Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview 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 Working for our organisation 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 If you would like to join the team, please apply online. Detailed job description and main 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 relationsh i ps 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 department’s 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 criteria Educated to Degree level or equivalent experience in a relevant area Desirable criteria Customer Service qualification Leadership qualification Experience Essential criteria 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 criteria Knowledge of ISO9001 Experience working with service improvement techniques Knowledge Essential criteria 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 criteria 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. Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Tracy Harding Job title Call Centre Operations Manager Email address [email protected] Telephone number 02071886506