Communications executive (enquiry handling) job vacancy

National Institute For Health & Care Excellence

Overview: Communications executive (enquiry handling) job vacancy in Lancashire recruiting now

Ref: 907-173-A
Employer: National Institute For Health & Care Excellence
Location: Lancashire, United Kingdom
Employment Type: Permanent

Job Details:

The National Institute for Health and Care Excellence (NICE) is the independent organisation responsible for providing national guidance and advice on promoting high quality health, public health and social care.

Our role is to improve outcomes for people using the NHS and other public health and social care services. We do this by:

  • Producing evidence-based guidance and advice for health, public health and social care practitioners.
  • Developing quality standards and performance metrics for those providing and commissioning health, public health and social care services;
  • Providing a range of information services for commissioners, practitioners and managers across the spectrum of health and social care.

Please note – if the advertised role is based in London, it will attract a High Cost Area Supplement.

After applying via NHS Jobs, your submitted application will be imported into our preferred Third-party recruitment system. All subsequent information regarding your application will be generated from NICE Recruitment Trac system administered by NHS Midlands and Lancashire Commissioning Support Unit (MLCSU). If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system.

You will not be able to track the progress of your application or receive messages through NHS Jobs, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via NHS Jobs. If you have a query relating to your application, please contact the recruitment team at

Role title: Communications executive (enquiry handling)

Location: Manchester

The Role

Reporting to the communications manager for enquiry handling, the communications executive answers questions about NICE’s work. They research the answers as well as liaising with other teams and external stakeholders to coordinate responses to enquiries, Freedom of Information requests and parliamentary questions and correspondence. They also draft responses to letters from Members of Parliament and the House of Lords. They manage their own caseload of enquiries, including answering phone enquiries, all within agreed timescales.

What you will bring to NICE

Are you an enthusiastic customer service or communications professional, with experience of responding to a wide range of enquiries?

Can you explain what we do and how we work to a variety of audiences?

Do you get job satisfaction from helping people understand complex or sensitive information?

To be considered for this role, on your application you should be able to demonstrate:

An understanding of a range of work procedures and practices in an enquiry handling, customer service or case management environment, underpinned by theoretical knowledge or relevant practical experience.

Experience of dealing with difficult and emotionally demanding telephone calls.

Outstanding writing skills, including the ability to synthesise/analyse complex information and/or large volumes of data and present it clearly and precisely.

Ability to use standard Microsoft packages (including Word, Excel, PowerPoint, Access, Outlook) and ability to use the internet to search for and resource information.

An understanding of the Freedom of Information Act 2000 and Data Protection Act 2018

If shortlisted, candidates should be able to demonstrate remaining criteria from the attached person specification during a short test and competency based interview.

The Department

The enquiry handling team is responsible for answering enquiries from the public, healthcare professionals, patient groups, charities, MPs and professional bodies. You’ll be part of a small, experienced, and supportive team within the communications directorate.

For an informal discussion please contact Helen Finn, senior communications manager (enquiry handling)

Closing date: 26 January 2022
Interview date: 09 February 2022


  • Here at NICE we are passionate and proud of the work we do and the impact we make.
  • We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly and inclusive environment.
  • We have an academic culture committed to producing high quality work and we take collective responsibility.

Our main purpose is to improve health and wellbeing by putting science and evidence at the heart of health and care decision making. As an organisation we all collaborate to achieve this same goal through empowering our workforce to do great things!

We are going through an exciting period of change and rapid growth. There could not be a better time to join us.

We have modern offices in Manchester city centre and Stratford, London. Please take into consideration that you may be required to commute to one of our offices for business purposes.

We are currently working from home due to government guidance, when we return staff are encouraged to work 1 day a week in the office. We are a flexible employer, and you will have the opportunity to discuss any potential for flexible working with your manager.

Important – Due to NICE’s use of anonymised recruitment practices we ask all candidates not to include any personal details within their application. Please ensure you provide sufficient detail in the supporting information section to allow our team to make an informed judgement about your suitability for this role at this stage. CV’s will not be considered.

NICE is committed to the equality, diversity and inclusion of all our candidates and staff, and we are committed to creating a workforce which represents the communities we serve. We welcome applications from everyone, and in particular we encourage applications from candidates with disabilities, and candidates from black, Asian and minority ethnic backgrounds who are currently under-represented in our workforce.

Please contact if you wish to discuss any additional needs or reasonable adjustments which may support your success at interview

The National Institute for Health and Care Excellence offers a dynamic and friendly working environment where teamwork is highly valued.

We offer a range of benefits including:

  • NHS pension scheme and childcare voucher scheme
  • We provide a thorough induction programme
  • Personal development is supported through extensive training and development opportunities
  • We promote flexible working to help staff achieve a healthy work life balance
  • We value equality and diversity and welcomes applicants from all sections of the community
  • We will interview all disabled applicants who meet the essential criteria in line with the NHS Guaranteed Interview Scheme

Please make sure that you read the job description and person specification as your application will be shortlisted against these criteria.

Please provide full contact details for all referees within your application form including email addresses. Referees provided must include your current line manager and cover the last two employers.

We reserve the right to close any vacancies from further submissions when we have received sufficient applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.

Please note all contact is made via NICE Recruitment – Trac system administered by NHS Midlands and Lancashire Commissioning Support Unit (MLCSU). Please check your account regularly. If you are shortlisted for interview you will be required to provide proof of ID and the right to work in the UK. (Please refer to attached guidance documents for further details). Failure to bring the required proof will mean that we may be unable to proceed with your interview.

To stay safe in your job search we recommend that you visit SAFERjobs ( ), a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the SAFERjobs website for information on common scams and to get free, expert advice for a safer job search.



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