Deputy Concerns and Complex Complaints Manager - INTERNAL

We encourage applications from all individuals with protected characteristics, including disabled and neurodiverse candidates, and those in the Armed Forces Community. Applicants may apply in Welsh; applications submitted in Welsh will not be treated less favourably than those submitted in English.

This role is internal only and is intended for current staff of Aneurin Bevan University Health Board, specifically those within the QPS team. It is part of our commitment to support career progression and development within the organisation.

The position is open exclusively to current employees of Aneurin Bevan University Health Board. It is not advertised externally and is intended solely for internal applicants from the QPS team.

The main duties of the job involve delivering support and management functions related to complaints and concerns. Detailed responsibilities will be discussed during the interview process.

Essential criteria:

• Educated to Degree level or demonstrable knowledge gained through equivalent experience
• Evidence of commitment to continuous professional development
• Knowledge and experience of Concerns management under the 2011 Putting Things Right Regulations
• Knowledge of the NHS system for complaints management

Desirable criteria:

• RCA training
• Professional Clinical Registration

Welsh Language: Welsh skills are desirable. Fluency is not required; basic speaking and listening at Level 3 (CEFR B2) or above is considered an advantage during short‑listing and selection.

Essential criteria:

• Experience of working across organisational boundaries
• Experience of using spreadsheets to analyse and report complex data
• Experience of working in a complex organisational environment
• Experience of devising and delivering training

Desirable criteria:

• Knowledge of NHS structure and working arrangements
• Knowledge of data protection legislation and related issues
• ECDL
• Extensive NHS Experience

Essential criteria:

• Proven organisational skills
• Excellent communication, investigation, negotiation and influencing skills
• Highly developed interpersonal skills
• Ability to prepare written reports to a high standard
• Organised and able to manage competing priorities to deliver work within tight timescales
• Can demonstrate sound judgement
• Proficient with Microsoft Word, Microsoft Excel and knowledge of Datix

Desirable criteria:

• Ability to speak Welsh

Essential criteria:

• Courteous and non‑judgemental
• Ability to remain impartial
• Highly developed communication and influencing skills
• Resilient
• Organised and self‑motivated
• Accepts responsibility for quality of work
• Practical approach

Desirable criteria:

• Application that demonstrates strong value alignment
• References supporting professional conduct
• Interviews reflecting thoughtful engagement

We offer a comprehensive benefits package, extensive training and development opportunities including paid mandatory training, in‑house programmes, recognised qualifications, and professional career pathways. Flexible working arrangements are supported, and occupational health and wellbeing initiatives are available for all staff.