About this role
Job summary
Are you organised, calm under pressure, and passionate about helping people across West Yorkshire? Do you thrive in a busy environment where no two days are the same? If you bring empathy, accuracy and resilience to your work, we'd love to hear 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 three Customer 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 need help navigating the NHS, raising a concern or finding the right service. You'll listen, guide, signpost and record information accurately, working with professionalism, kindness and patience even when situations are sensitive or emotional. The contractual base for all posts is Scorex House, Bradford, BD1 4AS.
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 escalate 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 description
Job responsibilities
The postholder will provide high-quality customer service and administrative support within the Communications, Involvement and Feedback team. Key responsibilities include responding to public enquiries by telephone, email and in writing; providing accurate information and signposting; handling straightforward concerns and escalating complex matters; maintaining accurate records; preparing correspondence and reports; supporting meetings; and maintaining filing systems in accordance with data protection requirements. The role requires excellent written and verbal communication, empathy and professionalism when dealing with sensitive situations, strong organisation and attention to detail, and confidence using Microsoft Office.
Person Specification
Skills and competences
Essential
- 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
Essential
- Experience in a customer-facing role, handling enquiries and providing information.
- Experience in an administrative support role.
- Experience working with confidential or sensitive information.
Desirable
- Sound understanding of the governance responsibilities of statutory organisations.
Knowledge and understanding
Essential
- Working knowledge of relevant legislation.
Qualifications
Essential
- Educated to A-level standard or equivalent vocational qualification/experience and knowledge.
Employer details
Employer name
NHS West Yorkshire Integrated Care Board
Address
NHS West Yorkshire ICB
Scorex House West
1 Bolton Road
BRADFORD
West Yorkshire
BD1 4AS
United Kingdom
Employer's website
http://www.westyorkshire.icb.nhs.uk (Opens in a new tab)