Enquiries & Complaints Lead

Strategy, Policy and Programmes Group sets the strategic direction for UKHSA, supports the organisation to deliver the business plan and evaluates performance of delivery.

Positioned in the Strategy Directorate, the Parliamentary and Public Accountability team provides a centralised service working directly with requesters, regulators, OGDs, Ministers’/CEO offices, Parliament and members of the public in the delivery of UKHSA’s obligations with respect to Parliament and the public. The team works collaboratively across the whole of UKHSA to provide a high-quality service to all of our customers in line with UKHSA’s values and our key performance indicators.

You will be responsible for leading the Enquiries & Complaints Team within the Parliamentary and Public Accountability Team, ensuring that UKHSA manages enquiries and complaints effectively and in line with the relevant standards. In doing so, you will play a key role in ensuring UKHSA is an organisation which is responsive to stakeholders and members of the public.

You will be working with a highly motivated and passionate group of people and will be working alongside them in an exciting and fast-paced environment with the opportunity to make your mark. In line with the UKHSA values, we are inclusive, insightful and impactful in our work.

The post holder will lead the Enquiries & Complaints Team within the Parliamentary and Public Accountability Team, in its delivery of correspondence and complaints services and associated projects. The role includes:

• Leading, supporting and developing the team and processes to maintain UKHSA’s responsiveness to enquiries and complaints received by UKHSA, commissioning information from other parts of UKHSA and preparing responses, ensuring appropriate clearances are received prior to issue; and
• Ensuring the Enquiries & Complaints Team’s responses remain aligned with up to date guidance and policy positions through constant engagement and collaboration with teams across UKHSA
• Ensuring a high quality service is delivered in a sustained way which consistently meets organisational key performance indicators (KPIs)

In line with our work to increase cross-team working within the Parliamentary and Public Accountability Team, and to role model a one team ethos, the postholder will also be asked to undertake projects outside their immediate area of responsibility to support Information Rights and parliamentary work.

This is an excellent opportunity to lead a high performing team to deliver UKHSA’s complains and enquiries service and make a real impact.

It is essential that members of the public have confidence in the health and social care system. UKHSA’s Public Accountability team works to secure the trust and confidence of the public and ensure that the services we provide are consistent and seamless. The role is pivotal in managing reputational risk through maintaining up to date and consistent messaging across all types of correspondence and ensuring we respond in a helpful and positive way to complaints.

Location

Role available at all core and scientific locations with hybrid working available

Birmingham, Chilton, Leeds, Liverpool, London, Porton Down

Essential Criteria:

It is important through your application and Statement of Suitability of 1000 words that you give evidence and examples of proven experience of each of the essential criteria (for full details of all essential criteria please refer to the attached job description, you must review this to produce your statement of suitability):

Essential

• Experience of managing complaints services in a public sector organisation, or a similar complex setting;
• Experience of driving team performance and positive outcomes, including a commitment to reflecting on what works and promoting continuous improvement
• Ability to assess user/customer/stakeholder needs and translate these into a product or service that meets those requirements;
• Ability to communicate complex legal, scientific and technical information to a non-scientific audience;
• An understanding of and commitment to diversity and inclusion and good working relationships;
• Excellent IT skills - Microsoft, Excel, Adobe.

Desirable

• Experience in a public sector organisation with complex stakeholder interactions and exposure to a broad range of the organisation’s functions and activities;
• Educated to degree level (or equivalent experience);