Complaints Standards Authority Engagement and Support Officer

The Public Services Ombudsman for Wales is looking to recruit a Complaints Standards Authority Engagement and Support Officer. Working within the Wales Complaints Standards Authority (CSA), this post is key to engaging with and supporting public bodies with effective complaints handling through supporting training and advice. This role also supports the Complaints Standards and Improvement Manager in promoting the role of the CSA to public bodies, in the management of relationships with and in the processing of information from those public bodies subject to the standards currently and in the future.

In the role you will:

• Engage with public bodies to support them in gaining compliance with the CSA model procedure and operating effectively under the standards and principles.
• Facilitate and deliver training, designing, creating, reviewing and adapting material/content as necessary, based on the CSA’s Guidance on Complaint Handling, using appropriate formats to varied audiences.
• Administer the collection of complaints data from public bodies and review the returns submitted. Examine the data collected and engage as appropriate, where queries arise, assist with and/or deliver updates to bodies of their performance including recommending improvements and assessing any training needs identified.
• Prepare and maintain CSA information resources to support public bodies.
• Assist with the creation and development of complaint handling networks.
• Engage with public bodies to explore any concerns about complaint handling which may be remedied by training or support.

(See the Job Description for a full list of duties)

What we are looking for:

• Experience of creating, adapting and delivering training materials or presentations in varied formats, for delivery in person and via online platforms.
• Excellent interpersonal, communication and presentation skills.
• Excellent administrative and organisational skills with attention to detail.
• Comfortable using digital tools for training delivery, data management and communication.
• Absolute discretion and an understanding of the need for confidentiality.
• Full driving licence and access to a vehicle, insured for business use.

(See the Person Specification for a full list of essential requirements)

What’s in it for you?

• An opportunity to make a real difference to complaint handling in Wales.
• Competitive salary and generous annual leave allowance of 32 days.
• Other benefits including: Civil Service Pension, Flexi time Scheme, Discounted Gym Membership, Health Cash Plan and Discounted Purchase Schemes.
• Hybrid working with excellent on-site facilities including free on site parking and equipment for home working.
• Well being hour for an activity of your choice each month.
• Annual health check.
• Free external counselling and occupational health support.

To apply:

Read the Recruitment Pack.

Please submit your Application Form and Equal Opportunities Monitoring Form by email to: recruitment@ombudsman.wales  The deadline for applications is:

5 pm Thursday 5 February 2026.  We reserve the right to close this vacancy early should sufficient applications be received.  The responses you provide in the application form will be used to shortlist your application.

The Public Services Ombudsman is an Equal Opportunities Employer.

Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.

Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio-economic background.