Ombudsman and Complex Complaints Lead in Cardiff

Responsible for leading the Health Board's approach to Ombudsman (PSOW) investigations and the management of complex complaints, operating with a high degree of autonomy to shape investigative strategy, oversee evidence gathering, and ensure the quality and integrity of outcomes. The role drives the development and implementation of robust systems, standards, and policies aligned to Listening to People principles and organisational governance. Acting as an expert advisor, the postholder influences senior leaders and clinicians on sensitive and high‑risk matters, ensuring effective resolution and organisational learning.

Main duties of the job

• Support the management of Ombudsman (PSOW) investigations and complex complaints, ensuring compliance with Listening to People Regulations and Health Board policy.
• Act as a key contact for external bodies, supporting timely and appropriate responses to enquiries.
• Provide specialist advice to staff and managers on complex complaints and Ombudsman processes.
• Coordinate case reviews and multidisciplinary discussions to support evidence gathering and recommendations.
• Manage day‑to‑day PSOW investigations, including information collation, drafting responses and monitoring timescales.
• Track Ombudsman recommendations and actions, escalating risks or delays as required.
• Identify themes and trends to support organisational learning and service improvement.
• Contribute to KPI reporting, dashboards and assurance on performance and risk.
• Maintain accurate records and data quality to support governance and audit requirements.
• Support team working and share knowledge to build capability across services.
• Provide advice and training to staff, promoting a culture of openness and learning.
• Manage a varied workload, prioritising to meet deadlines.
• Work sensitively in emotive situations, maintaining professionalism and empathy.

About us

Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.

Qualifications and Knowledge

• Master's degree or equivalent demonstrable experience in a relevant area (e.g. patient experience, quality, governance, complaints).
• Evidence of continuous professional development.
• Management or leadership qualification.
• Formal complaints investigation training and/or root cause analysis training.

Experience

• Significant experience managing complex, high‑risk and sensitive concerns/complaints, including coordination across multiple services and professional groups.
• Experience of working with and responding to the Public Services Ombudsman for Wales or equivalent external scrutiny bodies, including meeting statutory timescales and quality standards.
• Experience of analysing complex qualitative and quantitative information and producing high‑quality written reports and assurance outputs for senior audiences (e.g. Committees/Executive/Board).
• Experience influencing senior stakeholders and securing co‑operation in contentious or emotive situations, including constructive challenge and negotiation.
• Experience of developing, implementing, or improving service‑wide processes/standards for complaints handling, learning and assurance, with evidence of impact.
• Experience working with information governance/data protection requirements when handling sensitive personal information and evidential records.
• Experience of line management, supervision, and staff development (including appraisal and performance support).
• Experience of leading programmes of work (workplans, action tracking, benefits/impact reporting) across multiple teams.

Skills and Attributes

• Highly developed communication skills (written and verbal), including the ability to present complex information clearly to senior audiences.
• Ability to communicate compassionately and confidently with patients, families, and staff in emotive or contentious circumstances.
• Strong analytical, judgement and decision‑making skills, including balancing risk, quality, experience, and reputational considerations.
• Ability to manage conflict, challenge constructively and influence change across services.
• Highly organised, resilient, and able to manage competing priorities and complex deadlines.
• Able to work autonomously while contributing effectively within a wider multidisciplinary team.

Other

• Commitment to equality, diversity and human rights.
• Understanding of information governance, confidentiality and data protection requirements.
• Willingness to travel across Health Board sites as required.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.