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Enquiries and Complaints Officer

UK Health Security Agency

London

Hybrid

GBP 31,000 - 37,000

Full time

Yesterday

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Job summary

A leading public health organization is seeking an Enquiries and Complaints Officer to manage public inquiries and complaints. This role involves working closely with various stakeholders to ensure timely and accurate responses, contributing to government policy and delivery in a dynamic environment. The ideal candidate will possess strong communication skills and the ability to handle complex information effectively.

Benefits

Flexible working options

Civil Service pension with employer contribution

Learning and development tailored to your role

Qualifications

Experience in correspondence and complaint handling in a government or health setting.
Ability to communicate complex information to non-scientific audiences.

Responsibilities

Provide timely responses to public enquiries and complaints.
Maintain effective working relationships with internal and external stakeholders.
Support delivery of reactive enquiries service during major incidents.

Skills

Communication

Organizational Skills

Problem Solving

Attention to Detail

Tools

Microsoft Office Suite

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Birmingham, Leeds, Liverpool, London- Canary Wharf (Core HQs)

Job Summary

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Positioned in the Communications Directorate, the Parliamentary and Public Accountability Team (PPAT), provides a centralised service working directly with requesters, regulators, OGD’s Ministers’ offices and Parliament in the delivery of UKHSA’s obligations with respect to requests received from Parliament and the public. The Enquiries & Complaints team forms an integral part of PPAT and operates a high volume, fast paced public facing service. Our work is often in response to high profile, live issues.

The team works collaboratively across UKHSA to provide a high-quality service to all of our customers in line with UKHSA’s values and our key performance indicators. We are inclusive, insightful and impactful in our work.

Job Description

You will be responsible for providing a high standard of quality and timely responses to both enquiries and complaints received from members of the public.

You will regularly engage with staff at all levels in UKHSA and will need to establish and maintain effective working relationships with staff and across government departments. In ensuring that UKHSA's responses to requests are timely and accurate, you will work with the organisation's scientists, clinicians and technical staff and will be able to take complex scientific and technical information and be able to adapt it for a wide range of audiences.

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

The postholder is responsible for operating a high-quality correspondence, enquiries and complaints service for UKHSA stakeholders, including members of the public, healthcare professionals and government departments.

The postholder will have regular contact with staff at all levels across UKHSA and will need to establish and maintain efficient and effective working relationships with both internal and external stakeholders.

In ensuring that UKHSA’s responses are timely and accurate, the postholder will work with the organisation’s scientists and will be able to take complex scientific and technical information and be able to adapt it for a wide range of audiences.

The postholder will support the delivery of a reactive enquiries service to major incidents. The postholder will liaise with colleagues in the communications team and Health Protection directorate to ensure that UKHSA’s responses in these situations are authoritative, clear and entirely consistent with our messaging at both national and local levels.

The postholder will support the delivery of a complaints service, providing responses that are in line with the Parliamentary and Health Service Ombudsman (PHSO) good complaint handling guide.

The postholder will support the business of the team through undertaking activities relating to reporting, engagement, continuous improvement, learning and development and wellbeing.

The postholder will follow the set approval processes and will notify colleagues of any correspondence that could impact on their work.

Detailed Job Description And Main Responsibilities:

Operate an enquiries and complaints service that satisfies government requirements to answer correspondence from UKHSA’s wide range of stakeholders.
Produce draft responses to correspondence using information gained from a wide range of sources, i.e. subject experts, UKHSA publications.
Investigate and respond to complaints in line with the Parliamentary and Health Ombudsman Guide to Good Complaint Handling.
Assisting in the editing of complex contributions from scientists, subject leads and senior members of staff, to the extent that they are appropriate for a lay audience.
Regularly review with the team what worked well and what didn’t, ensuring best practices are embedded and shared.
Work with colleagues across UKHSA and the wider health system to ensure consistent public messaging during outbreak situations.
Maintain a comprehensive accurate record of figures, subject areas and complexity level of enquiries and complaints received by UKHSA and a record of responses received and sent.
Assist in the compilation of regular monthly and quarterly statistical reports from the data held on general enquiries and complaints.
Monitor levels and nature of correspondence associated with various marketing campaigns.
Assist in maintaining and regularly updating content for the Public Accountability section of the intranet.

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

You will be responsible for providing a high standard of quality and timely responses to both enquiries and complaints received from members of the public.

You will regularly engage with staff at all levels in UKHSA and will need to establish and maintain effective working relationships with staff and across government departments. In ensuring that UKHSA's responses to requests are timely and accurate, you will work with the organisation's scientists, clinicians and technical staff and will be able to take complex scientific and technical information and be able to adapt it for a wide range of audiences.

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

The postholder is responsible for operating a high-quality correspondence, enquiries and complaints service for UKHSA stakeholders, including members of the public, healthcare professionals and government departments.

The postholder will have regular contact with staff at all levels across UKHSA and will need to establish and maintain efficient and effective working relationships with both internal and external stakeholders.

In ensuring that UKHSA’s responses are timely and accurate, the postholder will work with the organisation’s scientists and will be able to take complex scientific and technical information and be able to adapt it for a wide range of audiences.

The postholder will support the delivery of a reactive enquiries service to major incidents. The postholder will liaise with colleagues in the communications team and Health Protection directorate to ensure that UKHSA’s responses in these situations are authoritative, clear and entirely consistent with our messaging at both national and local levels.

The postholder will support the delivery of a complaints service, providing responses that are in line with the Parliamentary and Health Service Ombudsman (PHSO) good complaint handling guide.

The postholder will support the business of the team through undertaking activities relating to reporting, engagement, continuous improvement, learning and development and wellbeing.

The postholder will follow the set approval processes and will notify colleagues of any correspondence that could impact on their work.

Detailed Job Description And Main Responsibilities:

Operate an enquiries and complaints service that satisfies government requirements to answer correspondence from UKHSA’s wide range of stakeholders.
Produce draft responses to correspondence using information gained from a wide range of sources, i.e. subject experts, UKHSA publications.
Investigate and respond to complaints in line with the Parliamentary and Health Ombudsman Guide to Good Complaint Handling.
Assisting in the editing of complex contributions from scientists, subject leads and senior members of staff, to the extent that they are appropriate for a lay audience.
Regularly review with the team what worked well and what didn’t, ensuring best practices are embedded and shared.
Work with colleagues across UKHSA and the wider health system to ensure consistent public messaging during outbreak situations.
Maintain a comprehensive accurate record of figures, subject areas and complexity level of enquiries and complaints received by UKHSA and a record of responses received and sent.
Assist in the compilation of regular monthly and quarterly statistical reports from the data held on general enquiries and complaints.
Monitor levels and nature of correspondence associated with various marketing campaigns.
Assist in maintaining and regularly updating content for the Public Accountability section of the intranet.

Experience of working in a correspondence and/or complaint handling service area in a government setting and/or health related policy area;
Ability to work at pace on a range of competing priorities, whilst remaining calm under pressure and demonstrating a high level of resilience;
Attention to detail, strong organisational skills to ensure accurate record keeping and compliance with procedures;
Excellent communication and interpersonal skills with the ability to build trust with stakeholders to achieve goals;
Written communication: highly literate, able to draft clear and well-structured responses and reports, accurate use of grammar, spelling and punctuation, advanced editing skills;
Ability to use initiative and be proactive to identify solutions and resolve complaints effectively;
Ability to solve problems and escalate issues to Senior Leadership Team when necessary;
Good interpersonal skills and the ability to work effectively as part of a team, co-operating with and supporting colleagues;
Ability to communicate complex legal, scientific and technical information to a non-scientific audience;
Excellent IT skills – Microsoft Office Suite;
Equality and diversity - an understanding of and commitment to equality of opportunity and good working relationships, both in terms of day-to-day working practices, but also in relation to management systems.

Alongside your salary of £31,997, UK Health Security Agency contributes £9,269 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Learning and development tailored to your role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Civil Service pension with an employer contribution of 28.97%

Selection process details

Stage 1: Application & Sift

Success Profiles

You Will Be Required To Complete An Application Form. You Will Be Assessed On The Listed 11 Essential Criteria, And This Will Be In The Form Of A:

Application form (‘Employer/ Activity history’ section on the application)
500 word Statement of Suitability.

This should outline how your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria.

The Application form and Statement of Suitability will be marked together.

Longlisting: In the event of a large number of applications we will longlist into 3 piles of:

Meets all essential criteria
Meets some essential criteria
Meets no essential criteria

The pile 'meets all essential criteria' will proceed to shortlisting stage.

Shortlisting: In the event of a large number of applications we will shortlist on the lead criteria of:

Experience of working in a correspondence and/or complaint handling service area in a government setting and/or health related policy area;
Written communication: highly literate, able to draft clear and well-structured responses and reports, accurate use of grammar, spelling and punctuation, advanced editing skills.

If you are successful at this stage, you will progress to interview & assessment.

Please do not exceed 500 words. We will not consider any words over and above this number.

Feedback will not be provided at this stage.

Stage 2: Interview

Success Profiles

You will be invited to a single remote interview.

Behaviours and experience will be tested at interview.

The Behaviours Tested During The Interview Stage Will Be:

Managing a Quality Service (lead behaviour)
Delivering at Pace
Communicating and Influencing
Working Together

Interviews dates to be confirmed.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Selection Process

Please note you will not be able to upload your CV. You must complete the application form in as much detail as possible. Please do not email us your CV.

Eligibility Criteria

External- open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).

Location

This role is being offered as hybrid working based at any of our Core HQ’s. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, averaged over a month) working at one of UKHSA's core HQ’s (Birmingham, Leeds, Liverpool, and London- Canary Wharf).

Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security Clearance Level Requirement

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.

Reasonable Adjustments

The Civil Service is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, we will consider any reasonable adjustments that could help you. An adjustment is a change to the recruitment process or an adjustment at work. This is separate to the Disability Confident Scheme. If you need an adjustment to be made at any point during the recruitment process you should contact the recruitment team in confidence as soon as possible to discuss your needs.

You can find out more information about reasonable adjustments across the Civil Service here: https://www.civil-service-careers.gov.uk/reasonable-adjustments/

International Police check

If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period.

Artificial Intelligence (AI)

Your application may be rejected and/or you may be subject to disciplinary action if evidence of plagiarism is detected. Examples of plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence (AI), as your own.

Internal Fraud check

If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be checked against the Cabinet Office Internal Fraud Hub and anyone included on the database will be refused employment unless they can show exceptional circumstances. Currently this is only for External candidates to the Civil Service.

Careers website

Please visit our careers site for more information https://gov.uk/ukhsa/careers

Feedback will only be provided if you attend an interview or assessment.

Security

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

Name : Lisa Tweedie
Email : lisa.tweedie@ukhsa.gov.uk

Recruitment team

Email : recruitment@ukhsa.gov.uk

Further information

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email: Complaints@ukhsa.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website: https://civilservicecommission.independent.gov.uk

http://www.healthjobsuk.com/vacancy/7196493

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Hospitals and Health Care

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