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This is an exciting time to be part of the team at PHSO. We are in the final year of delivering our 3-year strategy, on our way to becoming an exemplary Ombudsman service. We have ambitious plans for the future, which include publishing the majority of our casework online and raising the standard of complaint handling across the public sector. The successful applicant will drive the new strategy, focused on how public services can continue to provide appropriate levels of service to the public in the context of unparalleled pressures being faced across large parts of the public sector.

Our ambitious plans make this a great opportunity to be involved in the strategic leadership of a rapidly changing organisation. As Director of External Affairs, Strategy, and Communications you will be at the forefront of launching our new Strategy, leading a broad portfolio comprising four business areas: public affairs and insight; strategy and partnerships; communications; and business management. As a strategic leader and member of the Executive Team, you will have a central role in the development of the organisation and the delivery of our service.

As we respond to the challenge of COVID-19, we are currently focusing on supporting our staff in new ways of working and on plans to reduce the queue of unallocated casework. We are also considering how to adapt and change our organisation to seize on opportunities created by recent change, as well as to respond to ongoing challenges. This includes preparing for the launch of a new strategy in 2022.

We are looking for a colleague who is challenging, dynamic, brings a different perspective, but who is aligned to our values. A very warm welcome awaits you.

Gill Kilpatrick,
Chief Operating Officer

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