Job overview
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 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.
Main duties of the job
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.
Detailed job description and main responsibilities
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.
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Applying for this NHS job
This advert is for Ombudsman and Complex Complaints Lead with Cardiff and Vale University Health Board in Cardiff, Cardiff, Wales. It is listed as a Band 7 Manager and corporate role. The advertised salary is £50,129 - £57,365 Per annum. The contract type is Permanent. The application deadline is 11 Jun 2026.
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