At a Glance
- Tasks: Manage complaints and concerns, ensuring effective support and resolution.
- Company: Aneurin Bevan University Health Board, committed to staff development.
- Benefits: Comprehensive benefits, training opportunities, and flexible working arrangements.
- Other info: Internal role for current QPS team members with excellent growth potential.
- Why this job: Make a real difference in patient care while advancing your career.
- Qualifications: Degree level education or equivalent experience in concerns management.
The predicted salary is between 37338 - 44962 £ per year.
We encourage applications from all individuals with protected characteristics, including disabled and neurodiverse candidates, and those in the Armed Forces Community. Applicants may apply in Welsh; applications submitted in Welsh will not be treated less favourably than those submitted in English. This role is internal only and is intended for current staff of Aneurin Bevan University Health Board, specifically those within the QPS team. It is part of our commitment to support career progression and development within the organisation.
Job Overview
The position is open exclusively to current employees of Aneurin Bevan University Health Board. It is not advertised externally and is intended solely for internal applicants from the QPS team.
Responsibilities
The main duties of the job involve delivering support and management functions related to complaints and concerns. Detailed responsibilities will be discussed during the interview process.
Qualifications and Knowledge
Essential criteria:
- Educated to Degree level or demonstrable knowledge gained through equivalent experience
- Evidence of commitment to continuous professional development
- Knowledge and experience of Concerns management under the 2011 Putting Things Right Regulations
- Knowledge of the NHS system for complaints management
Desirable criteria:
- RCA training
- Professional Clinical Registration
- Welsh Language: Welsh skills are desirable. Fluency is not required; basic speaking and listening at Level 3 (CEFR B2) or above is considered an advantage during short‑listing and selection.
Experience
Essential criteria:
- Experience of working across organisational boundaries
- Experience of using spreadsheets to analyse and report complex data
- Experience of working in a complex organisational environment
- Experience of devising and delivering training
Desirable criteria:
- Knowledge of NHS structure and working arrangements
- Knowledge of data protection legislation and related issues
- ECDL
- Extensive NHS Experience
Aptitude and Abilities
Essential criteria:
- Proven organisational skills
- Excellent communication, investigation, negotiation and influencing skills
- Highly developed interpersonal skills
- Ability to prepare written reports to a high standard
- Organised and able to manage competing priorities to deliver work within tight timescales
- Can demonstrate sound judgement
- Proficient with Microsoft Word, Microsoft Excel and knowledge of Datix
Desirable criteria:
- Ability to speak Welsh
Values
Essential criteria:
- Courteous and non‑judgemental
- Ability to remain impartial
- Highly developed communication and influencing skills
- Resilient
- Organised and self‑motivated
- Accepts responsibility for quality of work
- Practical approach
Desirable criteria:
- Application that demonstrates strong value alignment
- References supporting professional conduct
- Interviews reflecting thoughtful engagement
Benefits
We offer a comprehensive benefits package, extensive training and development opportunities including paid mandatory training, in‑house programmes, recognised qualifications, and professional career pathways. Flexible working arrangements are supported, and occupational health and wellbeing initiatives are available for all staff.
Deputy Concerns and Complex Complaints Manager - INTERNAL in Caerleon employer: Aneurin Bevan University Health Board
Aneurin Bevan University Health Board is an exceptional employer that prioritises the growth and development of its staff, offering extensive training opportunities and a supportive work culture. With a commitment to inclusivity and flexible working arrangements, employees can thrive in a dynamic environment while contributing to meaningful healthcare outcomes in the community.
Contact Details:
Aneurin Bevan University Health Board Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Deputy Concerns and Complex Complaints Manager - INTERNAL in Caerleon
✨Tip Number 1
Network like a pro! Reach out to your colleagues in the QPS team and let them know you're interested in the Deputy Concerns and Complex Complaints Manager role. They might have insights or tips that could give you an edge during the interview.
✨Tip Number 2
Brush up on your knowledge of the NHS complaints management system. Since this role involves handling concerns, being well-versed in the 2011 Putting Things Right Regulations will show you're serious about the position and ready to hit the ground running.
✨Tip Number 3
Prepare for the interview by thinking about your past experiences. Be ready to discuss how you've managed complaints or concerns in the past, and how your organisational skills can help you excel in this role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you're committed to progressing within Aneurin Bevan University Health Board.
We think you need these skills to ace Deputy Concerns and Complex Complaints Manager - INTERNAL in Caerleon
Some tips for your application 🫡
Know Your Audience:Since this role is internal, make sure to highlight your experience within the QPS team. We want to see how your current role has prepared you for this new challenge!
Showcase Your Skills:Don’t forget to mention your organisational skills and any experience with complaints management. We’re looking for evidence of your ability to handle complex situations, so be specific!
Be Professional Yet Personal:While we want a polished application, don’t shy away from showing a bit of your personality. Let us know what drives you and how you align with our values at Aneurin Bevan University Health Board.
Apply Through Our Website:Make sure to submit your application through our official website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Aneurin Bevan University Health Board
✨Know Your Stuff
Make sure you brush up on the 2011 Putting Things Right Regulations and the NHS complaints management system. Being able to discuss these topics confidently will show that you're not just familiar with the role but also committed to understanding the complexities involved.
✨Showcase Your Experience
Prepare specific examples from your time in the QPS team that highlight your experience with concerns management and training delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Demonstrate Your Values
This role values courtesy, impartiality, and resilience. Think of instances where you've exemplified these traits in your work. Be ready to share how you handle challenging situations while maintaining professionalism and a positive attitude.
✨Practice Your Communication Skills
Since excellent communication is key for this role, consider doing mock interviews with a colleague or friend. Focus on articulating your thoughts clearly and concisely, especially when discussing complex data or organisational challenges.
