At a Glance
- Tasks: Support patient feedback and improve healthcare experiences across North Wales.
- Company: Join the NHS Wales People’s Experience Team in a dynamic health environment.
- Benefits: Flexible working hours, professional development, and the chance to make a real difference.
- Other info: Welsh language skills essential; travel required across North Wales.
- Why this job: Be the voice for patients and help shape healthcare services for the better.
- Qualifications: Degree level education or equivalent experience, with strong communication skills.
The predicted salary is between 37900 - 44600 £ per year.
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 and 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
- 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.
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.
Person specification
Qualifications & Knowledge
- 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.
Experience
- 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 & Attributes
- 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
- Ability to travel within geographical area.
- Able to work hours flexibly.
People's Experience Officer in Bangor employer: Betsi Cadwaladr University Health Board
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive and inclusive work environment in the beautiful location of Bangor, UK. With a strong commitment to employee development and clinical excellence, staff are encouraged to grow their skills while contributing to innovative practices in Orthotics. The organisation values diversity and actively promotes a culture where all voices are heard, making it a rewarding place for professionals seeking meaningful careers in healthcare.
Contact Details:
Betsi Cadwaladr University Health Board Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land People's Experience Officer in Bangor
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We think you need these skills to ace People's Experience Officer in Bangor
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