Job responsibilities
Complaints Officer
- Undertake the accurate and timely investigation and resolution to individual feedback, complaints and MP enquiries regarding National Response Operations activity.
- Liaise with colleagues in Training & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
- Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity
Operational Support Officer
- Ordering Test Kits
- Monitoring team email inboxes/calendars, meeting administration and reporting
- Maintaining data bases, monitoring data flows including GDPR compliance
- Producing performance packs with stakeholder engagement and analysing performance data
- Liaise with colleagues in Training & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
- Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity
General Operations
- Support the development of systems and procedures where necessary to ensure efficiency, quality and cost effectiveness across the business support and administration function.
- Participate in relevant internal working groups/projects, services and initiatives across the organisation representing the Team or Division
- Provide cover as directed by line manager for other members of the team in their absence and assist with their workloads as necessary.
- Develop and maintain stakeholder relationships at all levels
- Work collaboratively across teams and functions, and across the organisation
- Take responsibility for the promotion of wellbeing across the division by role modelling positive and inclusive leadership and contributing actively to the creation of a supportive culture
- The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of UKHSA.
- As a Category 1 responder under the Civil Contingencies Act 2004, UKHSA has a set of civil protection responsibilities which it must fulfil in the response to any emergency or major incident. Staff may be asked to contribute to the preparedness for and response to major incidents and emergencies (as defined in the UKHSA Concept of Operations) as required.
The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager.Essential criteria:
- Significant administrative experience including developing, and maintaining office systems, including handling sensitive information
- Experience of organising meetings and producing supporting paperwork including agendas and taking minutes/actions
- Experience of working as part of a team to achieve a common goal
- Experience of working in a customer focused environment
- IT skills including advanced Microsoft Office experience (all areas)
- Ability to develop and maintain constructive relationships with all professional disciplines
- Excellent communication (written and verbal) skills, with the ability to adapt their communication style to the audience
- Experience in managing performance in challenging circumstances. Able to demonstrate persistence and resilience, despite obstacles and setbacks.
- An understanding of and commitment to equality of opportunity and good working relationships.
- Ability to work without direct supervision working to tight and often changing timescales
- Promote diversity, inclusion and equality of opportunity, respecting difference, and external experience.
Desirable criteria:
- Experience of working with outsourced suppliers using commercial and contractual knowledge to maintain and improve performance
Selection ProcessDetails
This vacancy is using SuccessProfiles and will assess your Behaviours, Strengths, Ability and Experience.
Stage 1: Application & Sift
You willbe requiredto complete an application form. You will be assessed onthe listed11essentialcriteria,and this will be in the form ofa:
This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria. You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.
Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 500 words. We will not consider any words over 500 words.
Longlisting:In the event ofa large number ofapplicationswe may longlist into 3 piles of:
If used, the pile Meets all essential criteria will proceed to shortlisting.
Shortlisting:In the event ofa large number ofapplications we may conductan initial sift, on the lead criteria of:
- Significant administrative experience including developing, and maintaining office systems, including handling sensitive information
Desirable criteria may be usedin the event ofa large number ofapplications/largeamountof successful candidates.
If you are successful at this stage, you will progress to interview & assessment.
Feedback will not be provided at this stage.
Stage 2:Interview
You will be invited to a single remote interview.
Behaviours, Strengths, Ability and Experience, willbe tested at interview.
The Behaviours tested during the interview stage will be:
- Communicating and Influencing (Lead)
- Working Together
- Changing and Improving
- Managing a Quality Service
Interviewsdates 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.
Location
This role is being offered as hybrid working based at any of our Core HQs. 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 HQs (Birmingham, Leeds, Liverpool, and London).
Our core HQ offices are modern and newly refurbished with excellent city centretransport links and 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 pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can beappointed. The level of security needed is Basic Personnel Security Standard
Eligibility Criteria
External: Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).
Salary Information
If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary.
Pay increases are through the relevant annual pay award for the role and terms.
Executive Officer (EO)
- £28,547- £33,196 (National)
- £30,441-£35,576 (Outer London)
- £32,624-£37,737 (Inner London)
Please be aware that the salary is based on the office location.
