Salary £36,363 £42,840 pa (INV6 INV9)
Contractual hours 37
Basis External Organisation
Job reference REQAA6953
Complaints Standards Authority Engagement and Support Officer - Public Services Ombudsman for Wales
The Public Services Ombudsman for Wales is looking to recruit a Complaints Standards Authority Engagement and Support Officer. Working within the Wales Complaints Standards Authority (CSA), this post is key to engaging with and supporting public bodies with effective complaints handling through supporting training and advice. This role also supports the Complaints Standards and Improvement Manager in promoting the role of the CSA to public bodies, in the management of relationships with and in the processing of information from those public bodies subject to the standards currently and in the future.
In The Role You Will
* Engage with public bodies to support them in gaining compliance with the CSA model procedure and operating effectively under the standards and principles.
* Facilitate and deliver training, designing, creating, reviewing and adapting material/content as necessary, based on the CSAs Guidance on Complaint Handling, using appropriate formats to varied audiences.
* Administer the collection of complaints data from public bodies and review the returns submitted. Examine the data collected and engage as appropriate, where queries arise, assist with and/or deliver updates to bodies of their performance including recommending improvements and assessing any training needs identified.
* Prepare and maintain CSA information resources to support public bodies.
* Assist with the creation and development of complaint handling networks.
* Engage with public bodies to explore any concerns about complaint handling which may be remedied by training or support.
(See the Job Description for a full list of duties)
What We Are Looking For
* Experience of creating, adapting and delivering training materials or presentations in varied formats, for delivery in person and via online platforms.
* Excellent interpersonal, communication and presentation skills.
* Excellent administrative and organisational skills with attention to detail.
* Comfortable using digital tools for training delivery, data management and communication.
* Absolute discretion and an understanding of the need for confidentiality.
* Full driving licence and access to a vehicle, insured for business use.
(See the Person Specification for a full list of essential requirements)
Whats in it for you?
* An opportunity to make a real difference to complaint handling in Wales.
* Competitive salary and generous annual leave allowance of 32 days.
* Other benefits including: Civil Service Pension, Flexi time Scheme, Discounted Gym Membership, Health Cash Plan and Discounted Purchase Schemes.
* Hybrid working with excellent on-site facilities including free on site parking and equipment for home working.
* Well being hour for an activity of your choice each month.
* Annual health check.
* Free external counselling and occupational health support.
To apply
Complaints Standards Authority Engagement and Support Officer - Public Services Ombudsman for Wales
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