Job summary
The Senior Lead, Complaints and Enquiries is responsible for leading the Integrated Care Board's (ICB) complaints, enquiries and patient experience functions, ensuring that the voices and experiences of patients, carers and the public inform service improvement and organisational learning.
Reporting to the Head of Corporate Governance, the post holder will provide strategic and operational leadership for the management of complaints, concerns, enquiries and correspondence received by the ICB. They will ensure that complaints are handled compassionately, fairly, consistently and in accordance with statutory requirements, NHS guidance and local policies.
The post holder will support the Board and its committees by providing assurance that the ICB is meeting its responsibilities in relation to complaints management, patient experience and learning from feedback. They will lead analysis of themes and trends arising from complaints, enquiries and patient feedback, ensuring lessons are identified and translated into improvements in the quality, safety and accessibility of services.
The role requires close collaboration with patients, providers, system partners, Members of Parliament, local councillors and other stakeholders to ensure concerns are addressed effectively, relationships are maintained and public confidence in the ICB is supported.
Main duties of the job
Driving transformation in the organisation with regard to the services we commission for the population as well as complaints.
Support the Corporate Governance team to ensure that the portfolio of tasks/projects is planned, managed and delivered effectively.
Support and inform the targeting of resources, monitoring, implementation and evaluation of the tasks/projects by providing high quality support including complex information and analysis, communications and stakeholder management.
To use a combination of subject matter expertise and technical skills to ensure accurate and open communication and co-ordination with a range of organisations and individuals, researching and drafting correspondence and papers and ensuring the management of specific tasks, lead reporting and analysis across a range of specialties, functions and projects.
Be a key member of the team, committed to working and engaging constructively as well as supporting effective communication and stakeholder management, both internally and externally on a range of business sensitive issues.
Develop and manage ICS system-wide strategies and plans for patient experience ensuring it supports commissioning intentions, ICB business planning, staff development and partnership working with providers, patients and members of the public.
About us
We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.
We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.
Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.
Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.
Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.
We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.
Details
- Date posted: 09 August 2026
- Pay scheme: Agenda for change
- Band: Band 8b
- Salary: £66,582 to £77,368 a year
- Contract: Permanent
- Working pattern: Full-time, Flexible working
- Reference number: D0003-ICB022
- Job locations: Norfolk and Suffolk Integrated Care Board, County Hall, Martineau Lane, Norwich, Norfolk, NR1 2DH, United Kingdom, NHS Norfolk and Suffolk ICB, Endeavour House, Russell Road, IPSWICH, IP1 2BX, United Kingdom
Job responsibilities
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
Person specification
Other
Essential
- Used to working in a busy environment
- Adaptability, flexibility and ability to cope with uncertainty and change
- Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions
- Professional calm and efficient manner
- Effective organizer, influencer and networker
- Demonstrates a strong desire to improve performance and make a difference by focusing on goals.
- Completer/Finisher
- Team working skills
- Self-motivated
- Ability to move between details and the bigger picture.
- Demonstrates honesty and integrity and promotes organisational values.
- Embrace change, viewing it as an opportunity to learn and develop
Skills
Essential
- Developed communication skills for delivering key messages to a range of stakeholders both internal and external (including outside the NHS) to the organisation, some at very senior level.
- Negotiate on difficult and controversial issues including performance and change.
- Good presentational skills for conveying complex concepts.
- Ability to use informed persuasion to influence others.
- Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery.
- Ability to understand a broad range of complex information quickly and making decisions where opinions differ/no obvious solution
- Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly
- Evidence of planning and delivering programmes and projects and services on time.
- Must be able to prioritise own work effectively and be able to direct activities of others. Experience of managing and motivating a team and reviewing performance of the individuals.
- Working knowledge of Microsoft Office with intermediate keyboard skills.
Desirable
- Comprehensive experience of project principles techniques and tools such as Prince 2 and Managing Successful Projects
Experience
Essential
- Educated to masters level or equivalent level of experience of working at a senior level in specialist area.
- Extensive knowledge of specialist areas, acquired through post graduate diploma or equivalent experience or training plus further specialist knowledge or experience to masters level equivalent
- Evidence of post qualifying and continuing professional development
- Must have an understanding of the background to and aims of current healthcare policy and appreciate the implications of this on engagement
- Should have an appreciation of the relationship between the Department of Health, NHS England and individual provider and commissioning organisations
Desirable
- Member of relevant professional body
Equality & Diversity
Essential
- Needs to have a thorough understanding of and commitment to equality of opportunity and good working relationships both in terms of day-to-day working practices, but also in relation to management systems in the area
Autonomy Freedom to Act
Essential
- Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
- Interpreting national policy for implementation
- Must be able to use initiative to decide relevant actions and make recommendations to Sponsor/ Manager, with the aim of improving deliverables and compliance to policies.
- Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales
- Experience of identifying and interpreting National policy. Experience of researching best practice (globally, private and public sector), interpreting its relevance and processes/ practices which could be implemented successfully to achieve system reform (advising on policy implementation)
Financial and Physical Resources
Essential
- Previously responsible for a budget, involved in budget setting and working knowledge of financial processes
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Applying for this NHS job
This advert is for NS 13.14 Senior Complaints & PALS Manager with NHS Norfolk and Suffolk Integrated Care Board in Norwich, England. It is listed as a Band 8 Manager and corporate role. The advertised salary is £66,582 to £77,368 a year. The contract type is Permanent. The application deadline is 23 Aug 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (09 Aug 2026) to decide whether this role fits your current NHS job search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
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