# Ombudsman and Complex Complaints Lead > NHS job listing from Job Clerk for Cardiff and Vale University Health Board. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/ombudsman-and-complex-complaints-lead/f143f1e9-cbcd-422d-99f7-1c0f9926b671 - **Markdown:** https://www.jobclerk.com/job/ombudsman-and-complex-complaints-lead/f143f1e9-cbcd-422d-99f7-1c0f9926b671.md ## Summary - **Status:** Live - **Employer:** Cardiff and Vale University Health Board - **Town:** Cardiff - **Region:** Cardiff - **Country:** Wales - **Profession:** Manager and corporate - **Grade:** Band 7 - **Salary:** £50,129 - £57,365 Per annum - **Contract type:** Permanent - **Employment type:** Full time - 37.5 hours per week - **Closing date:** 2026-06-11T23:59:00.000Z - **Posted:** 2026-05-28T14:55:11.276Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Cardiff/Cardiff/Cardiff_Vale_University_Health_Board/Ombudsman_knowledge/Ombudsman_knowledge-v8019568 - **Application URL:** https://apps.trac.jobs/job-advert/8019568?ShowJobAdvert=&feedid=9002 - **Employer website:** https://cavuhb.nhs.wales ## Job Content ### 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. ## Job Details 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. ## Job Description 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. ## 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. ## Person Specification ### Other **Essential** - Commitment to equality, diversity and human rights - Understanding of information governance, confidentiality and data protection requirements - Willingness to travel across Health Board sites as required ### Experience **Essential** - Significant experience managing complex, high-risk and sensitive concerns/complaints, including coordination across multiple services and professional groups - Experience of working with and responding to the Public Services Ombudsman for Wales or equivalent external scrutiny bodies, including meeting statutory timescales and quality standards - Experience of analysing complex qualitative and quantitative information and producing high-quality written reports and assurance outputs for senior audiences (e.g. Committees/Executive/Board) - Experience influencing senior stakeholders and securing co-operation in contentious or emotive situations, including constructive challenge and negotiation - Experience of developing, implementing, or improving service-wide processes/standards for complaints handling, learning and assurance, with evidence of impact - Experience working with information governance/data protection requirements when handling sensitive personal information and evidential records - Experience of line management, supervision, and staff development (including appraisal and performance support) **Desirable** - Experience of leading programmes of work (workplans, action tracking, benefits/impact reporting) across multiple teams ### Skills and Attributes **Essential** - Highly developed communication skills (written and verbal), including the ability to present complex information clearly to senior audiences - Ability to communicate compassionately and confidently with patients, families, and staff in emotive or contentious circumstances - Strong analytical, judgement and decision-making skills, including balancing risk, quality, experience, and reputational considerations - Ability to manage conflict, challenge constructively and influence change across services - Highly organised, resilient, and able to manage competing priorities and complex deadlines - Able to work autonomously while contributing effectively within a wider multidisciplinary team ### Qualifications and Knowledge **Essential** - Master’s degree or equivalent demonstrable experience in a relevant area (e.g. patient experience, quality, governance, complaints) - Evidence of continuous professional development **Desirable** - Management or leadership qualification - Formal complaints investigation training and/or root cause analysis training ## Documents - [jdps - sdmp (pdf, 384.4kb)](https://www.healthjobsuk.com/documents?vdoc=10306071) - [oh form- ig ffurflen (docx, 100.9kb)](https://www.healthjobsuk.com/documents?vdoc=10324562) - [guidance notes for applicants nov25 (pdf, 322.5kb)](https://www.healthjobsuk.com/documents?edoc=2843) - [shaping our future wellbeing strategy (pdf, 1.2mb)](https://www.healthjobsuk.com/documents?edoc=2852) - [shaping our future wellbeing strategy (pdf, 2.3mb)](https://www.healthjobsuk.com/documents?edoc=2851) - [nwssp recruitment services privacy notice (pdf, 404.2kb)](https://www.healthjobsuk.com/documents?edoc=1630) - [croeso i fwrdd iechyd prifysgol caerdydd a’r fro (pdf, 1.3mb)](https://www.healthjobsuk.com/documents?edoc=2422) - [welcome to cardiff and vale university health board (pdf, 1.3mb)](https://www.healthjobsuk.com/documents?edoc=2421) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.