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.