Assistant Complaints Coordinator​/Lead Administrator - INTERNAL

Job Overview

BETSI CADWALADR UNIVERSITY HEALTH BOARD

The role involves providing comprehensive administrative support to the Concerns Team in managing patient complaints and supporting the Quality Directorate and Patient Safety initiatives.

The post holder will:

• Plan and coordinate the achievement of KPIs as instructed by managers.
• Prepare Datix reports, resolve early patient complaints, and collaborate with services to resolve Grade 1 complaints.
• Answer inquiries efficiently, ensuring complaints are managed in line with the Listening to People (LTP) framework.
• Serve as the first point of contact for complaints from patients, the public, and external organisations such as advocacy services via telephone, email, and correspondence.
• Make judgments on complaints, resolve them where possible, or log and refer them to the appropriate service.
• Communicate with internal services and external agencies, including Llais, on behalf of senior Complaints Service Management.
• Use Datix, WPAS, Symphony, and other Health Board systems to monitor KPIs, consent, and holding letters, ensuring optimal service delivery to complainants and operational services.

Essential Criteria

• GCSE grade C in English & Maths or equivalent.
• Experience dealing with non-routine issues, including problem‑solving and developing alternative or additional procedures such as SOPs.
• Empathic, tactful, diplomatic, with the ability to cope under pressure.
• Ability to work with minimal supervision.
• Adaptable to change.
• Team player.

Desirable Criteria

• Independent decision‑making and problem‑solving skills with knowledge of when to seek senior advice.
• Excellent communication skills, both verbal and written.
• Excellent organisational skills.
• Confidence and ability to overcome language and communication barriers when dealing with a range of people.
• Decision‑making skills.

The role requires excellent communication, organisational and analytical skills, the ability to work at pace, adapt to change, work collaboratively and independently and proactive problem solving.

The ability to speak Welsh is desirable, but English speakers are also welcome to apply.

BCUHB is the largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services across North Wales for a population of around 700,000. We are committed to promoting equality and diversity and actively support the “Disability Confident Employer” scheme.