Job summary
We are looking for a Governance & Communication Business Support Manager to join our team.This role is central to building organisational resilience, supporting clinical & operational leadership, & strengthening patient trust through high quality governance and communication systems.
This role is based at our sites in St Austell and Mevagissey.
INTERVIEWS PLANNED FOR 18th or 19th MAY 2026
Advantages include:
NHS Pension Scheme Membership
6 weeks holiday plus bank holidays
Extra annual leave with long service
Salary sacrifice electric car & bike schemes
Main duties of the job
A key
deliverable is to ensure SAHC maintains a CQC overall rating of Good or
Outstanding for all its registered sites. This involves leading by example and
driving achievement of the required standards, working closely with the SAHC
Management Team, the Executive Team, Partners and key contacts in CQC.
In
addition, you will lead on several areas across the Governance portfolio,
primarily responsible for the overview and reporting of complaints and review
of Governance policies and procedures.
Working
closely with the Executive Manager and Clinical Director you will ensure
resilience within corporate governance.
The role
directly supports staff with complaints, acting as the point of escalation when
unable to be resolved individually.
You will
have freedom to use initiative when managing enquiries and complaints, using
discretion in day-to-day working within the team, reporting upwards when
necessary. This could include dealing with sensitive or contentious issues,
providing non-clinical advice and negotiating with angry or distressed
patients/relatives.
About us
St Austell Healthcare has a strong
multidisciplinary team comprising GPs, ANPs, Nurses, Paramedics and Pharmacists
and an ethos for innovation and collaboration with health and social care
partners.
We are an award winning team and take pride in our work and the
care we offer our 38,000 patients.
We are constantly seeking new ways of working to
enhance service provision and the patient experience, introducing new
technologies and methods of working to meet the expectations of our patient
group. We are ambitious and wish to provide the best service we can for the
people of St Austell.
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES:
Governance & Compliance
- Lead the development, implementation, and monitoring of governance frameworks, policies, and procedures across the organisation.
- Ensure compliance with CQC standards, NHS contractual requirements, safeguarding duties, data protection legislation, and clinical governance expectations.
Support the Executive Manager with the preparation and submission of CQC reports, ensuring all documentation is accurate and submitted within required timelines.
Supporting the Executive manager in producing/monitoring any improvement action plans needed following CQC monitoring/inspection.
Maintaining an ongoing relationship with Agilio TeamNet to ensure the CQC Tracker tool remains fit for purpose
- Maintain the organisations risk register, incident reporting systems, and governance dashboards, ensuring timely escalation and learning.
- Coordinate internal audits, quality improvement cycles, and policy reviews.
- Support preparation for CQC inspections, NHS England assurance processes, and external audits.
- Oversee complaints handling, ensuring timely responses, trend analysis, and learning dissemination and line manage the complaints co-ordinator supporting role.
Board & Leadership Support
- Provide highquality secretariat support to the Executive Team/Partnership/PCN leadership group, including agenda planning, minutetaking, action tracking, and governance reporting.
- Advise senior leaders on governance risks, mitigations, and compliance requirements.
- Produce regular governance reports for internal committees and external stakeholders.
Communication Strategy & Delivery
- Develop and deliver a comprehensive communication strategy for patients, staff, and partners.
- Manage all communication channels, including website, social media, newsletters, patient messaging platforms, and statutory patient information.
- Ensure consistent, accessible, and patientcentred communication aligned with NHS standards.
- Lead crisis and incident communication, ensuring timely, accurate, and coordinated messaging.
- Support campaigns related to public health, service changes, digital access, and patient engagement.
Patient Engagement & Experience
- Strengthen patient voice through PPG engagement, surveys, feedback mechanisms, and coproduction initiatives.
- Analyse patient experience data and produce actionable insights for service improvement.
- Ensure communication materials meet accessibility, inclusion, and healthliteracy standards.
Organisational Development & Culture
- Promote a culture of transparency, accountability, and continuous improvement.
- Deliver governance and communication training for staff.
- Support change management programmes and service redesign initiatives.
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES:
Governance & Compliance
- Lead the development, implementation, and monitoring of governance frameworks, policies, and procedures across the organisation.
- Ensure compliance with CQC standards, NHS contractual requirements, safeguarding duties, data protection legislation, and clinical governance expectations.
Support the Executive Manager with the preparation and submission of CQC reports, ensuring all documentation is accurate and submitted within required timelines.
Supporting the Executive manager in producing/monitoring any improvement action plans needed following CQC monitoring/inspection.
Maintaining an ongoing relationship with Agilio TeamNet to ensure the CQC Tracker tool remains fit for purpose
- Maintain the organisations risk register, incident reporting systems, and governance dashboards, ensuring timely escalation and learning.
- Coordinate internal audits, quality improvement cycles, and policy reviews.
- Support preparation for CQC inspections, NHS England assurance processes, and external audits.
- Oversee complaints handling, ensuring timely responses, trend analysis, and learning dissemination and line manage the complaints co-ordinator supporting role.
Board & Leadership Support
- Provide highquality secretariat support to the Executive Team/Partnership/PCN leadership group, including agenda planning, minutetaking, action tracking, and governance reporting.
- Advise senior leaders on governance risks, mitigations, and compliance requirements.
- Produce regular governance reports for internal committees and external stakeholders.
Communication Strategy & Delivery
- Develop and deliver a comprehensive communication strategy for patients, staff, and partners.
- Manage all communication channels, including website, social media, newsletters, patient messaging platforms, and statutory patient information.
- Ensure consistent, accessible, and patientcentred communication aligned with NHS standards.
- Lead crisis and incident communication, ensuring timely, accurate, and coordinated messaging.
- Support campaigns related to public health, service changes, digital access, and patient engagement.
Patient Engagement & Experience
- Strengthen patient voice through PPG engagement, surveys, feedback mechanisms, and coproduction initiatives.
- Analyse patient experience data and produce actionable insights for service improvement.
- Ensure communication materials meet accessibility, inclusion, and healthliteracy standards.
Organisational Development & Culture
- Promote a culture of transparency, accountability, and continuous improvement.
- Deliver governance and communication training for staff.
- Support change management programmes and service redesign initiatives.
Person Specification
Skills, Experience & Attributes
Essential
- Experience in governance, compliance, risk management, or quality assuranceideally within healthcare or a regulated environment.
- Strong communication skills, with the ability to translate complex information into clear, accessible messages.
- Proven ability to manage multiple workstreams, meet deadlines, and work with senior leaders.
- Excellent writing, editing, and digital communication skills.
- Understanding of NHS primary care structures, regulations, and performance frameworks.
- High level of integrity, confidentiality, and professional judgement.
Desirable
- Experience in primary care, PCN management, or NHS governance roles.
- Knowledge of CQC inspection frameworks and NHS England assurance processes.
- Experience managing websites, digital platforms, or patient communication systems.
- Training in information governance, risk management, or communications
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Diploma, Degree or at least 5 years experience in management role
Desirable
- Formal management qualification or membership of a recognised professional body
Person Specification
Skills, Experience & Attributes
Essential
- Experience in governance, compliance, risk management, or quality assuranceideally within healthcare or a regulated environment.
- Strong communication skills, with the ability to translate complex information into clear, accessible messages.
- Proven ability to manage multiple workstreams, meet deadlines, and work with senior leaders.
- Excellent writing, editing, and digital communication skills.
- Understanding of NHS primary care structures, regulations, and performance frameworks.
- High level of integrity, confidentiality, and professional judgement.
Desirable
- Experience in primary care, PCN management, or NHS governance roles.
- Knowledge of CQC inspection frameworks and NHS England assurance processes.
- Experience managing websites, digital platforms, or patient communication systems.
- Training in information governance, risk management, or communications
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Diploma, Degree or at least 5 years experience in management role
Desirable
- Formal management qualification or membership of a recognised professional body
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.
