Complaints Manager in Bangor

Working as part of the People’s Experience Department, this role is pivotal to improving the quality of people’s experience at BCUHB. The post holder will be responsible for managing highly sensitive complaints capturing, measuring and improving patient and carer experiences across BCUHB. As a manager working at the corporate level across the organisation, the post holder will play a key role and have freedom to act in administering the organisation’s arrangements for investigating and responding to complaints, claims and incidents, collectively known as ‘concerns,’ in line with the requirements set out by the Welsh Government (WG) and with line management and day-to-day supervision of the Concerns Team.

The post holder will be responsible on a daily basis to autonomously manage and coordinate the concerns received by the organisation. This includes ensuring that investigations are instigated appropriately, that concerns are managed from inception to completion using established templates and processes, and that responses are received within agreed timescales and quality‑assured prior to distribution.

Main duties of the job:

• The post holder will, as a member of the Concerns Team, implement a long‑term, standard, consistent approach to NHS Redress, ensuring that all concerns are investigated using the same tools and methodology to aid resolution.
• They will introduce and maintain systems (databases, spreadsheets, business plans, etc.) that recognise the need to learn from concerns and seek remedies for patients, including providing redress for anyone harmed by the services it provides.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Working for our organisation:

Betsi Cadwaladr University Health Board (BCUHB) North Wales is 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. We are committed to promoting equality and diversity and are proud to welcome applicants under the “Disability Confident Employer” scheme.

Person specification:

Essential:

• Post Graduate level of education in a relevant subject or demonstrable equivalent experience
• Specialist knowledge in the Concerns function (claims/investigations or complaints)
• Ability to work at all levels across the organisation, including presenting to meetings
• Excellent time‑management skills and ability to work to deadlines
• Analytical skills – ability to make judgements about facts or situations

Desirable criteria:

• Experience in investigation techniques, patient safety concerns management and risk & risk management, using a range of complementary tools (e.g., Being Open, Root Cause Analysis, and Incident Decision Tree)
• Experience of using and managing information to determine priorities and demonstrate service levels
• Ability to learn from experience and adapt to changes and new challenges

Application Form and Interview:

Essential Criteria:

• Highly developed written and verbal communication skills
• IT literate, including analysis of highly complex data
• Report writing skills

Desirable criteria:

• Demonstrable evidence of successful multi‑disciplinary team working
• Demonstrable and consistent evidence of organisational and personal learning and change from patient safety concerns, patient experience concerns or improvement programmes
• Supervisory experience