Patient Contact Officer
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NHS Northamptonshire Integrated Care Board Patient Contact Officer
The closing date is 08 November 2026
Job summary
Reporting to the Corporate Governance Lead Officer, the Patient Experience Officer will support the delivery of a managed and co-ordinated approach to Patient Advice and Liaison, Complaints and Freedom of Information Services.
Main duties of the job
The postholder will provide effective project and administrative support, ensuring effective governance, accurate documentation completion and retention, action tracking and ongoing communication.
About us
Working for our Integrated Care Boards will require you contributing to a shared purpose of improving outcomes for the communities we serve as part of a wider health and social care system. The organisation's ethos is rooted in integrity, collaboration and accountability, with a strong focus on putting its patient population at the centre of everything it does and delivering services to improve patient outcomes, patient experience and added years of optimised health. As part of the newly formed cluster bringing together NHS Northamptonshire ICB and NHS Leicester, Leicestershire and Rutland ICB, staff are expected to work flexibly and collaboratively across organisational boundaries to support a joined-up approach to strategic commissioning and service improvement. There is an expectation of 40% on patch working, with office bases at County Hall, Glenfield, Leicester and Haylock House, Kettering. Staff can choose which office is their primary base for contractual purposes and travel claims.
This role will require a minimum of 2 days 'on patch' working in Leicestershire, Northamptonshire and Rutland in our 2 main offices or partner sites
Details
Date posted
27 October 2026
Pay scheme
Agenda for change
Band
Band 6
Salary
£39,959 to £48,117 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
086-8215892-B
Job locations
County Hall
Room G30, Pen Lloyd Building, County Hall
Leicester
LE3 8TB
United Kingdom
Job description
Job responsibilities
Support delivery of the NHS Strategic Commissioning Framework and LNR Operating Model.As part of an integrated PALS and FOI function the postholder will act as the first point of contact for the public and deliver professional and timely support for enquiries, feedback and complaints, including MP enquiries and Freedom of Information requests.Be responsible for the daily review of enquiries/ requests received both, managing these appropriately in line with policies and proceduresAdminister and maintain an effective information management system which enables the accurate recording, tracking and review of correspondence / engagements relating to enquiries, complaints, MP correspondence and Freedom of Information (FOI) requests.Review, maintain and oversee compliance with legal, statutory and regulatory requirements relating to the function. Where necessary escalating to Senior Management to maintain compliance.Maintain an up-to-date register of organisational subject matter experts/ owners to ensure enquiries are filter to and reach the appropriate colleagues without undue delay. Ensure strong customer-focused approach to ensure positive patient and public experience.
Job description
Job responsibilities
Support delivery of the NHS Strategic Commissioning Framework and LNR Operating Model.As part of an integrated PALS and FOI function the postholder will act as the first point of contact for the public and deliver professional and timely support for enquiries, feedback and complaints, including MP enquiries and Freedom of Information requests.Be responsible for the daily review of enquiries/ requests received both, managing these appropriately in line with policies and proceduresAdminister and maintain an effective information management system which enables the accurate recording, tracking and review of correspondence / engagements relating to enquiries, complaints, MP correspondence and Freedom of Information (FOI) requests.Review, maintain and oversee compliance with legal, statutory and regulatory requirements relating to the function. Where necessary escalating to Senior Management to maintain compliance.Maintain an up-to-date register of organisational subject matter experts/ owners to ensure enquiries are filter to and reach the appropriate colleagues without undue delay. Ensure strong customer-focused approach to ensure positive patient and public experience.
Person Specification
Knowledge, Training and Experience
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Evidence of continuing professional development
- Demonstrated experience of coordinating projects in complex and challenging environments
- Understanding of the public sector
- Demonstrated experience in a Healthcare environment
- Comprehensive knowledge of project principles, techniques, and tools, such as Prince 2 Foundation and Microsoft Project
Desirable
- Previous experience in similar role in public sector
- A good understanding of the health and social care environment and roles and responsibilities within it
Communication Skills
Essential
- Clear communicator with excellent writing, report writing and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences
- Evidence of success in efficient and effective project and programme management
- Skills for communication on complex matters and difficult situations, requiring persuasion and influence.
- Skills for nurturing key relationships and maintaining networks
Analytical
Essential
- Ability to analyse and interpret information, pre-empt and evaluate issues, and recommend an appropriate course of action to address the issues
- Problem solving skills and ability to respond to sudden unexpected demands
- Strategic thinking - ability to anticipate
- Attention to detail combined with the ability to extract key messages from complex analysis
- Independent thinker with demonstrated good judgement, problem-solving and analytical skills
- Takes decisions on difficult and contentious issues where they may be a number of courses of action.
Planning Skills
Essential
- Skills for project management
- Previous experience in project management and planning
Autonomy
Essential
- Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales
Management Skills
Essential
- Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support
- Skills for managing projects ensuring they meet financial targets
Physical Skills
Essential
- Skills for manipulating information
- Intermediate keyboard skills
Equality and Diversity
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
Knowledge, Training and Experience
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Evidence of continuing professional development
- Demonstrated experience of coordinating projects in complex and challenging environments
- Understanding of the public sector
- Demonstrated experience in a Healthcare environment
- Comprehensive knowledge of project principles, techniques, and tools, such as Prince 2 Foundation and Microsoft Project
Desirable
- Previous experience in similar role in public sector
- A good understanding of the health and social care environment and roles and responsibilities within it
Communication Skills
Essential
- Clear communicator with excellent writing, report writing and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences
- Evidence of success in efficient and effective project and programme management
- Skills for communication on complex matters and difficult situations, requiring persuasion and influence.
- Skills for nurturing key relationships and maintaining networks
Analytical
Essential
- Ability to analyse and interpret information, pre-empt and evaluate issues, and recommend an appropriate course of action to address the issues
- Problem solving skills and ability to respond to sudden unexpected demands
- Strategic thinking - ability to anticipate
- Attention to detail combined with the ability to extract key messages from complex analysis
- Independent thinker with demonstrated good judgement, problem-solving and analytical skills
- Takes decisions on difficult and contentious issues where they may be a number of courses of action.
Planning Skills
Essential
- Skills for project management
- Previous experience in project management and planning
Autonomy
Essential
- Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales
Management Skills
Essential
- Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support
- Skills for managing projects ensuring they meet financial targets
Physical Skills
Essential
- Skills for manipulating information
- Intermediate keyboard skills
Equality and Diversity
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
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 details
Employer name
NHS Northamptonshire Integrated Care Board
Address
County Hall
Room G30, Pen Lloyd Building, County Hall
Leicester
LE3 8TB
United Kingdom
Employer's website
https://www.icnorthamptonshire.org.uk/icb (Opens in a new tab)
Employer details
Employer name
NHS Northamptonshire Integrated Care Board
Address
County Hall
Room G30, Pen Lloyd Building, County Hall
Leicester
LE3 8TB
United Kingdom
Employer's website
https://www.icnorthamptonshire.org.uk/icb (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Corporate Governance Lead Officer
Kalpna Mistry
Details
Date posted
27 October 2026
Pay scheme
Agenda for change
Band
Band 6
Salary
£39,959 to £48,117 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
086-8215892-B
Job locations
County Hall
Room G30, Pen Lloyd Building, County Hall
Leicester
LE3 8TB
United Kingdom
Supporting documents
Privacy notice
NHS Northamptonshire Integrated Care Board's privacy notice (opens in a new tab)
Support links
© Crown copyright
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