Customer Information and Enquiries Assistant

NHS West Yorkshire Integrated Care Board; Bradford; Sur place; GBP 21 000 - 25 000; Plein temps

Résumé du poste

NHS West Yorkshire Integrated Care Board in Bradford is seeking a Customer Information and Enquiries Assistant to be the first contact for the public, providing clear, accurate information and signposting to NHS services. You will handle enquiries by phone, email and post with empathy, documenting interactions and escalating complex issues as needed.

You will work within the Communications, Involvement and Feedback team to maintain records, support letters and reports, and ensure data protection

Qualifications

• Educated to A-level standard or equivalent vocational qualification/experience and knowledge.

Responsabilités

• Respond to public enquiries by telephone, email and in writing with clear information and signposting.
• Maintain accurate records of enquiries and actions; prepare correspondence and reports.
• Support meetings and documentation; ensure data protection compliant filing systems.
• Collaborate with Communications, Involvement and Feedback team to provide a responsive public service.

Connaissances

Written & verbal comms

Workload prioritisation

Attention to detail

Empathy & professionalism

MS Office

Formation

A-level or equivalent

Description du poste

NHS West Yorkshire Integrated Care Board

Customer Information and Enquiries Assistant

The closing date is 25 November 2026

Areyou organised, calm under pressure, and passionate about helping people acrossWest Yorkshire? Do you thrive in a busy environment where no two days are thesame? If you bring empathy, accuracy and resilience to your work, we'd love tohear from you.Following a major organisational reorganisation across NHS West Yorkshire ICB,we've redesigned how we support people who contact us and are recruiting threeCustomer Information and Enquiries Assistants into our strengthened service.These are new roles, not replacement posts.You'll be one of the first people members of the public speak to when they needhelp navigating the NHS, raising a concern or finding the right service. You'lllisten, guide, signpost and record information accurately, working withprofessionalism, kindness and patience even when situations are sensitive oremotional. The contractual base for all posts is Scorex House, Bradford, BD14AS.

Main duties of the job

You will act as a first point of contact for telephone, email and written enquiries from members of the public, providing clear, accurate and empathetic information and signposting to the right NHS services. You will handle straightforward concerns independently and elevate more complex matters to senior colleagues.

You will maintain accurate records of enquiries, correspondence and actions; support preparation of letters, reports and responses; assist with meetings and documentation; and maintain filing systems in line with data protection requirements.

You will work closely with colleagues across the Communications, Involvement and Feedback team, supporting a responsive service for patients, families, carers, MPs, partners and colleagues across the wider health and care system.

About us

NHS West Yorkshire Integrated Care Board (ICB) is the statutory NHS organisation responsible for planning and funding health services across Bradford District & Craven, Calderdale, Kirklees, Leeds and Wakefield. As part of our organisational reconfiguration, we've strengthened how we listen to people, respond to concerns and ensure their experiences shape the services we commission.

You'll join our Communications, Involvement and Feedback team - a supportive, values-driven group committed to clarity, compassion and good governance. These new roles are central to delivering a responsive, high-quality service for the public.

Job responsibilities

Thepostholder will provide high-quality customer service and administrativesupport within the Communications, Involvement and Feedback team. Keyresponsibilities include responding to public enquiries by telephone, email andin writing; providing accurate information and signposting; handlingstraightforward concerns and escalating complex matters; maintaining accuraterecords; preparing correspondence and reports; supporting meetings; andmaintaining filing systems in accordance with data protection requirements. Therole requires excellent written and verbal communication, empathy andprofessionalism when dealing with sensitive situations, strong organisation andattention to detail, and confidence using Microsoft Office.

Skills and competences

• Excellent written and verbal communication skills.
• Ability to manage and prioritise workload to meet deadlines.
• Attention to detail and accuracy in data entry and document preparation.
• Ability to handle sensitive and emotional situations with empathy and professionalism.
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams).

Experience

• Experience in a customer-facing role, handling enquiries and providing information.
• Experience in an administrative support role.
• Experience working with confidential or sensitive information.
• Sound understanding of the governance responsibilities of statutory organisations.

Knowledge and understanding

• Working knowledge of relevant legislation.

Qualifications

• Educated to A-level standard or equivalent vocational qualification/experience and knowledge.

Employer name

NHS West Yorkshire Integrated Care Board