Independent Health Complaints Advocate
| Posting date: | 23 May 2025 |
|---|---|
| Salary: | £26,203 per year |
| Hours: | Full time |
| Closing date: | 22 June 2025 |
| Location: | Coventry, West Midlands |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Citizens Advice Mid Mercia |
| Job type: | Contract |
| Job reference: |
Summary
Do you have a passion for working in the heart of your local community and are driven by making a difference? Then Citizens Advice Mid Mercia is the organisation for you.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
We are looking for a full-time Independent Health Complaints Advocate to join our Independent Health Complaints Advocacy Service (IHCAS).
The IHCAS Advocate will report into the Healthwatch Coventry Service Manager and provide independent advocacy support throughout the NHS complaints process, empowering individuals to self-advocate where possible. The role will ensure that complainants know their rights, options and next steps in the complaints process.
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
We are looking for someone who:
Has excellent communication skills
Can manage own time effectively with a keen eye for detail
Can complete tasks to the highest quality
Can monitor and maintain own standards ensuring work is accurate
Has worked in a public-facing role
Is experienced in working with a diverse range of people and providing a welcoming environment for clients
Is in possession of a full driving licence and use of a car, or otherwise able to fulfil the travel requirements necessary
Full training and support will be given to the successful candidate to enable them to carry out their role.
Responsibilities / Key Tasks:
Provide clients with appropriate information to identify options and consider next steps
Assist clients in preparing complaint letters, completing forms, writing emails, and attending meetings to achieve early resolution (Level 2).
Help clients monitor complaint progress and understand the NHS complaints system, including outcomes and further options (Level 2).
Represent clients, when necessary, accurately expressing their views (Level 2).
Support clients in making complaints to the Ombudsman and understanding decisions (Level 2).
Listen to concerns, understand situations, provide advice, and advocate for clients’ rights to ensure their concerns are heard.
What we offer in return:
28 days entitlement plus bank holidays pro-rata
Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
Opportunities for further training and continuous professional development
Internal progression opportunities
Supportive environment
Remote/flexible working opportunities, subject to management approval
Option to buy & sell holiday allowance, subject to management approval
Paid DBS application, where applicable
5% pension contributions
3 month’s full contractual pay for maternity, upon meeting qualifying criteria
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and a counselling line for all staff and volunteers.
The essentials:
Salary – £26,203
Hours: 37.5 hours per week
Contract: fixed term, end date: 30th June 2028 with potential to extend for a further 2years
Location: Hybrid a few days per week from outreach venues across Coventry, a few days from home depending on service needs.
Start date: 1 July 2025
Please visit our website to find the full Job Description and Person Specifications for this role and a helpful Candidate Guide on our recruitment process - https://www.citizensadvicemidmercia.org.uk/vacancies/
To apply - applications only
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Thank you for your interest in our vacancy. The above role is advertised on a rolling recruitment basis. We reserve the right to close the advert once a suitable candidate has been appointed. If you do not hear back from us within 15 working days, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
We are a Disability Confident Employer
Citizens Advice Mid Mercia are an accredited (Level 1) Disability Confident employer, and values diversity and promotes equality. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We follow the social model of disability which believes that it is the barriers created by society which disable people. We will use reasonable adjustments wherever possible to remove those barriers.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
We are looking for a full-time Independent Health Complaints Advocate to join our Independent Health Complaints Advocacy Service (IHCAS).
The IHCAS Advocate will report into the Healthwatch Coventry Service Manager and provide independent advocacy support throughout the NHS complaints process, empowering individuals to self-advocate where possible. The role will ensure that complainants know their rights, options and next steps in the complaints process.
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
We are looking for someone who:
Has excellent communication skills
Can manage own time effectively with a keen eye for detail
Can complete tasks to the highest quality
Can monitor and maintain own standards ensuring work is accurate
Has worked in a public-facing role
Is experienced in working with a diverse range of people and providing a welcoming environment for clients
Is in possession of a full driving licence and use of a car, or otherwise able to fulfil the travel requirements necessary
Full training and support will be given to the successful candidate to enable them to carry out their role.
Responsibilities / Key Tasks:
Provide clients with appropriate information to identify options and consider next steps
Assist clients in preparing complaint letters, completing forms, writing emails, and attending meetings to achieve early resolution (Level 2).
Help clients monitor complaint progress and understand the NHS complaints system, including outcomes and further options (Level 2).
Represent clients, when necessary, accurately expressing their views (Level 2).
Support clients in making complaints to the Ombudsman and understanding decisions (Level 2).
Listen to concerns, understand situations, provide advice, and advocate for clients’ rights to ensure their concerns are heard.
What we offer in return:
28 days entitlement plus bank holidays pro-rata
Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
Opportunities for further training and continuous professional development
Internal progression opportunities
Supportive environment
Remote/flexible working opportunities, subject to management approval
Option to buy & sell holiday allowance, subject to management approval
Paid DBS application, where applicable
5% pension contributions
3 month’s full contractual pay for maternity, upon meeting qualifying criteria
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and a counselling line for all staff and volunteers.
The essentials:
Salary – £26,203
Hours: 37.5 hours per week
Contract: fixed term, end date: 30th June 2028 with potential to extend for a further 2years
Location: Hybrid a few days per week from outreach venues across Coventry, a few days from home depending on service needs.
Start date: 1 July 2025
Please visit our website to find the full Job Description and Person Specifications for this role and a helpful Candidate Guide on our recruitment process - https://www.citizensadvicemidmercia.org.uk/vacancies/
To apply - applications only
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Thank you for your interest in our vacancy. The above role is advertised on a rolling recruitment basis. We reserve the right to close the advert once a suitable candidate has been appointed. If you do not hear back from us within 15 working days, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
We are a Disability Confident Employer
Citizens Advice Mid Mercia are an accredited (Level 1) Disability Confident employer, and values diversity and promotes equality. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We follow the social model of disability which believes that it is the barriers created by society which disable people. We will use reasonable adjustments wherever possible to remove those barriers.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.