Job responsibilities
The position is for one full time position, and one part time position.
Quality Officer
- Support the Quality Assurance Framework by providing evidence that provides confidence in consistency and excellence of Service offerings.
- Effectively support the Head of Contact Centre Service Excellence, with a range of administrative duties, to implement, maintain, and review the Quality Assurance framework and strategy to ensure excellence in service delivery based on evidence from reports and validation activities.
- Review the compliance adherence of suppliers Quality Assurance by reviewing call quality and validating these against relevant scripts and guidance material, and highlighting concerns where identified.
- Monitor calls or interactions to ensure processes have been followed, conduct quality checks to identify errors or deviations from established standards.
- Undertake root cause analysis ofissues, and develop solutions to improve processes, products, or services.
- Document quality assurance activities, maintain records of checks, and report on quality performance.
- Communicate quality issues and collaborate with various teams to resolve problems.
Complaints Officer
- Undertake the accurate and timely investigation and resolution to individual feedback, complaints and MP enquiries regarding National Response Operations activity.
- Liaise with colleagues in Scripts & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
- Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity
Operational Support Officer
- Ordering Test Kits
- Monitoring team email inboxes/calendars, meeting administration and reporting
- Maintaining data bases, monitoring data flows including GDPR compliance
- Producing performance packs with stakeholder engagement and analysing performance data
- Liaise with colleagues in Scripts & Content and Policy teams to identify answers to complaints, and respond fully, seeking appropriate approval for proposed resolution activities.
- Apply consistent methodologies to ensure that potential incidents and data breaches are identified and reported at the earliest opportunity
General Operations
- Support the development of systems and procedures where necessary to ensure efficiency, quality and cost effectiveness across the business support and administration function.
- Participate in relevant internal working groups/projects, services and initiatives across the organisation representing the Team or Division
- Provide cover as directed by line manager for other members of the team in their absence and assist with their workloads as necessary.
- Develop and maintain stakeholder relationships at all levels
- Work collaboratively across teams and functions, and across the organisation
- Take responsibility for the promotion of wellbeing across the division by role modelling positive and inclusive leadership and contributing actively to the creation of a supportive culture
- The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of UKHSA.
- As a Category 1 responder under the Civil Contingencies Act 2004, UKHSA has a set of civil protection responsibilities which it must fulfil in the response to any emergency or major incident. Staff may be asked to contribute to the preparedness for and response to major incidents and emergencies (as defined in the UKHSA Concept of Operations) as required.
- The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by your line manager
Recruitment would be primarily covering the Quality and General requirements responsibilities, but the individual may be asked to work across other areas as required.
Essential Criteria
- Experience of working in a Quality Assurance role in a multi-channel Contact Centre operation.
- Significant administrative experience including developing, and maintaining office systems, including handling sensitive information.
- Experience of organising meetings and producing supporting paperwork including agendas and taking minutes/actions.
- Experience of working as part of a team to achieve a common goal.
- Experience of working in a customer focused environment.
- IT skills including advances Microsoft Office experience (all areas).
- Ability to develop and maintain constructive relationships with all professional disciplines.
- Excellent communication (written and verbal) skills, with the ability to adapt their communication style to the audience.
- Maintain own levels of performance in challenging circumstances and encourage others to do the same. Demonstrate persistence and resilience, achieving success by delivery despite obstacles or setbacks.
- An understanding of and commitment to equality of opportunity and good working relationships.
- Ability to work without direct supervision working to tight and often changing timescales.
- Promote diversity, inclusion and equality of opportunity, respecting difference, and external experience.
Desirable criteria
- Experience of working with outsourced suppliers using commercial and contractual knowledge to maintain and improve performance
Selection Process Details
This vacancy will be assessed using a competency-based framework which will assess your qualifications, knowledge and experience and/or skills and capabilities outlined in the essential criteria.
Stage 1: Application & Sift
Competency Based
You will be required to complete an application form. You will be assessed on the listed 12 essential criteria, and this will be in the form of a:
- Application form (Employer/ Activity history section on the application)
- 1000 word supporting statement.
This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria. You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible). Please do not email us your CV.
Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words. We will not consider any words over 1000 words.
Longlisting: In the event of a large number of applications we may longlist into 3 piles of:
- Meets all essential criteria
- Meets some essential criteria
- Meets no essential criteria
If used, the pile Meets all essential criteria will proceed to shortlisting.
Shortlisting: In the event of a large number of applications we may conduct an initial sift, on the lead criteria of:
- Experience of working in a Quality Assurance role in a multi-channel Contact Centre operation.
Desirable criteria may be used in the event of a large number of applications/large amount of successful candidates.
If you are successful at this stage, you will progress to interview & assessment.
Feedback will not be provided at this stage.
Stage 2: Interview
Competency Based
You will be invited to a single remote interview.
Knowledge, experience, skills & abilities will be tested at interview
Interviews dates to be confirmed.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Location
This role is being offered as hybrid working based at any of our Core HQs. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, and London). Our core HQ offices are modern and newly refurbished with excellent city centretransport links and benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).
Security Clearance Level Requirement
Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can beappointed. The level of security needed is Basic Personnel Security Standard.
Eligibility Criteria
External: Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).
Salary Information
If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.
Please be aware that the salary is based on the office location.
Executive Officer (EO)
- £28,547- £33,196 (National)
- £44,148- £50,121 (Outer London)
- £32,624-£37,737 (Inner London
