NHS West Yorkshire Integrated Care Board
This role is part time, 22.5 hours Monday to Wednesday
Wehave an exciting opportunity to join our busy PALS team at the West YorkshireICB, co-managing the team with the current part time postholder. This is a great opportunity to support avery busy team in working directly with members of the public making contactby phone, email, letter and occasionally in person and would be ideal forsomeone with great customer focused leadership skills looking to add furtherexperience to their existing skillset.
Partof the wider Customer Information and Complaints function, the role bringsplentiful opportunities to really make a difference to both the organisationand to the people getting in touch with the ICB.
Therole is currently temporary to the end of March 2026.
Main duties of the job
-This role will work as part of a wider team of professionals who are
responsiblefor the ICBs customer information and complaints functions.
maintainingthe highest levels of customer service within the West Yorkshire
IntegratedCare Board and its five Places.
The postholder will work closely with the two Complaints Managers, ensuring
acomprehensive first point of contact service for members of the public
contactingthe ICBs Patient Advice and Liaison Service (PALS) seeking to
resolvequeries, concerns and complaints related to the ICB. The postholder
willbe committed to the ICBs ambition to resolve as many queries as
possibleat first point of contact.
The postholder will have excellent listening, interpersonal and communication
skillsallowing the postholder to overcome barriers to acceptance when
communicatingcomplex, sensitive or contentious information, with a
commitmentto improving patient experience. The post holder will have a
thoroughunderstanding of the need for confidentia
About us
NHSWest Yorkshire ICB is responsible for improving population health and reducinginequalities to meet the diverse health needs of its population and is part ofthe West Yorkshire Health and Care Partnership which includes organisations,local councils, health and care providers and voluntary, community and socialenterprise organisations.
Weare dedicated to fostering an inclusive workplace that values diversity,viewing it as a key strength aligned with our mission and values. We believediverse ideas and backgrounds enhance creativity and improve patient outcomes.
We are committed to creating a supportive workplace wherecontributions are valued, wellbeing is prioritised, and colleagues can reachtheir full potential. We welcome applications from all areas of the community,who meet the criteria for the role, regardless of their protectedcharacteristics.
We operate a Carer friendly working environment, encouragingCarers to self-identify themselves and offer a working Carer passport.As a Mindful Employer, we are positive andenabling towards all employees and job applicants with a mental healthcondition.As a DisabilityConfident Employer, wecommit to shortlisting suitableapplicants who meet the essential criteria for an interview. Please inform usof any adjustments you may require.
We reserve the right toclose this job advert early if we receive a high volume of applications.
Job responsibilities
Tobe responsible for the delivery of the ICBs Patient Advice and Liaison
Service(PALS) ensuring it provides a professional and effective service to
patientsand adheres to formal processes which are robust, effective and
compliantwith The Local Authority Social Services and National Health
ServiceComplaints (England) Regulations 2009 and good practice such as
thePHSO complaints standards.
To be responsible for ensuring a comprehensive PALS record is maintained
toprovide an audit trail of decision-making and actions taken in relation toall
complaints.
To line manage and support the PALS Officer to ensure that they are
accessibleand responsive to patients, committed to resolving concerns
quicklyand learning from the issues that are raised.
To ensure contact with the customer is maintained throughout the PALS
processto ensure they are kept informed of the progress of their query.
To use initiative when managing PALS queries using discretion in their day to
dayworking within the team
Person Specification
Additional Requirements
* Sound understanding of the governance responsibilities of statutory organisations
* Knowledge of relevant legislation including the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
* An understanding of the importance of Equality, Diversity, and Inclusion
Qualifications
* Educated to degree level or equivalent or significant experience of working in a PALS/complaints or similar role at senior level.
Experience
* Significant prior experience of working in a related field
* Experience of public/ client facing experience
* Experience of working effectively with highly confidential and sensitive information
* Experience of leading and managing a team
* Experience of preparing high quality correspondence
* Experience of preparing reports for boards and committees
* Experience of working with external stakeholders
* Experience of meeting strict deadlines, working under pressure and dealing with conflicting priorities
* NHS experience
* Experience of programme management
Skills & behaviours
* Excellent minute taking skills; ability to record and present verbal discussions (including potentially sensitive information) as formal documents
* Excellent written and verbal communication skills
* Ability to think conceptually
* Ability to analyse information and situations, anticipate obstacles, and identify solutions
* Ability to exercise judgement.
* Computer literate familiar with relevant software packages
* Able to plan and organise a broad range of complex activities.
* Ability to manage financial and team resources
* Ability to build strong relationships within and beyond the ICB.
* Evidence of commitment to continuous professional Job Evaluation Ref: OC276 development and management training.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
NHS West Yorkshire Integrated Care Board
Head of Customer Information and Complaints
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