Concerns Manager - Complaints and PSOW

Role overview

This position sits within a corporate team focused on handling complaints, concerns, and Public Services Ombudsman for Wales (PSOW) cases across the health board. The role centres on making sure concerns linked to NHS-funded care are managed and investigated positively, professionally, and in line with the Listening to People Regulations.

The post holder will lead the Concerns and PSOW teams, support divisions with serious concern investigations, and help ensure all activity complies with relevant regulations, policy, and national guidance. The role also includes training staff across the health board and primary care on complaint handling and investigation methods, along with providing operational cover for complaints-related matters when the Senior Concerns Manager is unavailable, with support from the Head of Listening to People.

Cross-cover may also be required across other parts of the team, including Serious Incidents.

Main purpose of the post

This is a varied and demanding management role for an experienced concerns professional, or someone looking for a fresh challenge in a complex healthcare setting. A clinical background is preferred, though applications are welcome from candidates with relevant qualifications and experience from other backgrounds.

The successful candidate will work collaboratively with colleagues to learn from complaints and use that insight to support better quality and safer patient care. The post involves close working with the Nationally Reportable Incident team, safeguarding colleagues, divisional teams, and external organisations such as the Public Service Ombudsman for Wales office and the Community Health Council.

The manager will oversee all aspects of Listening to People processes related to concerns and Ombudsman cases and will contribute to the delivery of training on concerns and incident investigations.

About the employer

Aneurin Bevan University Health Board is an award-winning NHS organisation committed to patient care. It provides integrated acute, primary, and community services to a population of 650,000 and employs more than 16,000 staff. The organisation supports career development through training, recognised qualifications, management programmes, flexible working, occupational health support, and wellbeing initiatives.

The health board’s Clinical Futures strategy aims to improve care closer to home while continuing to deliver high-quality hospital services for the future.

Important information

Applications are welcomed from people with protected characteristics, including disabled and neurodiverse candidates, as well as members of the Armed Forces Community. Candidates may submit applications in Welsh, and Welsh-language applications will be treated equally.

If you require adjustments or support for the selection process, you are encouraged to discuss this directly with the recruiting manager named in the advert. You do not need to share personal or medical information; simply explain what would help you take part fully. Larger-format documents or alternative formats such as braille can be arranged by contacting the recruiting manager or the recruitment team at 01495 745805 option 3 or abb.vacancyrequests@wales.nhs.uk.

If shortlisted, you will be contacted through the email address used on your application, so regular inbox checks are important. Conditional offer documents and the information pack will also be sent by email to successful interviewees.

The vacancy may close early if a suitable candidate is found, and it may also be withdrawn if filled through the internal redeployment process.

The health board supports flexible working. Its sites are smoke-free by law, and smoking is not permitted anywhere on ABUHB premises for staff, contractors, patients, or visitors. Help to stop smoking is available through the Help Me Quit team.

The Band 3 salary scale has been revised as part of the NHS Agenda for Change pay award for 2026/2027 and will be introduced in August 2026, backdated to 01 April 2026 where applicable.

Candidate profile

The ideal applicant will be caring, compassionate, professional, and motivated to improve patient experience and safety. Strong collaboration skills are important, along with the ability to work confidently in a complex organisation and engage with a range of internal and external stakeholders.

Experience and knowledge

Applicants should bring experience at senior manager level, familiarity with NHS complaints management systems, confidence using spreadsheets for analysis and reporting, and experience working in complex organisational settings. Experience in designing and delivering training is also required.

Desirable experience includes understanding of data protection law and extensive NHS experience.

Qualifications and professional knowledge

Applicants should be educated to master’s degree level, or be able to demonstrate equivalent knowledge gained through experience, and evidence of continuing professional development is required.

Desirable qualifications and knowledge include RCA training, a professional clinical registration, and a managerial qualification.

Skills and abilities

The role calls for highly developed interpersonal skills, strong communication, investigation, negotiation, and influencing skills, along with the ability to produce high-quality written reports. Proficiency in Word, Excel, and Datix is required. Welsh language ability is desirable.

Personal qualities

Candidates must be resilient, organised, self-motivated, and able to work flexible hours.