Training & Support Officer

Public Services Ombudsman for Wales
Bridgend, UK
19 Jun 2019
26 Jun 2019
Contract Type
Full Time
Location:Offices of the Ombudsman in Pencoed, Bridgend or in Bangor

Pay Grade:PSOW Grade PC1 - PC3

Hours of Work:37 hours per week

(Job share and part-time working may be available)

Responsible to:Investigations Manager - Improvement Team

Responsible for:N/A

Key Relationships:Head of Complaints Standards

Head of Communications & Public Affairs

Head of Policy

Administration & Data Officer

Overview: Working within the Wales Complaints Standards Authority (CSA), the Training and Support Officer delivers training to public bodies on effective complaints handling and supports the Head of Complaints Standards in promoting the role of the CSA.


·Support the Head of Complaints Standards to establish the CSA as a centre of good practice in complaint handling.

·Promote the CSA's Guidance on Complaint Handling.

·Create and deliver training, based on the CSA's Guidance on Complaint Handling, to varied audiences.

·Contribute towards maintaining the CSA database of information provided by public bodies and ensure it is up to date.

·Examine the data collated from public bodies and assess any training needs arising.

·Assist the Head of Complaints Standards to prepare reports on the performance levels in complaint handling by public bodies across Wales.

·Engage with public bodies to identify their concerns about complaint handling which may be remedied by training or support.

·Assist with the creation and development of complaint handling networks.

·Assist with updating bodies on the CSA's view of their performance, including recommending improvements.

·Deliver presentations on the work of the CSA to a wide range of audiences.

·Assist with advising colleagues on complaint handling issues.

·Contribute constructively to develop and improve office procedures, policies and plans.

·Follow all PSOWpolicies and procedures as laid out in the policy documents, induction packs, the Hub etc.

·Contribute to PSOW's commitment to good information handling practices by complying with Data Protection Law and PSOW policies and procedures, particularly in respect of any personal data or confidential material.

·Take reasonable care of your own wellbeing and health and safety and that of colleagues.

·Undertake any other duties, commensurate with the skills and experience expected for this role, which from time to time may be allocated by a relevant line manager.

·Operate across the whole of the Ombudsman's current or future jurisdiction and in whichever operational team the Ombudsman considers appropriate to meet the objectives of the service.

·To conduct work (oral and/or written) bilingually through English and Welsh languages.

·Act in accordance with the Ombudsman's policy statement on Equal Opportunities and provide a service which is fair and equitable to all.

·Act at all times in accordance with the Ombudsman's Values:

AchievementDoing the best you can

Togetherness.... Being respectful to each other and working collaboratively for the organisation to succeed

Positivity Showing enthusiasm and pride about who we are and in what we do

SupportivenessBeing there for each other and appreciating our diversity

OwnershipTaking responsibility for everything we do

Willingness Having a keen, flexible and can-do approach



·Experience of developing and delivering training.

·Ability to undertake work and provide training in Welsh and English languages.

·Excellent interpersonal and presentation skills.

·Excellent administrative and organisational skills.

·Excellent written and oral communication skills.

·Ability to analyse data to extract relevant information.

·A good team member but with the ability to act on own initiative.

·Absolute discretion and an understanding of the need for confidentiality.

·Proven competence with IT systems.

·Full driving licence and access to a vehicle, insured for business use.

·Experience of providing a service which is fair and equitable to all regardless of age, disability, ethnicity, sex, gender reassignment, pregnancy or maternity, sexual orientation, religion or belief, whether they are married or in a civil partnership, or on the basis of any other irrelevant consideration.


·Broad knowledge and understanding of the Ombudsman's jurisdiction and of the operation of relevant legislation and complaints procedures (or an ability to gain this understanding).

·Experience of working/operating in a customer focused environment.

·Previous experience of working within, or with, public services.

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