Assurance Caseworker/ QA Coach

An exciting opportunity has arisen in Student Services for an Assurance Caseworker/QA Coach to join their team.

This role will be key to providing assurance for the internal quality process, conducting regular quality exercises across the service to ensure continuous improvement. You will be responsible for providing coaching and mentoring of staff where development and support is required.

The post holder will participate in audit exercises, provide support to team members, perform quality checks and continuously review and provide feedback towards improving developing internal processes. You will be dealing with queries from both internal and external customers either by telephone or in writing always providing excellent customer service.

You will be working as part of a team including policy and internal stakeholders, providing timely and business appropriate responses to customer and stakeholder complaints, identifying process and system improvements.

The role is based in Fleetwood

What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Flexi time
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts
- This role is hybrid working - office attendance required

To provide assurance for the internal quality process, conducting regular quality exercises across the service to ensure continuous improvement.

The post holder will be responsible for providing coaching and mentoring of staff where development and support is required.

Working as part of a team including policy specialist’s and internal stakeholders, you will provide timely and business appropriate responses to customer and stakeholder complaints, identifying process and system improvements.

By building effective relationships with colleagues and managers, you will contribute to the delivery of KPIs and improving service to customers.

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We are the NHS delivering for the NHS.

**In this role you are accountable for**:

- Actively seek to improve the quality performance of staff against targets and objectives. Carry out regular coaching and performance reviews giving objective and constructive feedback to everyone. Ensure that best practice is shared not just within the team but across the service.
- Owns quality and makes the final decision on all error disputes within the service.
- Attends quality meetings with managers to ensure to ensure that there is a consistent approach across all quality checking and quality exercise.
- Provides support to team members performing quality checks.
- Providing evidence of reporting of improvements to management by way of accurate analysis and feedback records, highlighting trend and training needs.
- Participate in audit exercises when required, verifying the accuracy of checks by internal and external auditors.
- Identify and assess learners needs, supporting the managers by putting in place learning and development plans, with realistic and challenging goals, that enable learners to understand their personal journey and realise their potential.
- Responds to complaints in line with the NHSBSA complaints policy where the customer queries a decision or expresses dissatisfaction at the outcome of a decision as well as any MP correspondence received. Independently re-examines such claims to ensure that they have been correctly decided in accordance with Student services procedures and policy.
- Assists drafting various formats of articles/factsheets for staff to use as a quick reference guide and operational guidance.
- Take responsibility for your workload and that of the team, using your initiative and managing your time. Proactively demonstrate a solution focussed approach to your work.
- Liaise with other teams to ensure that any policy or procedural changes are reflected, as necessary. Understand how your role links to the objectives within the wider business.
- Continuously review and provide feedback towards improving developing internal processes.
- Liaises with policy specialist and managers, fraud, and other internal stakeholders when handling complaints at all levels, where appropriate.
- Identifies low level quality risks and issues and provides recomm