Job summary The postholder is required to work as part of a dynamic team in delivering an effective service supporting managers and staff in managing MP/Councillor enquiries, FOI requests, enquiries, concerns and complaints.
Main duties of the job The postholder is required to manage a range of matters coming into the ICB via a single point of contact email inbox.
Be responsible for the effective day to day management of MP/Councillor enquiries, FOI requests, enquiries and concerns and to oversee the team in ensuring all contacts are reviewed and investigated/responded to appropriately following the relevant policy and procedures and within the set timeframe.
The Enquiries and Experience Officer will manage a caseload of complaints from the point of receipt to resolution.
Develop and maintain robust systems for data management using appropriate IT and electronic filing systems, for ease of collation, manipulation and analysis, presentation, reporting and action plan generation.
Identify themes and trends from FOI requests and develop ad maintain the online Publication Scheme to ensure regularly requested information is readily available.
To support the Enquiries and Experience Manager with policy reviews and updates.
In addition, the Enquiries and Experience Officer will provide direct support to and will deputise for the Enquiries and Experience Manager as and when needed.
About us The Bedfordshire, Luton and Milton Keynes (BLMK) Integrated Care Board (ICB) serves the people of BLMK, bringing together health and care and wider public sector and VCSE partners to support and improve our resident's wellbeing.
The employees of the BLMK ICB work as part of the BLMK Integrate Care System, in particular working with the NHS and social care and underpinned by relationships across our wider public sector and voluntary, community and social enterprise organisations.Our aim is simple.
We want everyone in our towns, villages and communities to live a longer, healthier life.By working together with local people, the Integrated Care System can achieve this through: improving the health of the populationreducing inequalities between different groupsimproving the effectiveness of our servicescontributing towards social economic developmen Every role within the ICB has a line of sight to improving the wellbeing of our population.
Job description Job responsibilities The postholder is required to manage a range of matters coming into the ICB via a single point of contact email inbox.
Be responsible for the effective day to day management of MP/Councillor enquiries, FOI requests, enquiries and concerns and to oversee the team in ensuring all contacts are reviewed and investigated/responded to appropriately following the relevant policy and procedures and within the set timeframe.
The Enquiries and Experience Officer will manage a caseload of complaints from the point of receipt to resolution.
Develop and maintain robust systems for data management using appropriate IT and electronic filing systems, for ease of collation, manipulation and analysis, presentation, reporting and action plan generation.
Identify themes and trends from FOI requests and develop ad maintain the online Publication Scheme to ensure regularly requested information is readily available.
To support the Enquiries and Experience Manager with policy reviews and updates.
In addition, the Enquiries and Experience Officer will provide direct support to and will deputise for the Enquiries and Experience Manager as and when needed.
Person Specification Essential Essential Experience of managing complaints in a healthcare environment.
Familiarity with the NHS complaints regulations