The Experience Team is a friendly and professional front facing team who provide a service responding to Concerns, Complaints, Enquiries and MP contacts for the NHS Humber and North Yorkshire ICB. This team is also commissioned to facilitate adult social care complaints on behalf of North East Lincolnshire Council. As an Experience Officer you are responsible for facilitating the day to day provision of the ICBs Experience function for the ICB which involves responding to public contact via the dedicated telephone line and managing queries raised through the Public inbox. The post holder will be expected to exercise considerable initiative and independent judgement with minimum supervision, ensuring that they exercise a high degree of tact, diplomacy and confidentiality at all times. You will also provide support to the Experience Officers, logging cases, setting up electronic folders and assisting with admin tasks. Key Relationships The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders for example: Individual Patients, their carers and families Local community and voluntary groups, statutory agencies Primary care professionals and practice staff Other PALS services ICB staff and directors The offices of the local MPs Provider organisations Care homes and home care agencies Participate in relevant internal ICB working groups and also external working groups/projects, services, and initiatives. Work with members of the team and wider ICB to maintain data collection systems that will provide accurate and timely data. Core Functions Act as the first contact point for both the ICB and all public contacts through the Experience Team. Providing responses ranging from the provision of information through to assistance with diverse, complex and / or sensitive issues/concerns. Liaise with senior members of the organisation, primary care, adult social care and other key stakeholders to facilitate the resolution of public/patient concerns regarding local NHS and Adult Social Care services, providing a sensitive and confidential service that meets individual needs. Maintain regular contact with enquirers to offer updates, advice and guidance relating to their query. Respond to enquiries received via the generic email service. This often follows extensive investigation due to the diverse nature of the requests. Ensure all contacts are actioned in accordance with NHS guidance and timescales. Maintain a comprehensive knowledge and understanding of services covered by the ICB in relation to potential Concerns and Complaints. Log MP enquiries and coordinate their investigation and response. Log all contacts on the database and undertake first line analysis to identify significant trends or themes to facilitate change in service delivery where required and to monitor the outcome and impact of those changes. Prepare quarterly and annual data for reports to the ICB Board and committees, local service areas, Primary Care, Commissioners and North East Lincolnshire Councils Cabinet. Offer support and advice to patients, service users and NHS and social care staff in relation to services provided or commissioned by the ICB. Respond to ad hoc requests for information from ICB colleagues. Provide administrative support to the Experience team as required, including logging cases, setting up electronic folders, attending meetings, note taking, preparation of draft agendas, collation and distribution of relevant papers, including actioning as appropriate follow-up items. Work with the team in offering awareness-raising sessions to internal colleagues, external partners and patient participation groups and attend public events to promote and publicise the work of the customer care and population experience function across the ICB Ensure performance information is accurate and capable of satisfying appropriate audit procedures.