Patient Enquiry and Resolution Co-ordinator
Betsi Cadwaladr University Health Board
Rhyl, LL18 5UJView on map(opens Google Maps in a new tab)
Salary
£32,557 to £39,631
Contract
Permanent
Hours
Not specified
Closing date
8 October 2026
9 days leftJob description
We are seeking to appoint 1 x PEARS Co-ordinator at Glan Clwyd Hospital to support the service, to provide support across the wider North Wales servic...
- Support the PEARS Manager in applying the policies and processes to ensure that the Health Board meets the requirements of the Listening to People Regulations.
- To be responsible for autonomous case management of concerns from inception to completion ensuring that a range of techniques are used to aid the resolution of concerns, including obtaining independent clinical advice, legal advice, promoting the use of advocacy and facilitation, being open, providing apologies and where appropriate the offer of compensation, further treatment and rehabilitation.
- To act as a point of contact for Services to support investigations into concerns to include providing expert knowledge and advice, information, templates, review of responses, discussions regarding investigations and support in facilitating meetings.
- Produce daily / weekly reports (Situation Reports), highlighting key themes and trends in relation to complaints.
- Work in collaboration with the Complaints Team to manage Stage 2 formal complaints.
- Responsible for providing over-arching business support (including managerial, administrative, secretarial and organisational support) to the PEARS Team, Senior Managers and Directors.
- The appointee will be required to work confidently and autonomously for the majority of the time without immediate guidance and day-to-day delivery of the urgent responsibilities.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
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.
If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.
Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
Experience
Essential
- Relevant experience of dealing with general public / patients / carers / health professionals on customer service issues.
- Experience of dealing with a variety of professionals and staff at different levels.
Desirable: - Proven experience of working in customer services or related departments within a complex organisation
Qualifications
Essential: - Educated to degree level or equivalent qualification or experience; - Evidence of Continuous Professional Development
Skills
Essential
- Experience of establishing / using systems and processes to ensure effective recording, monitoring and evaluation of feedback. Problem solving skills.
- Experience of effective communication (verbal and written)
- Ability to work on own initiative and manage own workload
- Welsh essential
Desirable: - Evidence of good IT skills, including presentations and use of social media / ECDL or equivalent; - Evidence of handling distressing or sensitive situations
Knowledge
Essential
- Good understanding of the legislation governing complaints and complaints management
- Working knowledge of operating within a patient experience / engagement framework
Desirable: - Broad understanding of the NHS systems and processes
Other
Essential: - Special requirements to perform in the role - Ability to travel within geographical area
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
25 September 2026
Last checked
29 September 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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