Complaints manager Work, Jobs in Cardiff, Wls (with Salaries)

Ombudsman and Complex Complaints Lead
Cardiff and Vale University Health Board —Cardiff
- £50,129 - £57,365 a year
- Full-time
6d
Assistant Operational Manager
Cardiff and Vale University Health Board —Cardiff
- £50,129 - £57,365 a year
- Full-time
- English
- Communication skills
8d
Contact Centre Team Manager
BUUK Infrastructure —Cardiff
- £34,143 a year
- Hybrid work
- Microsoft Excel
- Management
- Customer service
9d
Store Manager
Aldi —Cardiff
- £52,910 - £69,000 a year
- Annual leave
Property Portfolio Manager
Student Cribs —Cardiff
- £40,000 - £50,000 a year
- Weekend availability
- Travel
- Data entry
- In-person
- Sick pay
Quick apply
Property Services Manager
SHAL Housing —Bridgwater
- £50,000 a year
- Full-time
- Hybrid work
- Maintenance
- Supervising experience
- Organisational skills
- Health & wellbeing programme
- Work from home
Quick apply
Compliance & Enforcement Manager (ID Verification)
Companies House —Cardiff
- £58,531 - £65,136 a year
- Full-time
- Presentation skills
- Leadership
Complaints Officer
Capital On Tap —Cardiff
- £500 - £750 a week
- Communication skills
Underwriter (Home Improvement Loans)
Tandem Bank —Cardiff
- Up to £28,000 a year
- Weekend availability
- Administrative experience
- Financial services
- Annual leave
- Employee discount
Quick apply
Account Manager, Coronary Therapies (South Wales, Bristol & surrounding areas)
Boston Scientific —Cardiff
- Travel
- Business
- Communication skills
Customer Service Team Lead
Starling —Cardiff
- Full-time
- Hybrid work
- Customer service
- Leadership
- Communication skills
- Annual leave
- Employee discount
Quick apply
6d
General Manager
CWRT BLEDDYN HOTEL & SPA —Usk
- £55,000 - £60,000 a year
- Full-time
- Hospitality
- Management
- Customer service
Quick apply
1d
Policy Advisers
Food Standards Agency —Cardiff
- £34,955 - £42,236 a year
- Temporary
- Remote
- Presentation skills
13d
Relief Sheltered Housing Officer
Trivallis —Pontypridd
- £34,550.38 a year
- Part-time
- IT
- Negotiation
- Annual leave
13d
111 Contact Centre Operational Lead (Clinical)
Practice Plus Group IUC —Bristol
- £53,644.08 a year
- Weekend availability
- Management
- In-person
- Leadership
6d
Domestic Abuse Safety Officer - South Wales (Cardiff/Vale and Swansea)
HM Prison & Probation Service —Cardiff
- £30,001 - £50,000 a year
- Weekend availability
- Hybrid work
- English
- Presentation skills
- Annual leave
- Employee discount
2d
Tribunal Caseworker (Plus Reserves)
Intellectual Property Office —Newport
- £29,952 a year
- Part-time
- Hybrid work
- Presentation skills
- Organisational skills
- Communication skills
- Free parking
- Annual leave
7d
Delivery Manager (Regulatory Compliance)
Food Standards Agency —Cardiff
- £42,596 - £45,884 a year
- Full-time
- Remote
- Presentation skills
- Organisational skills
- Communication skills
8d
Assistant HR Business Partner
Food Standards Agency —Cardiff
- £42,596 - £45,884 a year
- Full-time
- Remote
- Presentation skills
- Human resources
2d
IOM Senior Administrative Officer
HM Prison & Probation Service —Cardiff
- £20,001 - £40,000 a year
- Full-time
- Hybrid work
- English
- Presentation skills
- Annual leave
- Employee discount
9d

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Ombudsman and Complex Complaints Lead

Cardiff and Vale University Health Board -
Cardiff

Apply Now

Job details

Full-time
£50,129 - £57,365 a year
6 days ago

Full job description

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.
The role also leads on translating Ombudsman findings into actionable improvement plans, while owning the KPI and reporting framework to provide assurance at Board and Committee level on performance, risk, and continuous improvement.

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.

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.

Our mission is “Living Well, Caring Well, Working Together”, and our vision is that every person’s chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.

Apply Now

Refine Your Search

complaints manager jobs in cardiff, wls

Ombudsman and Complex Complaints Lead

Assistant Operational Manager

Contact Centre Team Manager

Store Manager

Property Portfolio Manager

Property Services Manager

Compliance & Enforcement Manager (ID Verification)

Complaints Officer

Underwriter (Home Improvement Loans)

Account Manager, Coronary Therapies (South Wales, Bristol & surrounding areas)

Customer Service Team Lead

General Manager

Policy Advisers

Relief Sheltered Housing Officer

111 Contact Centre Operational Lead (Clinical)

Domestic Abuse Safety Officer - South Wales (Cardiff/Vale and Swansea)

Tribunal Caseworker (Plus Reserves)

Delivery Manager (Regulatory Compliance)

Assistant HR Business Partner

IOM Senior Administrative Officer

I want to receive the latest job alerts for complaints manager in cardiff, wls

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