Job Description

You will be a source of high-quality advice & support to the Director of Quality and Innovation using feedback from patients and people with experiences, data from incidents and audits to drive quality improvement. You will be responsible for coordinating the management of all feedback, including formal and informal complaints and compliments across the organization. In addition to being tasked with setting up and coordinating Learning Panels, including liaison with the complaint’s investigator. You will be specifically responsible for ensuring that actions from feedback are completed and learning is disseminated to managers and teams. You will provide administration support to the Quality Team and the chairs of the internal committees within the corporate governance structure including setting up meetings, producing agendas, taking precise and detailed minutes (which must be produced and circulated in a timely manner), tracking and following up actions arising.

We welcome applications from people with strong experience of customer facing roles; including hospitality, retail or health.

Benefits

• You will gain a stimulating and rewarding career with an opportunity to influence and make a real difference in the community
• Access to excellent training and development opportunities
• Season ticket loans
• Cycle to Work Scheme
• A number of health and wellbeing schemes
• A competitive contributory pension scheme and life assurance scheme with generous beneficiary plan
• An onsite staff canteen
• Access to plenty of free local street parking.

Work remotely:

• No

Required Knowledge, Skills, and Abilities

You will be experienced in working with multiple stakeholders, while dealing with people in a compassionate and sensitive manner. Your approach to work will focus greatly on the customer experience, possibly from your experience within healthcare, retail or hospitality, particularly in relation to receiving feedback and complaints. You will be a skilled administrator with excellent skills in Excel and experience in analyzing and interpreting data which you will present in an accessible way to a variety of audiences. You will be an expert in creating, implementing and modifying action plans linked to external quality improvements/measures. It is essential that you are able to demonstrate effective working with multi-professional groups, and also work independently to high standard.