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Job overview

We are seeking a highly organised, experienced and positive individual to join our team as our Information Manager and provide maternity cover from August 2024.

The Information Manager is responsible for day-to-day management of the Complaints and Enquiries Team - this is the central point of contact for complaints, concerns, MP enquiries, compliments and feedback about services commissioned by NCL ICB. The team is also responsible for managing all MP enquiries, and liaising with MPs and Councillors who are raising concerns on behalf of their constituents.

We are looking for an experienced Information Manager with excellent communication and interpersonal skills, and the ability to build strong relationships with Executive Directors, other senior colleagues, and the wider ICB teams. The post holder will be highly skilled at managing databases and running detailed reports, suitable for a variety of audiences.  

The post holder will be based at our Laycock Street office, in Islington, and will have the opportunity to work flexibly from both office and home.

Please note that priority will be given to NCL ICB employees who are affected by change.

Date of Interview: 17^th July 2024

Main duties of the job

The Information Manager has an important and challenging role, and will lead on:

The management of the complaints and MP enquiries process and the implementation of associated policies and procedures

Managing our new complaints database and running reports from this; including developing the database and aligning policies and procedures

Analysing and monitoring performance data, capacity and demand data and producing reports and analysis to a wide range of Committees and meetings.

Providing support to the Senior Information Risk Owner (SIRO) to ensure that the ICB operates within legal and ethical frameworks for all complaints, concerns, and MP enquiries. 

Reviewing internal processes and embedding a culture of continuous improvement, having recently (July 2023) taken on the delegated responsibility of the primary care complaints function, from NHS England.

Working for our organisation

On 1 July 2022, NHS North Central London Integrated Care Board (NCL ICB) was established. The ICB is part of North Central London Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.

ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of ICSs:
•    to improve outcomes in population health and healthcare
•    tackle inequalities in outcomes, experience and access
•    enhance productivity and value for money 
•    help the NHS support broader social and economic development.

North Central London’s population is incredibly diverse, and continues to grow and change. This brings pressure and challenges for the local health and care services that NCL ICB commissions – or buys – on behalf of residents. NCL ICB works closely with Councils, providers, general practices, voluntary, community organisations, and unions, to achieve our shared aims.

NCL ICB values our staff, our partners and their expertise to deliver the best health and care possible for the patients and residents of North Central London.