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Head of Complaints Standards | Pennaeth Safonau Cwynion

Contract:
Permanent
Category:
Full Time, Managerial / Executive
Job Sector:
Customer Service, Public Sector, Contact Centre
Region:
South Wales
Location:
Cardiff
Salary description:
£42, 684 - £46, 746
Posted:
20/06/2019
Start Date:
ASAP
Recruiter:
Ombudsman Wales
Job Ref:
OW/HCS

Complaints Standards Authority

The Ombudsman investigates complaints from members of the public about unfair treatment or where they have received a poor service through some failure on the part of devolved public bodies in Wales. The Ombudsman also investigates complaints that a member of a local authority in Wales may have breached their council’s statutory Code of Conduct for members.

In 2019, the Ombudsman launches a new service – the Complaints Standards Authority for Wales. The Complaints Standards Authority will develop standards for complaints handling across the bodies within the Ombudsman’s jurisdiction and will gather data to identify trends and patterns in public service delivery. The Complaints Standards Authority will train and support complaints handlers in public bodies to provide a first-class complaints service and support learning from complaints.

The Ombudsman is seeking to appoint a Head of Complaints Standards to operate this exciting new service.

Head of Complaints Standards (£42,684 - £46,746)

The successful candidate will lead and promote the new Complaints Standards Authority, working with bodies within the Ombudsman’s jurisdiction to establish good practice and implement effective complaints handling. The Head of Complaints Standards will be responsible for interpreting complaints data and reporting on the work of the Complaints Standards Authority. The Head of Complaints Standards will manage the Training & Support Officer.

To apply for these posts, please click here or the 'Apply Now' button below and you'll then be re-directed through to our web page to download the relevant forms & send them to us accordingly.

Closing date 12:00 midday on 24 June 2019.

Shortlisted candidates will be invited for interview between 17th July 2019.


Awdurdod Safonau Cwynion - Dwy Rôl

Mae’r Ombwdsman yn ymchwilio i gwynion gan aelodau o’r cyhoedd am driniaeth annheg neu lle maent wedi derbyn gwasanaeth gwael trwy fethiant o ryw fath ar ran cyrff cyhoeddus datganoledig yng Nghymru. Mae’r Ombwdsmon hefyd yn ymchwilio i gwynion bod aelod o awdurdod lleol yng Nghymru efallai wedi torri Cod Ymddygiad statudol eu cyngor ar gyfer aelodau.

Yn 2019, mae’r Ombwdsmon yn lansio gwasanaeth newydd - yr Awdurdod Safonau Cwynion ar gyfer Cymru. Bydd yr Awdurdod Safonau Cwynion yn datblygu safonau ar gyfer ymdrin â chwynion ar draws y cyrff sydd o fewn awdurdodaeth yr Ombwdsmon a bydd yn casglu data er mwyn nodi tueddiadau a phatrymau mewn darparu gwasanaeth cyhoeddus. Bydd yr Awdurdod Safonau Cwynion yn hyfforddi ac yn cynorthwyo trinwyr cwynion mewn cyrff cyhoeddus i ddarparu gwasanaeth cwynion o’r radd flaenaf a chefnogi dysgu o gwynion.

Mae’r Ombwdsmon yn chwilio i benodi Pennaeth Safonau Cwynion a Swyddog Hyfforddi & Chymorth i weithredu’r gwasanaeth newydd cyffroes hwn.

Pennaeth Safonau Cwynion (£42,684 - £46,746)

Bydd yr ymgeisydd llwyddiannus yn arwain ac yn hyrwyddo’r Awdurdod Safonau Cwynion newydd, gan weithio gyda chyrff o fewn awdurdodaeth yr Ombwdsmon i sefydlu arfer da ac i weithredu ymdrin â chwynion yn effeithiol. Bydd y Pennaeth Safonau Cwynion yn gyfrifol am ddehongli data cwynion ac adrodd ar waith yr Awdurdod Safonau Cwynion. Bydd y Pennaeth Safonau Cwynion yn rheoli’r Swyddog Hyfforddi & Chymorth.

I wneud cais am y swyddi hyn, cliciwch yma neu'r botwm 'Gwneud Cais Nawr' isod a byddwch wedyn yn cael eich ailgyfeirio at ein tudalen we i lawrlwytho'r ffurflenni perthnasol a'u hanfon atom yn unol â hynny.

Dyddiad cau 12:00 ganol dydd ar 24 Mehefin 2019.

Bydd ymgeiser ar y rhestr fer yn cael eu gwahodd am gyfweliad ar 17 Gorfennaf 2019

I wneud cais am y swyddi hyn, cliciwch ‘Gwneud Cais’. Byddwch yn cael eich ailgyfeirio i’n tudalen we er mwyn lawrlwytho’r ffurflenni perthnasol. Anfonwch y ffurflenni hynny atom ni, os gwelwch yn dda.

Company Description

Ombudsman Wales

Vision
A public service culture that values complaints and learns from them to improve public service delivery.

Our Mission
By investigating complaints, we aim to put things right for service users and contribute to improving public service delivery and standards in public life.

Our Values

- Equality and Fairness
- Independence and Impartiality
- Improvement and Effectiveness
- Transparency and Accountability

Closing Date:
25/06/2019

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