Job overview
To undertake clerical and processing database tasks to support the Concerns Teams in handling and the management of complaints and associated process around duty of candour in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures, and performance standards.
To provide general co-ordination and support to the Concerns Team. To be responsible for co-ordination of the weekly reports for the Quality & Safety Team. To liaise with all members of the Health Care setting, including secondary and community teams in addition to other departments. To work independently as work is managed rather than supervised
This post is secondment/fixed term for 6 months from start date to cover a secondment. If you are interested in applying for it as a secondment, please obtain permission from your current line manager prior to applying.
Main duties of the job
Varied duties to include but not limited to, undertaking clerical and processing database tasks to support the Concerns Teams in the handling and the management of complaints and the associated process around duty of candour in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures, and performance standards.
We are delighted to invite motivated and compassionate individuals to apply for this dynamic and pivotal role within our team. As a Complaints Coordinator, you will be at the heart of our organisation’s commitment to listening, learning, and continuously improving the experience of those we serve. Each day brings the opportunity to engage directly with service users, facilitate the resolution of concerns, and play a key role in shaping meaningful change. If you thrive in a role where no two days are the same, enjoy building constructive relationships, and are passionate about making a genuine difference, we would be excited to welcome you to join us.
For further duties of this role please refer to the Job Description.
Detailed job description and main responsibilities
To undertake clerical and processing database tasks to support the Concerns Teams in handling and the management of complaints and associated process around duty of candour in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures, and performance standards.
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
Person specification
Skills and Attributes
Essential
- Experienced user of Microsoft Word, Excel, and PowerPoint. Excellent verbal and written skills
- Experience in working to high standards
- Experience of dealing with sensitive information and sensitive situations in an appropriate manner
- Experience of working within a team and ability to use own initiative and be proactive in line with the organisations Polices, Processess, Procedures, Values and Behaviours
- Enthusiastic to improve patient, families, carers, relatives all individuals to include staff experience if needed within the helath care setting
- Evidence of ability to work successfully under pressure
- Flexible attitude and approach to work based on the needs of the Service demands
Desirable
- Experience of working within a NHS setting
- Experience of producing reports via Datix or similar Risk Management Systems
- Welsh language skills in Speaking/Listening at Level 3 or above
Knowledge and Experience
Essential
- Qualifications and Knowledge
- Skills and Attributes
- Essential Commitment to Confidentiality
- Emotional Resilience and Professionalism
- Exceptional Communication and Telephone Manner
- Accuracy and Attention to Detail
- Strong Organisational and Prioritisation Skills
- Empathy, Compassion and a Patient-Focused Mindset
- Adaptability in an Evolving Role
Desirable
- Knowledge of DATIX Risk Managenent System
- Knowledge of processing Concerns
- Experience in Complaint Handling or Patient Experience Work
- Some knowledge/awareness of relevant Legislation and NHS Frameworks
- Experience Using Case Management Systems
- Experience of potentially communicating with vulnerable individuals or families
- Experience working within an environment where information can be distressing or emotionally challenging
Governance, WellBeing, Knowledge
Desirable
- Understanding of confidentiality, data protection and GDPR principles
- Awareness of the emotional impact of working with distressing or negative information
- Experience dealing with sensitive, confidential or emotive information
- Knowledge of NHS complaints procedures
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Applying for this NHS job
This advert is for Concerns Coordinator with Cwm Taf Morgannwg University Health Board in Cardiff, Cardiff, Wales. It is listed as a Band 3 Administrative and IT role. The advertised salary is £26,813 - £27,890 per annum. The contract type is 6 months (secondment/fixed term for 6 months from start date to cover a secondment). The application deadline is 28 Jun 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (15 Jun 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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