Job vacancy: Team Manager - Complaints, Cwm Taf Morgannwg University Health Board, Abercynon

Job summary

Main area: Concerns
Grade: Band 7
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 110-AC157-0424

Employer: Cwm Taf Morgannwg University Health Board
Employer type: NHS
Site: Ynysmeurig House
Town: Abercynon
Salary: £44,398 - £50,807 per annum
Salary period: Yearly
Closing: Today at 23:59

Team Manager - Complaints

Band 7

We provide healthcare services to people living in Bridgend, Merthyr Tydfil and Rhondda Cynon Taf county borough areas, serving a population of around 450,000. We are ideally situated between Wales’s capital city, Porthcawl to the west, and the stunning scenery in the Brecon Beacons.

Our vision is to care for our communities and patients by preventing ill-health, promoting better health, providing excellent services and reducing the need for inpatient care wherever possible through the provision of strengthened home, primary and community care.

We value the diversity of our staff and welcome applications from people from protected groups under the Equality Act 2010, this specifically includes age, sex, sexual orientation, gender identity/reassignment, race/nationality, religion/belief, disability, pregnancy and maternity and marriage and civil partnership.

Cwm Taf Morgannwg is a Living Wage Employer.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

All applicants are invited to apply in Welsh or English, and no preference will be given to applications submitted in either language.

Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until the annual pay uplift for 2024/25 is confirmed

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

Person specification

Education/Qualifications/Training

Essential criteria

Educated to degree level or relevant equivalent experience in concerns management.
Experience of working with highly complex and sensitive information.
Evidence of continuous professional development.

Experience

Essential criteria

Specialist knowledge & significant experience of managing Concerns in the NHS.
Demonstrate ability to challenge practice across professional groups ensuring progressive solutions.
Clinical and managerially credibility amongst professional groups.
Multi-professional partnership working.
Experience of line management of staff.
Experience of dealing with highly complex issues in a large organisation.

Desirable criteria

Development and implementation of related Policies and Procedures.
Experience of managing performance and delivering performance targets.
Risk management.
Managing significant service improvements.

Skills

Essential criteria

Highly developed verbal and written communication skills.
Excellent interpersonal skills and ability to communicate highly complex information in a manner suited to the audience.
Ability to articulate and escalate important issues in a clear and logical way.
Analytical and problem solving skills.
Ability to make balanced and sound judgements.
Ability to adapt to changing circumstances and adjust plans responsively.
Ability to manage and motivate staff and delegate effectively.
Good organisational skills.
Ability to produce specialist written reports on all related areas for committee level meetings.
Decision making skills.
Ability to think, plan and deliver plans on time.
Ability to analyse complex clinical issues/problems, identify necessary action and make recommendations and follow these through.
Ability to demonstrate negotiation and influencing skills in a manner appropriate to a complex and sensitive environment.
Computer skills, with working knowledge of databases, spreadsheets and presentation packages.

Desirable criteria

Skills to successfully present information to a wide audience.

Knowledge

Essential criteria

Expert knowledge of relevant literature, research, and legislation relating to Concerns management/PTR.
Clear understanding of responsibilities relating to relevant aspects of the Data Protection Act and Freedom of Information Act.
Detailed understanding of the health service and clear understanding of the concept and working arrangements of diverse clinical areas.
Good knowledge of risk assessment tools and methodologies and Clinical Governance in general.
Clear understanding of the concept of evidence based practice and clinical effectiveness.
Knowledge of the NHS Redress Measures.

Desirable criteria

Knowledge and experience of the administration and use of the Datix system.

Circumstances

Essential criteria

Adequate transport arrangements and ability to work at any site within the organisation.
Ability to work flexibly and if necessary outside normal office hours.

Personal Attributes

Essential criteria

Effective leader and ability to communicate effectively in written and oral form with staff, patients and their families.
Effective listening skills, and ability to take on board ideas and suggestions.
Ability to persuade.
Flexible approach to work/adaptable.
Excellent time management skills.
Highly motivated and able to work on own initiative.
Reliable and committed.
Approachable and demonstrates diplomacy.
Ability to work in challenging environment and meet demanding deadlines.
Enthusiastic, constructive and creative in the face of challenges.
Able to work as part of a team and on own initiative.

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.