Job summary
- Main area
- Patient Care and Safety
- Grade
- Band 3
- Contract
- 6 months (secondment/fixed term for 6 months from start date to cover a secondment)
- Hours
- Full time - 37.5 hours per week (Required to work 5 days per week and be office based, start and finish times will be in line with the core hours of business (08:00-18:00)
- Job ref
- 110-AC160-0626
- Employer
- Cwm Taf Morgannwg University Health Board
- Employer type
- NHS
- Site
- Unit 3, Ynysmeurig House
- Town
- Abercynon
- Salary
- £26,813 - £27,890 per annum
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
Concerns Coordinator
Band 3
Thank you for your interest in joining Cwm Taf Morgannwg (CTM) University Health Board.
Located in the heart of South Wales, we’re central to Cardiff, Newport, and Swansea. Deeply rooted in our community, as an NHS organisation we are dedicated to providing compassionate patient care and building healthier communities together.
At CTM, you’ll be part of a supportive, inclusive team from diverse nations, cultures, and backgrounds. Every role counts, every person matters, and together, we’re creating a space where everyone can thrive.
Discover more about working with us here:
Cwm Taf Morgannwg University Health Board – Join CTM
Home - Cwm Taf Morgannwg University Health Board
The salary scale for a Band 3 has been adjusted as part of the NHS Agenda for Change pay award for 2026/2027 and will be implemented in August 2026 backdated to 01 April 2026 where applicable.
Job overview
To undertake clerical and processing database tasks to support the Concerns Teams in handling and the management of complaints and associated process around duty of candour in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures, and performance standards.
To provide general co-ordination and support to the Concerns Team.
To be responsible for co-ordination of the weekly reports for the Quality & Safety Team.
To liaise with all members of the Health Care setting, including secondary and community teams in addition to other departments.
To work independently as work is managed rather than supervised
This post is secondment/fixed term for 6 months from start date to cover a secondment. If you are interested in applying for it as a secondment, please obtain permission from your current line manager prior to applying.
Main duties of the job
For further duties of this role please refer to the Job Description.
Working for our organisation
Cwm Taf Morgannwg (CTM) University Health Board, part of NHS Wales, serves a large population across a diverse and beautiful region, steeped in history and heritage. With nearly 13,500 staff, our health board is one of Wales’s largest employers.
Together, we are Team CTM; a workforce dedicated to offering excellent patient care and support to the 450,000 people across our three regions, Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf. We operate three District General hospitals, several community hospitals, primary and community care facilities.
CTM’s location offers the best of South Wales, just 20 minutes from Cardiff’s vibrant city life, the natural beauty of the Brecon Beacons, and the serene coastline at Ogmore. Whether you enjoy lively urban amenities, peaceful countryside, or seaside escapes, our location makes an ideal setting for both work and personal life.
Our CTM 2030 Strategy—Our Health, Our Future—focuses on uniting our region around shared health and wellbeing goals. Our values guide us daily:
• We listen, learn, and improve
• We treat everyone with respect
• We work together as one team
CTM employees enjoy benefits including; a leading pension, generous leave, flexible work, career growth, and access to ongoing learning and development.
At CTM, you’ll find a welcoming, team-oriented workplace that values diversity and compassion, where you can take pride in your work and the difference it makes.
Detailed job description and main responsibilities
To undertake clerical and processing database tasks to support the Concerns Teams in handling and the management of complaints and associated process around duty of candour in accordance with Cwm Taf Morgannwg University Health Board (CTMUHB) policies and procedures and local processes, procedures, and performance standards.
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
Skills and Attributes
Essential criteria
- Experienced user of Microsoft Word, Excel, and PowerPoint. Excellent verbal and written skills
- Experience in working to high standards
- Experience of dealing with sensitive information and sensitive situations in an appropriate manner
- Experience of working within a team and ability to use own initiative and be proactive in line with the organisations Polices, Processess, Procedures, Values and Behaviours
- Enthusiastic to improve patient, families, carers, relatives all individuals to include staff experience if needed within the helath care setting
- Evidence of ability to work successfully under pressure
- Flexible attitude and approach to work based on the needs of the Service demands
Desirable criteria
- Experience of working within a NHS setting
- Experience of producing reports via Datix or similar Risk Management Systems
- Welsh language skills in Speaking/Listening at Level 3 or above
Knowledge and Experience
Essential criteria
- Qualifications and Knowledge
- Skills and Attributes
- Essential Commitment to Confidentiality
- Emotional Resilience and Professionalism
- Exceptional Communication and Telephone Manner
- Accuracy and Attention to Detail
- Strong Organisational and Prioritisation Skills
- Empathy, Compassion and a Patient-Focused Mindset
- Adaptability in an Evolving Role
Desirable criteria
- Knowledge of DATIX Risk Managenent System
- Knowledge of processing Concerns
- Experience in Complaint Handling or Patient Experience Work
- Some knowledge/awareness of relevant Legislation and NHS Frameworks
- Experience Using Case Management Systems
- Experience of potentially communicating with vulnerable individuals or families
- Experience working within an environment where information can be distressing or emotionally challenging
Governance, WellBeing, Knowledge
Desirable criteria
- Understanding of confidentiality, data protection and GDPR principles
- Awareness of the emotional impact of working with distressing or negative information
- Experience dealing with sensitive, confidential or emotive information
- Knowledge of NHS complaints procedures
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are not necessary
Documents to download
Further details / informal visits contact
- Name
- Allison Thomas
- Job title
- Business Manager, Patient Care & Safety
- Email address
- [email protected]
- Telephone number
- 01443 744800
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