Enquiries & Complaints Lead

7 months ago

London, United Kingdom UK Health Security Agency Full time

**Details**:
**Reference number**:

- 351317**Salary**:

- £51,824 - £65,089**Job grade**:

- Grade 7**Contract type**:

- Permanent**Type of role**:

- Strategy**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Role available at all core and scientific locations with hybrid working available - Birmingham, Chilton, Leeds, Liverpool, London, Porton DownAbout the job

**Job summary**:
Strategy, Policy and Programmes Group sets the strategic direction for UKHSA, supports the organisation to deliver the business plan and evaluates performance of delivery.

Positioned in the Strategy Directorate, the Parliamentary and Public Accountability team provides a centralised service working directly with requesters, regulators, OGDs, Ministers’/CEO offices, Parliament and members of the public in the delivery of UKHSA’s obligations with respect to Parliament and the public. The team works collaboratively across the whole of UKHSA to provide a high-quality service to all of our customers in line with UKHSA’s values and our key performance indicators.

You will be responsible for leading the Enquiries & Complaints Team within the Parliamentary and Public Accountability Team, ensuring that UKHSA manages enquiries and complaints effectively and in line with the relevant standards. In doing so, you will play a key role in ensuring UKHSA is an organisation which is responsive to stakeholders and members of the public.

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

The post holder will lead the Enquiries & Complaints Team within the Parliamentary and Public Accountability Team, in its delivery of correspondence and complaints services and associated projects. The role includes:

- Leading, supporting and developing the team and processes to maintain UKHSA’s responsiveness to enquiries and complaints received by UKHSA, commissioning information from other parts of UKHSA and preparing responses, ensuring appropriate clearances are received prior to issue; and
- Ensuring the Enquiries & Complaints Team’s responses remain aligned with up to date guidance and policy positions through constant engagement and collaboration with teams across UKHSA
- Ensuring a high quality service is delivered in a sustained way which consistently meets organisational key performance indicators (KPIs)

In line with our work to increase cross-team working within the Parliamentary and Public Accountability Team, and to role model a one team ethos, the post holder will also be asked to undertake projects outside their immediate area of responsibility to support Information Rights and parliamentary work.

This is an excellent opportunity to lead a high performing team to deliver UKHSA’s complains and enquiries service and make a real impact.

**Job description**:
**Location**

**Role available at all core and scientific locations with hybrid working available**

Birmingham, Chilton, Leeds, Liverpool, London, Porton Down

The UK Health Security Agency (UKHSA) operates 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 locations (Birmingham, Leeds, Liverpool, and London). Specialist or regional roles will be based at the appropriate UKHSA site. For certain roles, some additional flexibility may be possible, which will be agreed upon with the hiring manager based on individual requirements and business needs.

*Please be aware that this role can only be worked from within the UK and not overseas. Relocation expenses are not available.*

**Working Pattern - **Full Time, Part Time, Job Share, Flexible Working.

**Responsibilities section**:
UKHSA’s Public Accountability team works to secure the trust and confidence of the public and ensure that the services we provide are consistent and seamless. The role is pivotal in managing reputational risk through maintaining up to date and consistent messaging across all types of correspondence and ensuring we respond in a helpful and positive way to complaints.

As **Enquiries & Complaints Lead** **your main responsibilities will include:

- Manage the delivery of UKHSA’s response to enquiries and complaints with clear, consistent and timely responses and act as liaison point for any further clarification or queries.
- Using their knowledge of complaints resolution practice, to lead the resolution of complaints within the processes and time f

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