The successful Liaison and Training Manager will be responsible for:

  • Relevant training, engagement and oversight activities regarding the development and embedding of PHSO’s Complaint Standards, aiming to support public sector organisations improve the way they deal with service feedback and complaints.
  • Acts as an ambassador for PHSO when carrying our relevant liaison activities at senior levels, and is accountable for delivering a high quality relationship management service to its external stakeholders when doing so.
  • Provides advice, guidance and support to organisations on all aspects of the Ombudsman’s role and processes, often on complex matters in challenging environments or high pressure situations.
  • Accountable for design, implementation and delivery of the Operations Liaison oversight framework to ensure the Operations Directorate provides effective liaison support to its key stakeholders on casework.
  • Responsible for overseeing effectiveness of all liaison activity in Operations and holding staff to account to ensure Operations carries out its liaison activities consistently and to a high quality that meet relevant stakeholder engagement objectives.
  • Works closely with Assistant Directors and Casework Managers and provide advice and guidance to ensure operational issues and concerns with stakeholders are dealt with efficiently and effectively.
  • Responsible for creating and implementing a reporting framework that regularly captures, measures and reports on feedback from external stakeholders (and staff) to measure against relevant Service Charter commitments and stakeholder engagement objectives.
  • Plans, manages and oversees the delivery of an annual programme of external liaison activities on behalf of Operations, to promote PHSO’s work and to engage on casework-related activities.
  • To support, develop and coach Operations staff to assist them in delivering liaison activities.

    • The job holder will be required to travel extensively for work purposes at a national scale and be able to work flexibly including evening (and occasional weekend) work and overnight stays.

    The Successful Applicant

    The successful Liaison and Training Manager will demonstrate:

    Essential:

  • Understanding of the Ombudsman’s role and the strategic context and framework within which we operate
  • Good understanding of the NHS and Parliamentary working environment (and other public bodies) and where it impacts on PHSO’s operational activity
  • Knowledge of best practice in training delivery approaches and applying those in practice.
  • Excellent communication skills (verbal and written) with the confidence to establish credibility at both managerial and senior managerial levels
  • Ability to influence others including those outside of your direct working relationships
  • Ability to design and deliver comprehensive training to meet specific competency needs
  • Experience of creating, managing and enhancing relationships with external stakeholders to work constructively, particularly where there may be tension or conflicting views and priorities
  • Experience of design and delivery of training products and courses (preferably in the NHS or central government sector)
  • Experience of presenting externally and internally at a senior level

    • Due to this role being partially office based, please note that you will need to be able to commute to our London office multiple times per week.

    Desirable:

  • An awareness of public administration (central government in particular) or the NHS and the context in which it operates
  • Experience of complex complaint handling and investigating, preferably in an Ombudsman-related sector
  • Experience of managing staff activity outside of direct reporting lines, particularly working in a matrix management environment.

    • What’s on Offer

    The successful Liaison and Training Manager will receive:

  • Salary £51,233
  • Civil Service Pension scheme (minimum 26.6% employer contribution)
  • 30-day holiday entitlement, plus 2.5 extra statutory holidays on top
  • Flextime: Core hours between 10.00-12.00 and 14.00-16.00
  • Extra 2 days of Flexi-leave each month for additional hours that have been accrued
  • Access to a wide variety of internal and external well-being support, 24/7 assistance programmes and health advice

    • PHSO is committed to Equality, Diversity and Inclusion (EDI), and welcomes applications from individuals from diverse backgrounds. They are also a Disability Confident organisation.

    Should you wish to access the Disability Confident Scheme (DCS) or require any reasonable adjustments through the process please contact the lead recruiter to discuss your needs before the advert closes.

    To apply, please submit an up-to-date CV detailing your experience that best fits the essential criteria outlined above.

    PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.