Training & Quality Assurance Lead - Customer

7 months ago

London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

Are you an aspirational and experienced Leader, with highly developed skills in training, quality assurance and compliance in an NHS environment?

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.

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

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 - A comprehensive staff health and well-being programme - Ride to work scheme - Employee assistance programme - 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

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

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 upo

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