At a Glance
- Tasks: Support individuals in voicing their complaints about health and social care services.
- Company: Join Llais, the independent body empowering voices in health and social care across Wales.
- Benefits: Enjoy 28 days annual leave, NHS pension scheme, and access to counselling services.
- Other info: Hybrid role with opportunities for personal growth and diverse perspectives welcomed.
- Why this job: Make a real difference by helping people navigate their health and social care experiences.
- Qualifications: Strong communication skills and a passion for advocacy are essential.
The predicted salary is between 40559 - 48841 £ per year.
Be part of Llais and help us to raise the power and influence of people’s voices to shape health and social care services to meet everyone's needs. Llais is a national, independent body set up by the Welsh Government to give the people of Wales a say in how they receive their health and social care services. Everything we do is in line with our values of integrity, working together and being person driven. We are committed to putting people and communities at the heart of everything we do.
Our role is to engage with and listen to the people of Wales. We do this by reaching out to people in their local communities, hearing their views and understanding their experiences of health and social care. We feedback what we hear to decision-makers to help shape and influence the services people receive now and in the future.
Job Overview:
- Provide specialist information and advice to complainants and assist them in taking up their complaints about NHS services and Social Care services through the appropriate procedures, in their language of choice.
- Work in compliance with relevant legislation relating to consent and confidentiality.
- Facilitate effective discussion and resolution between professionals and complainants covering contentious, sensitive, and emotive subject areas where agreement may not always be reached.
- Enable complainants to submit concise concerns to the appropriate organisation to ensure a comprehensive investigation of the facts is undertaken in line with the relevant Complaints procedure.
- Work closely with complainants to submit consistent, well-structured applications for Ombudsman investigations, and subsequent correspondence.
- Provide emotional and technical support to complainants during Ombudsman investigations, including interpretation of reports.
- Report to senior staff on a regular basis on complaints activities, trends and concerns that may require follow up.
- Review complaints information provided by NHS and Social Care services organisations to assist in identifying trends, and to review follow up action taken by organisations in response to complaints.
- Report on trends in complaints to senior staff on a regular basis so that follow-up action can be taken to improve services.
Working for our organisation:
We are looking for passionate and capable people from all walks of life who bring different lived experiences that will help change the way we think. We are looking for applications from diverse candidates who can bring fresh skills, lived experiences and perspectives to our work.
Llais provides staff with a full range of benefits including:
- 28 days annual leave (rising to 34 days with length of service) plus statutory holidays – pro rata for part time employees
- Automatic membership of the NHS pension scheme
- Access to the Employee Assistance Programme, including our confidential counselling service
A full job description and person specification are attached to this advert, please review this prior to submitting your application. We welcome applications in Welsh and English.
Complaints Advocate in Carmarthen employer: Citizen Voice Body for Health and Social Care Wales (operating name Llais)
Llais is an exceptional employer that champions the voices of individuals in health and social care, offering a supportive and inclusive work culture. With a focus on employee growth and development, we provide opportunities for meaningful engagement and advocacy, all while enjoying the beautiful landscapes of Wales. Join us to make a real difference in people's lives while benefiting from a competitive salary and flexible working arrangements.
Contact Details:
Citizen Voice Body for Health and Social Care Wales (operating name Llais) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Advocate in Carmarthen
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Citizen Voice Body for Health and Social Care Wales (operating name Llais). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Citizen Voice Body for Health and Social Care Wales (operating name Llais) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Advocate in Carmarthen
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Citizen Voice Body for Health and Social Care Wales (operating name Llais):Your cover letter is your chance to shine! Tell us why you want to work at Citizen Voice Body for Health and Social Care Wales (operating name Llais) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Citizen Voice Body for Health and Social Care Wales (operating name Llais)!
How to prepare for a job interview at Citizen Voice Body for Health and Social Care Wales (operating name Llais)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
