Investigation Case Officer

Job title: Investigation Case Officer

Company: NHS


Job description: 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 jobA 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.About usHywel 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.DetailsDate posted08 July 2025Pay schemeAgenda for changeBandBand 5Salary£30,420 to £37,030 a year per annumContractPermanentWorking patternFull-time, Home or remote workingReference number100-AC190-0725Job locationsTo be discussed at interview – working within the West Wales region (Pembrokeshire, Carmarthenshire and Ceredigion)Various options – to be discussed at interviewSA31 3BBJob descriptionJob responsibilitiesYou 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 Job descriptionJob responsibilitiesYou 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 31.07.25Person SpecificationQualifications and KnowledgeEssential

• 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

• Health and Social Care Qualification
• Counselling/Advocacy/ Mediation Qualification

ExperienceEssential

• 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

• Experience of service improvement
• Experience of undertaking an investigation

Language SkillsDesirable

• Welsh Speaker – Level 1

Person SpecificationQualifications and KnowledgeEssential

• 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

• Health and Social Care Qualification
• Counselling/Advocacy/ Mediation Qualification

ExperienceEssential

• 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

• Experience of service improvement
• Experience of undertaking an investigation

Language SkillsDesirable

• Welsh Speaker – Level 1

Expected salary: £30420 – 37030 per year

Location: United Kingdom

Job date: Thu, 10 Jul 2025 07:36:40 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck