Job summary
- Main area
- Complaint Handling and Resolution
- Grade
- Band 5
- Contract
- Permanent
- Hours
- Full time
- Home or remote working
- Job ref
- 100-AC190-0725
- Employer
- Hywel Dda University Health Board
- Employer type
- NHS
- Site
- To be discussed at interview - working within the West Wales region (Pembrokeshire, Carmarthenshire and Ceredigion)
- Town
- Various options - to be discussed at interview
- Salary
- £30,420 - £37,030 per annum
- Salary period
- Yearly
- Closing
- 20/07/2025 23:59
- Interview date
- 31/07/2025
Employer heading

Investigation Case Officer
Band 5
Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.
If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]
To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs
Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.
Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.
This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed.
Job overview
An exciting opportunity has arisen to join the Health Board's Patient Support Team, as a Complaints Investigation Case Officer. Providing a high quality service to our patients and service users, you will be a key point of contact for people raising concerns, for Health Board employees and external stakeholders. The ability to build supportive and person-centred relationships with people wishing to raise a complaint is essential.
Main duties of the job
A great communicator, you will actively listen to people's concerns and support them through the Health Board's formal complaints process. You will work closely with a wide range of teams to ensure that the questions raised as part of a complaint are adequately addressed, and will also ensure that our staff receive appropriate support and guidance.
The role will entail working with our services to ensure a timely response is provided, ensuring the information adequately addresses the issues raised in the complaint. Attending and facilitating meetings will also be required.
Educated to degree level or with demonstrable equivalent experience, the post-holder will possess excellent written and oral communication skills. Applicants should be prepared to work in a highly pressured and frequently emotionally challenging environment, requiring a high degree of personal resilience. The ability to prioritise own workload and to be a keen and capable team player is also essential.
This is a challenging role best suited to people with the skills and personal resilience needed to support people in heightened emotional circumstances. It is suited to those who are tactful communicators, good at processing information and patient, empathic listeners.
This is an exciting time to join us, as we are building a motivated and dynamic team that will support the Health Board to manage the concerns of its patients.
Working for our organisation
Hywel Dda University Health Board is the planner and provider of NHS healthcare services for people in Carmarthenshire, Ceredigion, Pembrokeshire and its bordering counties. Our 11,000 members of staff provide primary, community, in-hospital, mental health and learning disabilities services for around 384,000 people across a quarter of the landmass of Wales. We do this in partnership with our three local authorities and public, private and third sector colleagues, including our volunteers, through:
Four main hospitals: Bronglais General in Aberystwyth, Glangwili General in Carmarthen, Prince Philip in Llanelli and Withybush General in Haverfordwest;
Seven community hospitals: Amman Valley and Llandovery in Carmarthenshire; Tregaron, Aberaeron and Cardigan in Ceredigion; and Tenby and South Pembrokeshire Hospital Health and Social Care Resource Centre in Pembrokeshire;
48 general practices (four of which are managed practices), 47 dental practices (including three orthodontic), 99 community pharmacies, 44 general ophthalmic practices (43 providing Eye Health Examination Wales and 34 low vision services) and 17 domiciliary only providers and 11 health centres;
Numerous locations providing mental health and learning disabilities services;
Highly specialised and tertiary services commissioned by the Welsh Health Specialised Services Committee, a joint committee representing seven health boards across Wales.
Detailed job description and main responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 31.07.25
Person specification
Qualifications and Knowledge
Essential criteria
- Educated to degree level or equivalent demonstrable experience
- Thorough understanding of the NHS Complaints and Redress procedures
- Knowledge of Root Cause Analysis Tools
- Knowledge of corporate and clinical governance
- Knowledge of administrative procedures, including MS Office and use of be-spoke databases, e-mail, internet
- Knowledge of data protection and confidentiality principles
- Knowledge of safeguarding, adults and children procedures
Desirable criteria
- Health and Social Care Qualification
- Counselling/Advocacy/ Mediation Qualification
Experience
Essential criteria
- Previous experience in a customer service, investigation/ case handling role or patient or service user focused role
- Experience of managing emotive / distressing situations
- Experience of producing reports and analysing data
- Experience of working within and motivating a team
- Experience of composing letters, report writing and taking formal minutes
Desirable criteria
- Experience of service improvement
- Experience of undertaking an investigation
Language Skills
Desirable criteria
- Welsh Speaker - Level 1
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Luke Lenton
- Job title
- Head of Complaints and Resolution Management
- Email address
- [email protected]
- Telephone number
- 07773 143430
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