Job summary
Join Essex Integrated Care Board (ICB) as a senior leader shaping the future of patient experience and complaints across a system serving 2 million people. This pivotal role offers the opportunity to influence strategy, embed best practice, and ensure that patient voices directly drive improvement across health and care services.
You will lead the development and oversight of complaints and patient experience frameworks, provide expert governance and legal advice, and work closely with providers, MPs, the Parliamentary and Health Service Ombudsman, and system stakeholders. Your insights will inform commissioning, quality improvement, and organisational decision-making, ensuring equitable and high-quality care for all communities.
This is a chance to join a dynamic, evolving organisation at a time of transformational change, where your leadership will directly shape how the ICB listens, responds, and learns from patient experience. You will contribute to system-wide improvements, foster partnerships across health and care, and support the delivery of NHS priorities from prevention to community-based care and digital innovation.
If you are a strategic, analytical, and collaborative professional with a legal qualification and experience in complaints handling, governance, or patient experience leadership, this role offers a unique opportunity to make a tangible difference at scale.
If you would like a further discussion, please do not hesitate to contact : nataliehammond@nhs.net
Main duties of the job
This role will sit within the Nursing Directorate and will provide strategic leadership, legal oversight, and performance assurance in relation to patient experience and complaints across the system.
The postholder will:
Lead the development and oversight of complaints and patient experience performance frameworks
Ensure intelligence from complaints and patient experience is robust, consistent, and used to inform commissioning and quality improvement
Provide expert legal and governance advice in relation to:
Parliamentary and Health Service Ombudsman (PHSO) cases
Member of Parliament (MP) enquiries
Complex complaints and litigation risk
Court of Protection matters, particularly in relation to All Age Continuing Care
The role requires strong partnership working across providers, commissioned and contracted services for patient experience and complaint handling as well as system stakeholders, ensuring that complaints and patient experience are used as a strategic driver for improvement, equity, and system transformation. Working constructively with internal and external stakeholders on contentious issues is a key aspect of the role. This role will build strong links with policy leads and professional bodies, influencing the development of patient experience ensuring best practice is consistently applied across the system.
Full details about the role can be found on the attached Job Description.
Interviews will be held on 27/28 April 2026
About us
NHS Essex ICB is a statutory organisation responsible for the planning and funding of NHS services for around 1.9 million people across Essex. Our role as an ICB is to bring health and care services together, improve the health and wellbeing of our population and ensure equitable access to services and outcome for everyone. The organisations headquarters is Seax House, Chelmsford, and we operate a hybrid working model (2 office-based days) that includes working across Essex and from home. Essex ICB currently has offices in Brentwood, Harlow and Colchester, in addition to the Chelmsford HQ.
We are committed to creating an inclusive workplace that values diversity. We know that different experiences, ideas and perspectives help create a stronger and more innovative organisation that delivers better outcomes for patients. We welcome applications from all backgrounds, including people of all ages, disabilities, sex, gender identity or expression, race or ethnicity, religion or belief, sexual orientation or personal circumstances. Our policies ensure all applicants are treated fairly and consistently throughout the recruitment process, including consideration of reasonable adjustments for disabled applicants.
Please note that the organisation does not hold a sponsorship licence.
Job description
Job responsibilities
ROLE PURPOSE / SUMMARY
The Essex Integrated Care Board (ICB) is a new organisation formed through the consolidation of three ICB areas in response to the NHSs ambition to deliver a more streamlined, strategic and cost-effective model of health commissioning. The ICB will oversee the commissioning of care for the approximately 2 million people who live in Essex. Operating within a reduced running cost envelope and aligned to the new requirements of ICBs in England, the ICB will focus on improving population health outcomes, health equity and smarter resource allocation.
This post will be part of the Nursing Directorate. By working together across team boundaries, streamlining processes, adopting new approaches and embracing new technology the directorate will deliver the highest quality statutory services for the ICB, creating the conditions for its success.
The postholder will work as part of the Nursing team to set and implement a long-term strategy for patient experience and complaint handling, embedding organisational aims and objectives within this framework. They will anticipate future requirements and develop procedures to ensure smooth transitions to evolving governance standards and regulatory changes.
This role will sit within the Nursing Directorate and will provide strategic leadership, legal oversight, and performance assurance in relation to patient experience and complaints across the system.
The postholder will:
- Lead the development and oversight of complaints and patient experience performance frameworks
- Ensure intelligence from complaints and patient experience is robust, consistent, and used to inform commissioning and quality improvement
- Provide expert legal and governance advice in relation to:
- Parliamentary and Health Service Ombudsman (PHSO) cases
- Member of Parliament (MP) enquiries
- Complex complaints and litigation risk
- Court of Protection matters, particularly in relation to All Age Continuing Care
The role requires strong partnership working across providers, commissioned and contracted services for patient experience and complaints handling as well as system stakeholders, ensuring that complaints and patient experience are used as a strategic driver for improvement, equity, and system transformation. Working constructively with internal and external stakeholders on contentious issues is a key aspect of the role. This role will build strong links with policy leads and professional bodies, influencing the development of patient experience ensuring best practice is consistently applied across the system.
As the ICB transitions to become a leaner, more focused strategic commissioning organisation the post holder will be expected to support the Essex ICB in delivering on the three fundamental shifts set out in the NHS 10-year plan:
- From Treatment to Prevention: Embedding preventative, personalised and population based approaches to commissioning.
- From Hospital to Community: Championing care model redesign that supports community and neighbourhood health.
- From Analogue to Digital: Enabling clinically driven transformation through digital innovation, data analytics and evidence based improvement.
KEY DUTIES AND RESPONSIBILITIES
To deliver on the job description set out above, the job holder will be expected to deliver on the requirements set out below:
Policy and service development
- Lead development and implementation of system-wide policies relating to patient experience and complaints]
- Ensure compliance with NHS complaints regulations and relevant legal frameworks
- Develop standardised approaches to complaints handling quality, performance, and reporting across providers and E-East
- Use research, benchmarking, and best practice to inform continuous improvement
Strategy and analysis
- Analyse complex qualitative and quantitative data relating to complaints and patient experience
- Identify themes, trends, risks, and inequalities across the system
- Triangulate complaints intelligence with: Quality and safety data Safeguarding information Commissioning intelligence
- Translate analysis into actionable insights to inform decision-making
- Produce high-quality reports and briefings for senior leadership, committees, and external stakeholders
- Support the use of Population Health Management approaches to understand variation in experience
Planning and organisation
- Develop and deliver work programmes relating to complaints performance and patient experience assurance
- Manage competing priorities across strategic, operational, and reactive work
- Ensure robust governance, risk management, and reporting arrangements
- Maintain accurate records and audit trails, particularly for complex and high-risk cases
- Support delivery of the business plan for the patient experience and quality function
Communications and Partnerships
- Act as a key point of contact for complex and sensitive complaints and experience matters
- Lead coordination and quality assurance of responses to: Parliamentary and Health Service Ombudsman (PHSO) Member of Parliament (MP) enquiries
- Communicate highly complex, sensitive, and contentious information to a wide range of stakeholders
- Build strong relationships with NHS providers E-East complaints function Legal teams Healthwatch and advocacy services
- Present reports, insights, and training to a range of audiences
- Manage conflict and negotiate outcomes in complex and high-profile cases
Legal Oversight and Governance
- Provide expert legal advice in relation to complaints handling and patient experience
- Assess and manage legal risk associated with complaints and experience cases
- Lead on Court of Protection considerations, particularly for All Age Continuing Care
- Ensure all formal responses (PHSO, MP, legal correspondence) Legally robust Evidence-based Compliant with statutory requirements
- Support organisational compliance with: NHS Complaints Regulations Data protection and confidentiality requirements
- Contribute to governance processes, risk registers, and assurance frameworks
Financial and resource management
- Contribute to the effective use of resources within the function
- Support commissioning and procurement processes where relevant to patient experience
- Ensure value for money in delivery of service improvements
Team management and capability building
- Provide leadership and professional expertise within the function
- Support development of staff capability in complaints handling and patient experience
- Contribute to training and development programmes across the system
- Support transition to new operating models in line with the ICB Blueprint
- Promote a culture of learning, improvement, and accountability
Other
- Able to use initiative and work independently as needed to deliver on requirements of the role
- Primarily desk-based work that requires use of visual display units, focused concentration and frequent participation in on-line or in person meetings
- Able to use software required to develop report, including ability to deliver high quality documents through Microsoft suite (word, power point, excel)
Flexibility and evolving responsibilities
As the ICB continues to evolve, portfolios may be subject to change to reflect the needs of the organization, the health and care system and national policy direction. This may include adjustments to areas of responsibility or realignment of reporting structures.
KEY RELATIONSHIPS
The post holder will need to build constructive relationships with partners from across the health and care system. Key relationships will be with:
- ICB Executive and Senior Leadership Teams
- NHS Providers and Independent Sector Organisations
- Contracted Complaints Function
- Parliamentary and Health Service Ombudsman
- Members of Parliament and their offices
- Healthwatch and advocacy organisations
- Legal, safeguarding, and governance teams
- NHS England regional and national teams
Job description
Job responsibilities
ROLE PURPOSE / SUMMARY
The Essex Integrated Care Board (ICB) is a new organisation formed through the consolidation of three ICB areas in response to the NHSs ambition to deliver a more streamlined, strategic and cost-effective model of health commissioning. The ICB will oversee the commissioning of care for the approximately 2 million people who live in Essex. Operating within a reduced running cost envelope and aligned to the new requirements of ICBs in England, the ICB will focus on improving population health outcomes, health equity and smarter resource allocation.
This post will be part of the Nursing Directorate. By working together across team boundaries, streamlining processes, adopting new approaches and embracing new technology the directorate will deliver the highest quality statutory services for the ICB, creating the conditions for its success.
The postholder will work as part of the Nursing team to set and implement a long-term strategy for patient experience and complaint handling, embedding organisational aims and objectives within this framework. They will anticipate future requirements and develop procedures to ensure smooth transitions to evolving governance standards and regulatory changes.
This role will sit within the Nursing Directorate and will provide strategic leadership, legal oversight, and performance assurance in relation to patient experience and complaints across the system.
The postholder will:
- Lead the development and oversight of complaints and patient experience performance frameworks
- Ensure intelligence from complaints and patient experience is robust, consistent, and used to inform commissioning and quality improvement
- Provide expert legal and governance advice in relation to:
- Parliamentary and Health Service Ombudsman (PHSO) cases
- Member of Parliament (MP) enquiries
- Complex complaints and litigation risk
- Court of Protection matters, particularly in relation to All Age Continuing Care
The role requires strong partnership working across providers, commissioned and contracted services for patient experience and complaints handling as well as system stakeholders, ensuring that complaints and patient experience are used as a strategic driver for improvement, equity, and system transformation. Working constructively with internal and external stakeholders on contentious issues is a key aspect of the role. This role will build strong links with policy leads and professional bodies, influencing the development of patient experience ensuring best practice is consistently applied across the system.
As the ICB transitions to become a leaner, more focused strategic commissioning organisation the post holder will be expected to support the Essex ICB in delivering on the three fundamental shifts set out in the NHS 10-year plan:
- From Treatment to Prevention: Embedding preventative, personalised and population based approaches to commissioning.
- From Hospital to Community: Championing care model redesign that supports community and neighbourhood health.
- From Analogue to Digital: Enabling clinically driven transformation through digital innovation, data analytics and evidence based improvement.
KEY DUTIES AND RESPONSIBILITIES
To deliver on the job description set out above, the job holder will be expected to deliver on the requirements set out below:
Policy and service development
- Lead development and implementation of system-wide policies relating to patient experience and complaints]
- Ensure compliance with NHS complaints regulations and relevant legal frameworks
- Develop standardised approaches to complaints handling quality, performance, and reporting across providers and E-East
- Use research, benchmarking, and best practice to inform continuous improvement
Strategy and analysis
- Analyse complex qualitative and quantitative data relating to complaints and patient experience
- Identify themes, trends, risks, and inequalities across the system
- Triangulate complaints intelligence with: Quality and safety data Safeguarding information Commissioning intelligence
- Translate analysis into actionable insights to inform decision-making
- Produce high-quality reports and briefings for senior leadership, committees, and external stakeholders
- Support the use of Population Health Management approaches to understand variation in experience
Planning and organisation
- Develop and deliver work programmes relating to complaints performance and patient experience assurance
- Manage competing priorities across strategic, operational, and reactive work
- Ensure robust governance, risk management, and reporting arrangements
- Maintain accurate records and audit trails, particularly for complex and high-risk cases
- Support delivery of the business plan for the patient experience and quality function
Communications and Partnerships
- Act as a key point of contact for complex and sensitive complaints and experience matters
- Lead coordination and quality assurance of responses to: Parliamentary and Health Service Ombudsman (PHSO) Member of Parliament (MP) enquiries
- Communicate highly complex, sensitive, and contentious information to a wide range of stakeholders
- Build strong relationships with NHS providers E-East complaints function Legal teams Healthwatch and advocacy services
- Present reports, insights, and training to a range of audiences
- Manage conflict and negotiate outcomes in complex and high-profile cases
Legal Oversight and Governance
- Provide expert legal advice in relation to complaints handling and patient experience
- Assess and manage legal risk associated with complaints and experience cases
- Lead on Court of Protection considerations, particularly for All Age Continuing Care
- Ensure all formal responses (PHSO, MP, legal correspondence) Legally robust Evidence-based Compliant with statutory requirements
- Support organisational compliance with: NHS Complaints Regulations Data protection and confidentiality requirements
- Contribute to governance processes, risk registers, and assurance frameworks
Financial and resource management
- Contribute to the effective use of resources within the function
- Support commissioning and procurement processes where relevant to patient experience
- Ensure value for money in delivery of service improvements
Team management and capability building
- Provide leadership and professional expertise within the function
- Support development of staff capability in complaints handling and patient experience
- Contribute to training and development programmes across the system
- Support transition to new operating models in line with the ICB Blueprint
- Promote a culture of learning, improvement, and accountability
Other
- Able to use initiative and work independently as needed to deliver on requirements of the role
- Primarily desk-based work that requires use of visual display units, focused concentration and frequent participation in on-line or in person meetings
- Able to use software required to develop report, including ability to deliver high quality documents through Microsoft suite (word, power point, excel)
Flexibility and evolving responsibilities
As the ICB continues to evolve, portfolios may be subject to change to reflect the needs of the organization, the health and care system and national policy direction. This may include adjustments to areas of responsibility or realignment of reporting structures.
KEY RELATIONSHIPS
The post holder will need to build constructive relationships with partners from across the health and care system. Key relationships will be with:
- ICB Executive and Senior Leadership Teams
- NHS Providers and Independent Sector Organisations
- Contracted Complaints Function
- Parliamentary and Health Service Ombudsman
- Members of Parliament and their offices
- Healthwatch and advocacy organisations
- Legal, safeguarding, and governance teams
- NHS England regional and national teams
Person Specification
Strategy and Analysis
Essential
- A good understanding of current health and social care national aims and policy, and other determinants that impact on healthcare provision
- Experience using analytical and problem-solving skills to address complex problems, ability to recognise policy implications and how to manage potential competing priorities / interests in developing strategies
- Good data analysis and interpretation skills involving highly complex data, including an understanding of analytical methods and how to use data to support Population Health Management Y A I
- Able to translate complex information into clear communications for a range of audiences, including to deliver effective reports to senior leadership
- Experience scoping and delivering effective evaluations of projects and interventions, including understanding relevant data and evaluation tools and methods for formal and informal evaluations
- Experience using proven programme service development and project management methodologies to ensure delivery
- Enthusiasm for and experience of championing the critical role of technology and digitalisation in improving the efficiency and effectiveness of healthcare delivery and associated outcomes
- Able to use research and innovation effectively to improve outcomes
Experience
Essential
- Senior experience in complaints and or contractual management within NHS or relevant sector
- Experience of leading and managing project in relevant commissioning functions as outlined in the ICB model blueprint
- Experience managing complex, high-risk and sensitive cases
- Experience managing complex and often confidential information, including supporting responses to media and political inquiries
- Experience of delivering complex and contentious change and transformation projects
- Knowledge of the health, care and local government landscape, including relevant legislation, policies and guidance, and an understanding of the social determinants of public health
- Experience managing budgets to deliver corporate requirements and within health and care financial frameworks
- Uses technology to effectively plan work and evaluate effectiveness through audits
Personal Attributes and Values
Essential
- Personal commitment to the values of the NHS 10-year Plan, the NHS People Plan, the Nolan Principles, to championing equality, diversity and inclusion within the ICB and the wide health system
- Demonstrates professionalism, self-awareness and emotional intelligence, with an understanding of own strengths and limitations
- Takes personal responsibility and works with a high level of integrity
- Excellent interpersonal and communication skills
- Able to work as part of a team and independently
- Able to adapt to different situations, influencing others and building credibility effectively
Qualifications
Essential
- Educated to Masters level (relevant focus) or equivalent managerial experience
- Law degree (LLB) or recognised paralegal qualification
- Evidence of sustained commitment to continuing professional development
People and Culture
Essential
- Experience in leading and motivating teams, including recognising and promoting talent, as well as appropriately dealing with under performance, when necessary
- Evidence of compassionate leadership and experience in promoting diversity, inclusion and equality of opportunity
- A commitment to continuous improvement, organisation learning and achieving positive outcomes for all staff, patients, service users and carers working in line with the NHS People Promise
Partnership and Communities
Essential
- Experience working across organisational boundaries in the development and delivery of projects
- Able to represent the organisation credibly and positively in internal and external meetings
- Experience working on projects that require cross-organisational collaboration, and an understanding of the concept and aims of whole system working
- Strong influencing and negotiation skills, challenging within areas of responsibility and escalating appropriately where necessary
Governance and Assurance
Essential
- Experience delivering projects that require collective decision- making and how to negotiate success in those situations
- A good understanding effective corporate governance and the route for decision making within the ICB
Person Specification
Strategy and Analysis
Essential
- A good understanding of current health and social care national aims and policy, and other determinants that impact on healthcare provision
- Experience using analytical and problem-solving skills to address complex problems, ability to recognise policy implications and how to manage potential competing priorities / interests in developing strategies
- Good data analysis and interpretation skills involving highly complex data, including an understanding of analytical methods and how to use data to support Population Health Management Y A I
- Able to translate complex information into clear communications for a range of audiences, including to deliver effective reports to senior leadership
- Experience scoping and delivering effective evaluations of projects and interventions, including understanding relevant data and evaluation tools and methods for formal and informal evaluations
- Experience using proven programme service development and project management methodologies to ensure delivery
- Enthusiasm for and experience of championing the critical role of technology and digitalisation in improving the efficiency and effectiveness of healthcare delivery and associated outcomes
- Able to use research and innovation effectively to improve outcomes
Experience
Essential
- Senior experience in complaints and or contractual management within NHS or relevant sector
- Experience of leading and managing project in relevant commissioning functions as outlined in the ICB model blueprint
- Experience managing complex, high-risk and sensitive cases
- Experience managing complex and often confidential information, including supporting responses to media and political inquiries
- Experience of delivering complex and contentious change and transformation projects
- Knowledge of the health, care and local government landscape, including relevant legislation, policies and guidance, and an understanding of the social determinants of public health
- Experience managing budgets to deliver corporate requirements and within health and care financial frameworks
- Uses technology to effectively plan work and evaluate effectiveness through audits
Personal Attributes and Values
Essential
- Personal commitment to the values of the NHS 10-year Plan, the NHS People Plan, the Nolan Principles, to championing equality, diversity and inclusion within the ICB and the wide health system
- Demonstrates professionalism, self-awareness and emotional intelligence, with an understanding of own strengths and limitations
- Takes personal responsibility and works with a high level of integrity
- Excellent interpersonal and communication skills
- Able to work as part of a team and independently
- Able to adapt to different situations, influencing others and building credibility effectively
Qualifications
Essential
- Educated to Masters level (relevant focus) or equivalent managerial experience
- Law degree (LLB) or recognised paralegal qualification
- Evidence of sustained commitment to continuing professional development
People and Culture
Essential
- Experience in leading and motivating teams, including recognising and promoting talent, as well as appropriately dealing with under performance, when necessary
- Evidence of compassionate leadership and experience in promoting diversity, inclusion and equality of opportunity
- A commitment to continuous improvement, organisation learning and achieving positive outcomes for all staff, patients, service users and carers working in line with the NHS People Promise
Partnership and Communities
Essential
- Experience working across organisational boundaries in the development and delivery of projects
- Able to represent the organisation credibly and positively in internal and external meetings
- Experience working on projects that require cross-organisational collaboration, and an understanding of the concept and aims of whole system working
- Strong influencing and negotiation skills, challenging within areas of responsibility and escalating appropriately where necessary
Governance and Assurance
Essential
- Experience delivering projects that require collective decision- making and how to negotiate success in those situations
- A good understanding effective corporate governance and the route for decision making within the ICB
