Improvement and Complaints Standards Manager

Improvement and Complaints Standards Manager - Permanent - £49,764 - £54,090

Closing Date: Midday on 31st March 2025.

The Opportunity

Yolk Recruitment has partnered with the Public Services Ombudsman for Wales to source an Improvement and Complaints Standards Manager.

Offering hybrid working, flexible working with generous annual leave allowances, civil service pension, CPD and a wide range of health & well being benefits firmly positions the Ombudsman as an employer of choice for job seekers across Wales and beyond.

The Ombudsman is committed to equal opportunities and guarantee interviews for candidates with disabilities who meet the minimum selection criteria.

The Role

The Improvement and Complaints Standards Manager will lead and promote the Wales Complaints Standards Authority, working with external bodies to implement effective complaints handling procedures as well as managing a small team.

• Establish the Complaints Standards Authority as a centre of best practice in complaint handling.
• Deliver training to bodies, alongside training officers, to improve their complaints handling performance.

Requirements

The successful Improvement and Complaints Standards Manager will have most of the following experience:

• Line management experience, ideally in a complaints or local authority environment or from the wider public sector.
• Demonstrable ability to build strong working relationships with excellent interpersonal skills.
• Experience of qualitative and quantitative research and analysis.
• Experience delivering training.
• Excellent communication and report writing skills.

Reward

The successful Improvement and Complaints Standards Manager will be rewarded with the following:

• Salary of £49,764 - £54,090
• Civil service pension scheme
• 32 days annual leave + bank holidays
• Flexi-time scheme
• Discounted gym and many more benefits.

Think this one's for you?

Yolk Recruitment is the exclusive recruitment partner to the Ombudsman and therefore all applications will be managed by the team at Yolk following the Ombudsman's own fair and transparent recruitment process.

You can request a candidate pack which includes the full Job Description and Person Spec from Richard Coombs at Yolk Recruitment.

You can apply in English or Welsh. Applications in Welsh will be treated no less favourably.