Job summary
We are looking to recruit a Training & Quality Assurance Lead with extensive experience gained through working in or around NHS environments. Should you have additional frontline operational experience and exposure within Switchboard or call centre environments; this would be particularly desirable.
You will be responsible for developing , maintaining and delivering a suitable training, compliance and quality management system; that provides assurances and documented evidence that staff are operating in line with legislated guidelines and best practices. You must be able to demonstrate a background in delivering similar frameworks and balancing operational demands with training and compliance requirements.
You will also possess versatile people skills that will enable you to effectively lead a multi-disciplinary team and engage operational colleagues; to deliver a reliable and high performing service in line with pre-determined metrics. We are striving to develop a learning based culture that has staff and patients at the heart of everything we do.
We provide managed switchboard services for GSTT and external partners; which means the working environment is dynamic and variable. We're looking to recruit a candidate that can help take our services to the next level using all available technology and improvement methodologies.
PREVIOUS APPLICANTS NEED NOT APPLY
Main duties of the job
The post holder will support the department with the implementation, maintenance and development of a training, compliance and Quality Management System to assure that all tasks are completed in accordance with prevailing legislative and best practice requirements. In addition they must be complicit with the ISO9001 and/or Essentia common standards
You will play a key role in enabling the efficient and effective day to day training, compliance an quality assurance requirements of the department ensuring that the highest quality of service is delivered. You will work to implement Trust and local policy into local working practices to ensure compliance with all relevant regulatory standards and good practice guidelines at all times.
The post holder will provide assurance that all duties conducted across the services are delivered to a consistent standard of quality, through a programme of regular review and audit, develop and maintain a robust understanding of training requirements and ensure that all staff are highly developed and trained.
The primary objective is to provide;
- A positive experience for each patient and external contact - every call matters.
- Professional and high quality customer service to every caller.
- Effective and timely resolution of all queries received
- Support to patients and external clients, ensuring that they are welcomed to the Trust.
- To support the Trust in providing quality care to its patients
About us
What We Offer
We offer a dynamic challenging job in an exciting, fast moving, flexible working environment. We have a strong commitment to your personal and professional development.
In addition, we offer excellent benefits, including:
- The NHS Pension Scheme - one of the most generous and comprehensive in the UK. When you start working for the NHS you automatically become a member and you will get an excellent package of pension benefits.
- Interest free Season Ticket Loan
- Long Term Service Awards
- Subsidised on-site nurseries and childcare vouchers o A comprehensive staff health and well-being programme o Ride to work scheme o Employee assistance programme o Free stop smoking service
Our Trust values are Put patients first, Take pride in what we do, Respect others, Strive to be the best, Act with Integrity
If you would like to join the team, please apply online.
Job description
Job responsibilities
Quality Assurance within the Department Implement and maintain the systems which provide assurance of the quality of activity undertaken within the department.
- Recognise and respond to governance and quality issues that might arise during quality control checks.
- Participate in the hosting of regulatory inspections and audits as required.
- Promote a Quality Culture among staff, users and the wider community.
- Act as local administrator and lead user of key software in the department, and as the local expert and key liaison with Trust IT and the software vendor for the products listed below. The post holder will collaboratively ensure, as part of a triumvirate that all systems meet the operational needs of the department at all times and will be responsible for the development and validation of associated systems and processes as required by your superiors
Document Management
-
- Take collaborative responsibility for developing the portfolio of training and quality documents including SOPs, Work Instructions, supporting Templates etc., in conjunction with the subject matter experts (authors) as appropriate under the direct supervision of your superiors.
- Manage change, implementing new and updated working practices ensuring staff are adequately trained and supported to deliver the changes. Further ensuring they are appropriately documented.
- Ensure that all Regulatory and Trust requirements are encapsulated in the departments Training, compliance and Quality System.
- Maintain precise and accurate quality management records that are ready for inspection by regulatory authorities and Sponsors on demand.
Training & Audit
-
- Implement and maintain an audit programme to ensure services are being implemented appropriately and fit for purpose.
- Recognise and act upon departures from legislative and research governance requirements including failure to follow protocols and /or SOPs, responding appropriately and escalating action as required.
- Participate in Good Practice audits as part of the audit programme implemented by senior Managers.
- Ensure the implementation, embedding and onward maintenance of a Training Framework that provides the workforce with the adequate skills to provide a high quality service.
- Maintain programme of regular auditing to provide assurances that training programme is fit for purpose and workforce skills are maintained and developed.
- Ensure annual training updates are delivered to the workforce and there are regular competency checks ensuring compliance to department standards.
Information and Data Management
- The post holder will use standard information technology - Word, Excel, PowerPoint, Access, Internet Explorer and the department specific software in order to undertake their duties.
- They will also use the Trust reporting systems DATIX, EPR, iPMS and other relevant reporting systems.
- They will ensure that all paper based systems are maintained securely.
- They will oversee the storage and archiving of department records in accordance with the relevant procedures and requirements.
General
- The post holder will maintain a high level of knowledge relating to the EU and UK legislation, regulations, management and conduct of their specialist field. They will act as the department expert on training and quality matters. As appropriate attend national meetings and training on behalf of the service.
- Possess excellent communication skills, allowing the post holder to justify their decisions and influence others; communicating effectively and calmly in difficult situations.
- Maintain good working relationships with academic and service departments in order to promote effective teamwork.
- Be able to work autonomously adhering at all times to departmental operating procedures and protocols.
- Have a working understanding of service improvement techniques to influence improvements within the department.
- Ensure appropriate allocation of the departments training budget
- Delegated authorised signatory, in the absence of the assistant general manager for department costs and procurement.
Actively participate in the procurement process to ensure quality, compliance and training software and systems are aligned to industry standards.
Job description
Job responsibilities
Quality Assurance within the Department Implement and maintain the systems which provide assurance of the quality of activity undertaken within the department.
- Recognise and respond to governance and quality issues that might arise during quality control checks.
- Participate in the hosting of regulatory inspections and audits as required.
- Promote a Quality Culture among staff, users and the wider community.
- Act as local administrator and lead user of key software in the department, and as the local expert and key liaison with Trust IT and the software vendor for the products listed below. The post holder will collaboratively ensure, as part of a triumvirate that all systems meet the operational needs of the department at all times and will be responsible for the development and validation of associated systems and processes as required by your superiors
Document Management
-
- Take collaborative responsibility for developing the portfolio of training and quality documents including SOPs, Work Instructions, supporting Templates etc., in conjunction with the subject matter experts (authors) as appropriate under the direct supervision of your superiors.
- Manage change, implementing new and updated working practices ensuring staff are adequately trained and supported to deliver the changes. Further ensuring they are appropriately documented.
- Ensure that all Regulatory and Trust requirements are encapsulated in the departments Training, compliance and Quality System.
- Maintain precise and accurate quality management records that are ready for inspection by regulatory authorities and Sponsors on demand.
Training & Audit
-
- Implement and maintain an audit programme to ensure services are being implemented appropriately and fit for purpose.
- Recognise and act upon departures from legislative and research governance requirements including failure to follow protocols and /or SOPs, responding appropriately and escalating action as required.
- Participate in Good Practice audits as part of the audit programme implemented by senior Managers.
- Ensure the implementation, embedding and onward maintenance of a Training Framework that provides the workforce with the adequate skills to provide a high quality service.
- Maintain programme of regular auditing to provide assurances that training programme is fit for purpose and workforce skills are maintained and developed.
- Ensure annual training updates are delivered to the workforce and there are regular competency checks ensuring compliance to department standards.
Information and Data Management
- The post holder will use standard information technology - Word, Excel, PowerPoint, Access, Internet Explorer and the department specific software in order to undertake their duties.
- They will also use the Trust reporting systems DATIX, EPR, iPMS and other relevant reporting systems.
- They will ensure that all paper based systems are maintained securely.
- They will oversee the storage and archiving of department records in accordance with the relevant procedures and requirements.
General
- The post holder will maintain a high level of knowledge relating to the EU and UK legislation, regulations, management and conduct of their specialist field. They will act as the department expert on training and quality matters. As appropriate attend national meetings and training on behalf of the service.
- Possess excellent communication skills, allowing the post holder to justify their decisions and influence others; communicating effectively and calmly in difficult situations.
- Maintain good working relationships with academic and service departments in order to promote effective teamwork.
- Be able to work autonomously adhering at all times to departmental operating procedures and protocols.
- Have a working understanding of service improvement techniques to influence improvements within the department.
- Ensure appropriate allocation of the departments training budget
- Delegated authorised signatory, in the absence of the assistant general manager for department costs and procurement.
Actively participate in the procurement process to ensure quality, compliance and training software and systems are aligned to industry standards.
Person Specification
Qualifications
Essential
- Educated to Degree level or equivalent experience in a relevant area
Desirable
- Customer Service qualification
- Leadership qualification
Experience
Essential
- Extensive and proven technical Knowledge of switchboard and or call centre working.
- Experience of problem solving and fault tracing
- Proven experience of establishing SMART objectives and implementing business improvement techniques
- Proven In depth experience of Command and Control structures to include Incident management
- Considerable experience in using and supporting hardware and software packages For switchboard and or Call centre working
- Extensive experience of leading large teams and a working knowledge of NHS HR policies and procedures
Desirable
- Knowledge of ISO9001
- Experience working with service improvement techniques
Knowledge
Essential
- In depth, proven understanding and use of Telephony Equipment
- Proven ability to work in and lead multi-disciplinary teams Proven Leadership skills with initiative and ability to multi-task within a team environment
- Must be methodical / organised and have a very high attention for detail
- Ability to delegate workload effectively & fairly
- Demonstrate excellent customer Services facing soft skills
Additional Information
Essential
- Participate in the On Call out of hours duty Rota
- A flexible, responsible attitude and approach to work with the ability or working after normal working hours when required.
- Able to work at any of the Trust sites or any sites the Trust serves.
Person Specification
Qualifications
Essential
- Educated to Degree level or equivalent experience in a relevant area
Desirable
- Customer Service qualification
- Leadership qualification
Experience
Essential
- Extensive and proven technical Knowledge of switchboard and or call centre working.
- Experience of problem solving and fault tracing
- Proven experience of establishing SMART objectives and implementing business improvement techniques
- Proven In depth experience of Command and Control structures to include Incident management
- Considerable experience in using and supporting hardware and software packages For switchboard and or Call centre working
- Extensive experience of leading large teams and a working knowledge of NHS HR policies and procedures
Desirable
- Knowledge of ISO9001
- Experience working with service improvement techniques
Knowledge
Essential
- In depth, proven understanding and use of Telephony Equipment
- Proven ability to work in and lead multi-disciplinary teams Proven Leadership skills with initiative and ability to multi-task within a team environment
- Must be methodical / organised and have a very high attention for detail
- Ability to delegate workload effectively & fairly
- Demonstrate excellent customer Services facing soft skills
Additional Information
Essential
- Participate in the On Call out of hours duty Rota
- A flexible, responsible attitude and approach to work with the ability or working after normal working hours when required.
- Able to work at any of the Trust sites or any sites the Trust serves.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
