, community, mental health, acute, and elective care
Recruitment Process:
- Applications submitted in English or Welsh will be treated equally
- Successful candidates will receive all recruitment correspondence via their registered email
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Detailed Job Specification
Qualifications & Knowledge
Essential Criteria:
- Degree or equivalent qualification/experience
- Understanding of contemporary patient engagement frameworks
- Awareness of equality, diversity, and sensitive health policy
- Knowledge of legislation governing complaints management and data protection
Desirable Criteria:
- European Computer Driving Licence (or equivalent competencies)
Experience
Essential Criteria:
- Handling public inquiries/complaints and trainer effective customer service
- Managing difficult and distressing situations with empathy and professionalism
- Experience designing and distributing public-facing information materials
Skills & Attributes
Essential Criteria:
- Advanced proficiency with IT, online tools, social media, and presentation software
- Ability to etablish, evaluate, and improve systems for recording patient/feedback
- Problem-solving and initiative – defaulting workload without supervision
- Demosticating interpersonal skills with professional credibility and influence
- Welsh language (essential)
Ability to travel and work flexibly is mandatory.
For further details, please check the full Job Description and Person Specification within the 'Apply now' section.
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