Job summary

To support the effective day-to-day delivery of the Access to Records service byprocessing Subject Access Requests (SAR), Freedom of Information (FOI) requests,Injury Cost Recovery (ICR) and Claims in line with legislation and Trust procedures.

The post holder will undertake administrative tasks to ensure requests are handledaccurately, securely and within required timescales, contributing to a compliant andresponsive service.

Main duties of the job

Process Subject Access Requests (SAR), Freedom of Information (FOI), Injury.Cost Recovery (ICR) and Claims requests in line with established procedures.

Log, track and manage requests through appropriate systems, ensuringstatutory deadlines are met.

Undertake administrative tasks associated with the release of information,ensuring accuracy and completeness.

Escalate complex or non-routine requests to senior staff as required.

Ensure all information is handled in accordance with data protection legislationand Trust policies.

About us

Please be aware that East of England Community Health and Care NHS Trust will never ask applicants to pay fees at any stage of the recruitment process, including job applications, sponsorship arrangements, or employment offers. All recruitment communications and job applications should only be made through our official careers website and published contact details.

If you receive a suspicious job offer or recruitment-related communication, do not make any payments, share personal information, or provide identity documents. We encourage you to report the matter to your local police or relevant law enforcement agency. Any concerns relating to potential recruitment fraud should also be reported to our Local Counter Fraud Specialist (LCFS) as soon as possible.

Details

Date posted

28 September 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£25,760 to £27,476 a year Per Annum

Contract

Permanent

Working pattern

Full-time

Reference number

839-8293594-JH-A

Job locations

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU

United Kingdom

Job description

Job responsibilities

Ensure all information is handled in accordance with data protection legislationand Trust policies.

Undertake redaction and preparation of records for disclosure followingestablished guidance.

Maintain accurate records of all requests and responses to ensure audit andtraceability.

Provide administrative support for Claims processing, including gathering andpreparing records for disclosure to legal representatives.

Respond to routine enquiries from patients, staff, solicitors and externalorganisations.

Provide clear information about Access to Records processes, escalatingcomplex queries where required.

Communicate sensitively when dealing with potentially distressing information.

Maintain filing systems and databases, ensuring information is kept up to dateand secure.

Prepare standard correspondence and documentation in response to requests.

Participate in audits and checks within own work area to support serviceimprovement.

All staff are required to respect confidentiality of all matters that they learn as a result of theemployment with the trust, including matters relating to other members of the staff andmembers of the public/patients.

Maintain appropriate patient and clinical records in line with the trusts policies andprocedures, and in line with the agreed service specification.

Job description Job responsibilities Ensure all information is handled in accordance with data protection legislationand Trust policies. Undertake redaction and preparation of records for disclosure followingestablished guidance. Maintain accurate records of all requests and responses to ensure audit andtraceability. Provide administrative support for Claims processing, including gathering andpreparing records for disclosure to legal representatives. Respond to routine enquiries from patients, staff, solicitors and externalorganisations. Provide clear information about Access to Records processes, escalatingcomplex queries where required. Communicate sensitively when dealing with potentially distressing information. Maintain filing systems and databases, ensuring information is kept up to dateand secure. Prepare standard correspondence and documentation in response to requests. Participate in audits and checks within own work area to support serviceimprovement. All staff are required to respect confidentiality of all matters that they learn as a result of theemployment with the trust, including matters relating to other members of the staff andmembers of the public/patients. Maintain appropriate patient and clinical records in line with the trusts policies andprocedures, and in line with the agreed service specification.

Person Specification

Qualifications & Training

Essential

• NVQ Level 4 in Business Administration or equivalent experience
• GCSE English and Maths (or equivalent)
• Evidence of ongoing professional development

Desirable

• NVQ Level 4 in Business Administration or equivalent experience
• GCSE English and Maths (or equivalent)
• Evidence of ongoing professional development
• SystmOne experience

Experience

Essential

• Experience of working within an Access to Records, FOI, ICR or Claims environment
• Experience of coordinating administrative processes and workflows
• Experience of working to statutory deadlines and managing competing priorities
• Experience of handling sensitive and confidential information

Desirable

• Experience of overseeing or coordinating a small team or service function
• Experience of working within an NHS or public sector organisation
• Experience of monitoring performance or producing reports
• Experience of service improvement or process review

Skills, Abilities & Knowledge

Essential

• Knowledge of Subject Access Requests (SAR), FOI processes and records disclosure requirements
• Understanding of relevant legislation (e.g. UK GDPR, Data Protection Act, FOI Act) in a practical, operational context
• Strong organisational skills with the ability to prioritise and manage workload effectively
• Ability to follow and apply established procedures with sound judgement
• Ability to analyse routine and non-routine situations and resolve issues within defined processes
• Competent IT skills including Microsoft Office systems
• Attention to detail and accuracy in handling sensitive information

Desirable

• Working knowledge of ICR and Claims processes
• Experience of process monitoring tools or case management systems
• Ability to contribute to development or improvement of procedures
• Basic understanding of audit or quality assurance processes

Communication

Essential

• Ability to communicate clearly and professionally with a wide range of stakeholders
• Ability to explain processes and manage expectations for patients, staff and external parties
• Strong written communication skills for correspondence and reporting
• Ability to manage sensitive or challenging conversations appropriately

Desirable

• Experience communicating complex procedural information to non-specialists
• Experience handling escalated or complaintrelated enquiries

Personal and People Development

Essential

• Ability to provide guidance and support to team members in day-today work
• Willingness to undertake training relevant to the role

Desirable

• Experience of supporting onboarding or training of staff
• Ability to contribute to team development and knowledge sharing

Personal Attributes / Behaviours

Essential

• Reliable, organised and able to work under pressure
• Professional and calm approach to handling sensitive matters
• Ability to work both independently and as part of a team
• Flexible and adaptable to changing priorities
• Strong commitment to confidentiality and data protection

Desirable

• Proactive approach to problem solving
• Positive and supportive team approach

Other

Essential

• Ability to travel if required
• Ability to work independently

Person Specification Qualifications & Training Essential NVQ Level 4 in Business Administration or equivalent experience GCSE English and Maths (or equivalent) Evidence of ongoing professional development Desirable NVQ Level 4 in Business Administration or equivalent experience GCSE English and Maths (or equivalent) Evidence of ongoing professional development SystmOne experience Experience Essential Experience of working within an Access to Records, FOI, ICR or Claims environment Experience of coordinating administrative processes and workflows Experience of working to statutory deadlines and managing competing priorities Experience of handling sensitive and confidential information Desirable Experience of overseeing or coordinating a small team or service function Experience of working within an NHS or public sector organisation Experience of monitoring performance or producing reports Experience of service improvement or process review Skills, Abilities & Knowledge Essential Knowledge of Subject Access Requests (SAR), FOI processes and records disclosure requirements Understanding of relevant legislation (e.g. UK GDPR, Data Protection Act, FOI Act) in a practical, operational context Strong organisational skills with the ability to prioritise and manage workload effectively Ability to follow and apply established procedures with sound judgement Ability to analyse routine and non-routine situations and resolve issues within defined processes Competent IT skills including Microsoft Office systems Attention to detail and accuracy in handling sensitive information Desirable Working knowledge of ICR and Claims processes Experience of process monitoring tools or case management systems Ability to contribute to development or improvement of procedures Basic understanding of audit or quality assurance processes Communication Essential Ability to communicate clearly and professionally with a wide range of stakeholders Ability to explain processes and manage expectations for patients, staff and external parties Strong written communication skills for correspondence and reporting Ability to manage sensitive or challenging conversations appropriately Desirable Experience communicating complex procedural information to non-specialists Experience handling escalated or complaintrelated enquiries Personal and People Development Essential Ability to provide guidance and support to team members in day-today work Willingness to undertake training relevant to the role Desirable Experience of supporting onboarding or training of staff Ability to contribute to team development and knowledge sharing Personal Attributes / Behaviours Essential Reliable, organised and able to work under pressure Professional and calm approach to handling sensitive matters Ability to work both independently and as part of a team Flexible and adaptable to changing priorities Strong commitment to confidentiality and data protection Desirable Proactive approach to problem solving Positive and supportive team approach Other Essential Ability to travel if required Ability to work independently

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

East of England Community Health and Care NHS Trust

Address

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU

United Kingdom

Employer's website

https://www.eastofenglandcommunityhealthandcare.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

East of England Community Health and Care NHS Trust

Address

Norwich Community Hospital

Bowthorpe Road

Norwich

NR2 3TU

United Kingdom

Employer's website

https://www.eastofenglandcommunityhealthandcare.nhs.uk/ (Opens in a new tab)