Quality & Assurance Lead

5 months ago

StokeonTrent, United Kingdom Serco Plc Full time

Harplands Hospital
Stoke on Trent, ST4 6RR
Full Time, Permanent (37.5 hours per week)
£23,205 - £27,000 per annum plus benefits

Here at Serco, we are currently recruiting for a Quality and Assurance Lead to join our FM Team at Harplands Hospital, a mental health facility based in Stoke-on-Trent. Working as part of a close-knit team, this role will support the contracts overall compliance strategy through the co-ordination and administration of a variety of business processes designed to ensure the contract delivers in accordance with contractual, internal Serco Management System and ISO 9001:2015 requirements.

The post holder will promote and develop effective Continuous Quality Assurance/Improvement and Care Governance across the Contract ensuring that we provide a safe and supportive environment to patients, their families, our employees, and NHS Partners. The role will have responsibility for working with multiple stakeholders both within Serco Health, UK&E and with NHS partners and patient communities and will also have responsibility to manage the central support team.

**Main responsibilities of the role include**: Monitor, analyse and report on incident and patient feedback (compliment and complaint) data, identifying themes and trends. Ensure compliance with relevant legislation and/or regulations where applicable. Monthly customer audit support and minuting of any agreed actions within a service audit and ensuring timely completion of actions. Manage the contracts internal compliance in line with Serco’s corporate structure. Assist with month end reporting production for both internal and external requirements including updating of KPI dashboards and updating KPI evidence folders.
Be the contract lead on all matters relating to GDPR and act as a role model and quality champion demonstrating expert knowledge in Quality Assurance and Care Governance.
Represent the contracts and the quarterly Operational Care Governance Committee meetings.
Embed Care Governance and Serco Cares through, increasing employee engagement and patient experience.
Responsible for the monitoring, review, and reporting of Serco Cares performance against agreed timescales, measures, and targets.
Take the lead on Corporate Social Responsibility, including community benefits and wellbeing across the contracts.

**What you’ll need to do the role**:
Strong working knowledge of incident reporting systems.
Experience of disseminating information in a variety of ways to different audiences.
Experience in analysing information and enabling/recommending actions to ensure issues are reported and acted upon.
Proven experience of using problem solving techniques.
Self-motivated and ability to motivate others.
Ability to negotiate and influence at a senior level and with customers.
Excellent communication and ability to build strong working relationships.
Highly developed organisational skills inclusive of project management ability.
Ability to work well under pressure and manage conflicting workloads to meet deadlines and manage targets.

Why Serco

**Meaningful and vital work**: Working within Healthcare at Serco means that you’ll play a critical role in ensuring that patients continue to receive the support that they need.

**A world of opportunity**: It takes a diverse team to support a hospital and we’re big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you’ll find all the opportunity you need to evolve your career.

**Great people**: Hospitals are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.

What we offer Up to 6% contributory pension scheme. Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships. The chance to make a positive difference to the wider public. Interesting, varied, and enjoyable work. A company that recognises your contribution.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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