Quality Team Administrator

Job description

Job responsibilities

Duties and Responsibilities

The responsibilities of the Quality Team Administrator fall under the following seven categories:

1. Quality Clinical Governance and Organisation Policy Management

The postholder supports Quality and Clinical Governance activity, including administrative support to the Quality & Clinical Governance Committee, which provides assurance to the CIC Board. This includes coordinating papers, accurate minute taking, maintaining action logs and supporting forward planning in liaison with senior colleagues.

The role has responsibility for organisational policy management, maintaining accurate electronic registers of policies and guidelines, monitoring review dates, ensuring version control, prompting policy authors, supporting compliance with document control processes, and escalating overdue or non compliant documents. The postholder supports dissemination of approved policies and contributes to organisational learning.

The role also manages national and patient safety alerts, including receipt, logging, dissemination, follow up and closure, submission of completed returns to external bodies, and provision of summary reporting to governance committees.

2. Quality Directorate Workforce and Daily Administration Function

The postholder provides workforce-related administrative support to the Quality Directorate, including sickness absence, annual leave tracking, time sheets, and maintaining records of supervision and PDR compliance. The role supports routine Quality Team administration, monitoring multiple shared inboxes, responding to enquiries, arranging team meetings and maintaining accurate records that support Board, committee and operational governance reporting.

3. Quality Working Group

The postholder provides administrative support to the Quality Working Group and supports the Head of Corporate Quality in maintaining the Quality Improvement Project Register. This includes seeking updates from services undertaking quality improvement activity and ensuring records remain accurate and up to date.

4. CQC / Organisation Compliance

The role provides administrative support for CQC inspections, mock inspections and associated action plans. The postholder supports the maintenance of compliance registers, including NICE guidance, and assists with the coordination and production of Navigo's Annual Quality Account, contributing to organisational assurance and statutory reporting.

5. Incident Management

The postholder undertakes daily review of incidents via the incident reporting system, carrying out data quality checks, liaising with services to ensure appropriate actions are taken, and escalating reportable incidents to the Incident Lead or senior managers. The role supports monitoring and reporting of outstanding incidents for governance and learning purposes.

6. Clinical Audit

The postholder supports the coordination and administration of the annual clinical audit programme and ad hoc assurance audits, including maintaining records, supporting monitoring processes and providing administrative support to audit meetings in line with the organisations governance framework.

7. PALS / Service User Experience

The postholder provides administrative support to PALS and complaints processes, responding to enquiries with compassion, professionalism and confidentiality. This includes accurately recording concerns, handling sensitive interactions with distressed or bereaved individuals, and ensuring information is passed promptly to the appropriate team member for follow up.

General Requirements

The role requires strict adherence to confidentiality and information governance requirements. The postholder must demonstrate strong organisational, IT and communication skills, using Microsoft Office applications, Microsoft Teams and Planner, and Navigo's electronic systems to support effective Quality governance activity.

Person Specification

Qualifications

Essential

• Sound educational background
• English GCSE Level or equivalent grade A-C
• Mathematics GCSE Level or equivalent grade A-C
• NVQ 3 Business Administration or willingness to work towards
• Minimum RSA or OCR Level 3 typing/word processing or equivalent experience (or willingness to work towards)

Desirable

• European Computer Driving License (ECDL) or equivalent IT qualification.
• Customer service / Communication certificate of attendance at training
• Electronic records system training attendance / experience
• Experience of DATIX or equivalent incident management systems

Knowledge

Essential

• Sensitive to confidential environment
• Knowledge and good understanding of confidentiality, consent and information sharing policy.
• Understanding of version control process and record management
• Understanding and knowledge of work policies and procedures

Desirable

• Understanding of NHS confidentiality issues

Experience

Essential

• Effective Team Player
• Proven ability of working on own initiative
• Experience of taking minutes of complex meetings
• Ability to prioritise own workload, working to deadlines and ensuring quality standards
• Experience in accurate data entry and organisational record keeping
• Experience prompting compliance with timescales utilising logs and records created and managed by self
• Working knowledge of Microsoft Office (Word, PowerPoint, Excel, Access, Outlook, Teams and Planner)

Desirable

• Working within a change environment
• Experience of scheduling/coordinating activities and/or resources
• NHS experience
• Mental Health experience
• Working knowledge of Datix and SystmOne

Additional Criteria

Essential

• Excellent communication and interpersonal skills telephone, email and face to face
• Ability to organise self, working to deadlines and ensuring quality standards
• Ability to demonstrate empathy towards service users/family/carers
• Abe to produce work quickly without compromising accuracy
• High level of initiative
• Flexibility and able to adapt to change
• Able to listen and record accurate minutes of complex, high level meetings
• Able to work as part of a team
• Able to organise complex and challenging tasks e.g. the serious incident process and policy version control records
• Time management skills and/or experience of working within a busy/demanding environment
• Confidence and ability to establish effective working relationships at all levels and including with external agencies and stakeholders
• Calm under pressure
• Pleasant in outlook with a positive attitude to tasks
• Flexible approach to working arrangements
• Flexible approach to working hours when required to suit the needs of the team
• Analytical skills
• Strong attention to detail and accuracy
• Self-motivated
• Ability to forward plan
• Organisational skills.
• Adapt priorities and workload in response to fluctuating demands
• Ability to use own judgement/initiative
• Confidence to make informed decisions and know when to seek advice
• Physical skills (Speed, accuracy, dexterity)
• Willing to attend further training courses (as and when required)
• Professional appearance

Desirable

• Ability to deal with sometimes irate and worried people accessing the service and raising concerns/making complaints
• Evidence of ongoing personal development and willingness to further progress

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Navigo Health and Social Care CIC

Address

Navigo House, 3-7 Brighowgate

Hybrid of office based and Home working

Grimsby

DN32 0QE

Employer's website

https://navigocare.co.uk/ (Opens in a new tab)