Outreach and Engagement Manager

Closing date
4 July 2022 10:00am
Length of contract

About us

We are the Parliamentary Health Service Ombudsman, an independent national ombudsman service. We are here to make final decisions on complaints that are yet to be resolved by the NHS in England, UK government departments, and some other public organisations. 

We do this fairly and transparently without taking sides, and our service is completely free.

About the role

We're looking for a proactive and dynamic Outreach and Engagement Manager who will be responsible for the design and delivery of PHSO’s outreach strategy, which will support our objective of increasing public awareness of the role of the PHSO and removing barriers to our service.

This is to be delivered both personally and via the creation, oversight, planning and delivery of an outreach programme to ensure it is consistent and meets the objectives of PHSO’s strategic objectives.

The successful candidate will be responsible for delivering Operations’ role in PHSO’s strategy to work with partners in the justice sector – as well as working with advice/advocacy organisations and charities – to raise awareness of PHSO, improve signposting and referrals to PHSO, help PHSO improve access to its service, and to establish key networks to regularly share themes and trends in complaints data.

You will also be responsible for ensuring the capturing and measuring of feedback from the public and stakeholders on how to improve access to PHSO’s service. This includes advising senior managers on what action to take to shape and influence future service improvements.   

You will have an understanding of the UK government and parliament. 


The Outreach and Engagement Manager (London) will also be responsible for duties not limited to:


Reports to: Assistant Director of Professional Standards & Partnerships

Direct Reports: 2 x Outreach & Engagement Officer

  • Responsible for creation and delivery of an annual Outreach Programme, which prioritises engagement with communities and other stakeholders where awareness of PHSO is low. This includes specific prioritisation of communities that face disproportionate barriers to complaining about public services.
  • Creation of an Outreach approach that regularly monitors awareness of (and access to) PHSO's service across communities and sectors, to inform priority engagements in future Outreach Programmes.
  • Regularly attends a wide variety of public engagements that reach multiple audiences to promote awareness of PHSO, and to support people on how they can make a complaint.
  • Regularly attends other engagements led by PHSO's Liaison and Public & User Engagement teams: providing support to these engagements where needed.
  • Provides advice, guidance and support to the public on how to complain: both locally and to PHSO. This includes providing tailored guidance on all aspects of the Ombudsman's role and processes that are relevant to specific issues raised, often on complex issues.
  • Acts as an ambassador for PHSO when carrying our relevant external engagement activities and is accountable for delivering a high-quality relationship management service to its external stakeholders when doing so.
  • Deals effectively with challenge and a reluctance to engage from members of the public when carrying out engagements.

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 Outreach and Engagement Manager (London) will be able to demonstrate:


  • Good understanding of PHSO's role and the strategic context and framework within which we operate.
  • Practical knowledge of the Ombudsman's legislative and casework processes across both Health and Parliamentary areas.
  • Good understanding of the NHS and Parliamentary working environment (and other public bodies) and where it impacts on PHSO's operational activity
  • Good understanding of the role of other Ombuds and regulatory organisations and their relationships with PHSO.


  • Excellent communication skills (verbal and written) with the confidence to establish credibility with a wide variety of audiences, and present complex information in a way that is easily understandable.
  • Ability to influence others including those outside of your direct working relationships.
  • Ability to confidently present to public audiences.
  • Excellent planning and organisational skills.


  • Experience of creating, managing, and enhancing relationships within communities, members of the public, and other relevant stakeholders, to work constructively, particularly where there may be a reluctance to engage, tension or conflicting views and priorities.
  • Experience of design and delivery of effective community outreach programmes or similar engagements.
  • Experience of presenting externally and internally at a senior level.

What's on Offer

  • Salary £53,692
  • 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.

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

How to apply

To apply, please submit an up-to-date CV detailing your experience that best fits the essential criteria outlined above by 10am 04/07/2022.

Apply Here