{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nPatient Experience Manager with NHS Norfolk and Waveney Integrated Care Board in Norwich\n\n Manage the day to day patient experience function for the ICB. Manage and address all complaints, patient enquires and MP queries/complaints on behalf of patients to the organisation in a timely and appropriate manner. Develop and oversee the implementation of patient strategies across the organisation ensuring senior managers develop and implement appropriate strategies for patient liaison. Ensure enquiries from patients are dealt with in a clear and prompt manner and ensure these are recorded appropriately. Take a lead in the coordination of training, development and recruitment activity across the Team Manage Band 5 and 6 Patient Experience staff, undertaking appraisals, recruitment including progressing any disciplinary or capability issues, as necessary. We have an exciting opportunity to join the ICB's Patient Experience, working in a busy environment helping staff respond to complaints and enquiries from members of the public. The postholder will be leading the team on a day to day basis, ensuring all contacts are responded to in a satisfactory way, while also keeping the ICB on track with its target timescales for response. For the most complex cases, the postholder will be required to take these on and help to diffuse difficult situations with members of the public. , while also leading and co-ordinating complicated investigations. We are looking for someone with excellent leadership skills to manage a small team of Patient Experience Officers. You will need a good understanding of complaints handling in the public sector and the appropriate legislation and statutory guidance around this. You will need to be able to receive complex information, digest, prepare and share relevant points with a range of stakeholders as well as respond to queries which come into the team. You will be expected to prepare high quality correspondence for the ICB's executive team The ability to support effective partnership working, often within tight timescale in a pressurised environment where there can be multiple and completing demands will also be key. You will need to demonstrate excellent communication skills and the ability to work autonomously. Part of the role will involve analysing information about the contacts the ICB and their partners receive, and distilling this into easy to understand reports which can help shape commissioning and quality improvement. This is an exciting opportunity to help shape the future of commissioned services through the patients' voice. "}