Listening to People & Public Services Ombudsman Support Officer

Role overview

This post sits within the corporate team at Aneurin Bevan University Health Board and supports the delivery of the Listening to People guidelines and the Complaints pillar of the Quality Strategy. Working alongside the Head of Quality, Patient Safety & Learning, Senior QPS Manager, Concerns Manager, complaints and PSOW colleagues, and the Deputy Concerns Manager, you will provide operational support and specialist expertise to help the Health Board meet its objectives, policies and strategies.

What the role involves

The Listening to People & PSOW Support Officer will be part of the Corporate Listening to People Team, helping manage, coordinate and monitor concerns, complaints and Public Services Ombudsman for Wales (PSOW) cases across the Health Board.

You will help ensure the organisation follows the NHS Concerns, Complaints and Redress Arrangements (Wales) Regulations and Ombudsman requirements, while keeping the approach compassionate, person-centred and focused on learning and service improvement.

Day to day, the role includes reviewing, grading and assigning concerns submitted through different channels, keeping accurate records in RLDatix, and tracking complaint progress, response deadlines and performance standards.

You will also coordinate PSOW investigations, recommendations, settlement proposals and correspondence, helping prepare high-quality responses, monitor compliance with recommendations and share organisational learning appropriately.

The post holder will provide advice, information, training and practical support to Health Board staff on concerns management, Listening to People processes, RLDatix use, complaint handling standards and the lessons learned from concerns and Ombudsman investigations.

This role requires the ability to work independently, manage your own workload and escalate to managers when needed.

Organisation information

Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a strong commitment to care. It offers a supportive workplace where staff are trusted and valued. The Health Board provides integrated acute, primary and community care for a population of 650,000 and employs more than 16,000 staff.

Benefits include a strong package of employee support, extensive training and development, paid mandatory training, in-house learning programmes, opportunities to gain recognised qualifications, professional career pathways and management development programmes. The organisation also supports flexible working, promotes work-life balance, provides occupational health support and is developing a Well-being Centre of Excellence.

Its Clinical Futures strategy aims to improve care closer to home while continuing to deliver high-quality hospital care when needed.

Additional information and conditions

Applications are welcomed from candidates with protected characteristics, including disabled and neurodiverse applicants, and from people in the Armed Forces Community. Welsh-language applications are encouraged and will be treated no less favourably than applications submitted in English.

If you need adjustments to take part in the application or selection process, you are encouraged to discuss them with the recruiting manager named in the advert. There is no requirement to disclose personal or medical information; simply explain what support would help you take part fully. Larger-format documents or alternative formats such as braille can be requested through the recruiting manager or the Health Board recruitment team on 01495 745805 option 3, or by emailing abb.vacancyrequests@wales.nhs.uk.

If you are shortlisted, contact will be sent to the email address used in your application, so you should check it regularly. Successful candidates will receive their conditional offer and information pack by email.

The organisation reserves the right to withdraw the vacancy at any stage, and the role may also be removed if filled through internal redeployment. Early applications are encouraged.

Flexible working is supported. The Health Board’s sites are smoke-free by law, and smoking is not allowed anywhere on ABUHB premises for staff, contractors, patients or visitors. Help to quit smoking is available through the Help Me Quit Team.

The salary scale for Band 3 has been adjusted under the NHS Agenda for Change pay award for 2026/2027. This change will be introduced in August 2026 and backdated to 1 April 2026 where applicable.

Essential requirements

Candidates must be independently mobile to meet the needs of the post and able to adapt flexibly to service requirements.

You should demonstrate values such as care, compassion, competence, communication, courage and commitment, along with a courteous and non-judgemental approach.

Strong communication and influencing skills are needed, together with a clear commitment to team working and responsibility for the quality of your work.

You should be organised, able to manage competing priorities within tight timeframes, produce and proofread reports and documents to a high standard, exercise sound judgement, act on your own initiative and challenge senior staff where required during investigations.

Experience in a customer-facing service, working in a complex organisation, and knowledge of the PTR process are required. The role also calls for the ability to work independently while knowing when to seek managerial guidance.

Desirable requirements

It would be advantageous to have experience in delivering training, recent and relevant continuous professional development, knowledge of NHS structures and working arrangements, knowledge of data protection legislation and the ability to speak Welsh.

Working style

You will need to handle your own workload, respond to changing priorities and support a service that depends on accuracy, discretion, collaboration and timely follow-through.