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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.

Shortlisted candidates will be invited for interview on 17 July 2019.

To apply for this post please submit the Application Form and Equal Opportunities Monitoring Form by email to: by midday on Monday 24 June 2019.

Applications received after this date will not be considered.

Click here for a full Application Pack.