Careers
We welcome applications in Welsh and English.
After registering and signing in on the Trac site, you can choose your preferred language. If you wish, your interview can also be conducted via the medium of Welsh
For information on working for us contact our People and Organisational Development team. Email: peopleteam@llaiscymru.org.
About Llais
Llais is a national, independent body set up by the Welsh Government to give the people of Wales a say in how they receive their health and social care services.
Everything we do is in line with our values of integrity, working together and being person driven. We are committed to putting people and communities at the heart of everything we do.
Our role is to engage with and listen to the people of Wales. We do this by reaching out to people in their local communities, hearing their views and understanding their experiences of health and social care. We feedback what we hear to decision-makers to help shape and influence the services people receive now and in the future.
Job Overview
Join us as a Complaints Advocate
Location: West Wales
Band & Salary: Band 6, £40,559.00 - £48,841.00
Contract Type: Maternity Cover
Hours: 37.5
This is a hybrid role, with both remote and office-based working.
The ability to communicate in Welsh is desirable
Organisation: Llais – The Citizen Voice Body for Health and Social Care
Are you passionate about making real change in health and social care? Do you believe in the power of people’s voices to shape better services? If so, we want to hear from you!
What you’ll do:
Provide specialist information and advice to complainants and to assist them in taking up their complaints about NHS services and Social Care services through the appropriate procedures, in their language of choice. Work in compliance with relevant legislation relating to consent and confidentiality.
Facilitate effective discussion and resolution between professionals and complainants covering contentious, sensitive, and emotive subject areas where agreement may not always be reached.
Enable complainants to submit concise concerns to the appropriate organisation to ensure a comprehensive investigation of the facts is undertaken in line with the relevant Complaints procedure. This process will include:
- Giving advice on options and the complaints process
- Research
- Compilation of letters and correspondence
- Basic Counselling skills
- Mediation
- Interpretation of responses to complaints
- Negotiations
- Presentations
- Emotional and technical support at meetings with organisation representatives
The level and type of support will depend on each complainant’s individual needs.
Work closely with complainants to submit consistent, well-structured applications for Ombudsman investigations, and subsequent correspondence.
Provide emotional and technical support to complainants during Ombudsman investigations, including interpretation of reports.
Report to senior staff on a regular basis on complaints activities, trends and concerns that may require follow up.
Review complaints information provided by NHS and Social Care services organisations to assist in identifying trends, and to review follow up action taken by organisations in response to complaints.
Report on trends in complaints to senior staff on a regular basis so that follow-up action can be taken to improve services.
Working for our organisation
We are looking for passionate and capable people from all walks of life who bring different lived experiences that will help change the way we think. We are looking for applications from diverse candidates who can bring fresh skills, lived experiences and perspectives to our work.
Llais provides staff with a full range of benefits including:
- 28 days annual leave (rising to 34 days with length of service) plus statutory holidays – pro rata for part time employees
- Competitive salary
- Flexible working
- Automatic membership of the NHS pension scheme
- Access to the Employee Assistance Programme, including our confidential counselling service
If you are up for the challenge and want to be an important part of making a real difference to health and social care services in Wales, we want to hear from you. If you have any queries or wish to discuss this post, please contact: tracey.masters@llaiscymru.org
We welcome applications in Welsh and English.
About Llais
Llais is a national, independent body set up by the Welsh Government to give the people of Wales a say in how they receive their health and social care services.
Everything we do is in line with our values of integrity, working together and being person driven. We are committed to putting people and communities at the heart of everything we do.
Our role is to engage with and listen to the people of Wales. We do this by reaching out to people in their local communities, hearing their views and understanding their experiences of health and social care. We feedback what we hear to decision-makers to help shape and influence the services people receive now and in the future.
Job Overview
Join us as Advocacy Support Officer
Location: Bangor
Band & Salary: Band 4, £28,819.00 - £31,626.00
Contract Type: Fixed Term
Hours: 37.5
This is a hybrid role, with both remote and office-based working.
The ability to communicate in Welsh is essential
Organisation: Llais – The Citizen Voice Body for Health and Social Care
Are you passionate about making real change in health and social care? Do you believe in the power of people’s voices to shape better services? If so, we want to hear from you!
What you’ll do:
- To be an initial contact point with potential clients and existing complainants via telephone/written letter/email or personal callers which is continued until the case has been taken up by an Advocate’s active workload
- To provide information, to potential clients and existing complainants in compliance with relevant legislation relating to consent and confidentiality prior to case allocation to an Advocate This includes communicating options to clients and supporting them by helping to manage expectations in line with existing complaints processes. At times, the post holder will responsible to inform clients of information the client may not be happy with (such as to explain the limitations of the service or processes).
- Appropriately refer enquirers/ complainants to Advocates or signpost to relevant organisations such as NHS or Social Care departments, Independent Mental Health Advocacy Services, or Out of Area organisations
- To accurately record details of first and further instances of contact, as well as actions undertaken onto the database (CRM)
- To be the point of contact for complainants if the Advocate is unavailable as appropriate
- The post-holder will produce regular activity reports for Advocacy Team and trend analysis for Llais presenting them at Llais meetings
- Report trends or data concerns directly to the Regional Director so that follow up actions can be undertaken
Working for our organisation
We are looking for passionate and capable people from all walks of life who bring different lived experiences that will help change the way we think. We are looking for applications from diverse candidates who can bring fresh skills, lived experiences and perspectives to our work.
Llais provides staff with a full range of benefits including:
- 28 days annual leave (rising to 34 days with length of service) plus statutory holidays – pro rata for part time employees
- Competitive salary
- Flexible working
- Automatic membership of the NHS pension scheme
- Access to the Employee Assistance Programme, including our confidential counselling service
A full job description and person specification are attached to this advert, please review this prior to submitting your application.
If you are up for the challenge and want to be an important part of making a real difference to health and social care services in Wales, we want to hear from you. If you have any queries or wish to discuss this post, please contact: Sue Irlam, Regional Head of Complaints Advocacy and Engagement, sue.irlam@llaiscymru.org.
We welcome applications in Welsh and English.