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Training & Quality Assurance Lead - Customer Services

Guy's and St Thomas' NHS Foundation Trust
£42,470 to £50,364 per annum (incl. of HCA)
Closing date
22 May 2024

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Other Health Profession
Band 6
Contract Type
Full Time
Are you an aspirational and experienced Leader, with highly developed skills in training, quality assurance and compliance in an NHS environment?

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.

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

About us

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 o A comprehensive staff health and well-being programme o Ride to work scheme o Employee assistance programme o 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.

Job description

Job 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.

  • 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 relationships 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 departments 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



  • Educated to degree level or equivalent experience in a relevant area


  • Formal quality management training or certification
  • Qualifications related to training, coaching or mentoring

Previous Experience


  • Recent experience of working in an NHS training environment
  • Previous experience of delivering a quality management system and the management of call centre/switchboard operations
  • Responsibility for one or more system or activity in a quality capacity eg SOP administration
  • Experience of quality control e.g. auditing, monitoring or related activities


  • Experience of trials in all phases of research particularly Phase I clinical trials
  • Familiarity with the MHRA Phase 1 Accreditation requirements
  • Experience of writing and reviewing standard operating procedures and training plans
  • Leadership experience
  • Line management experience
  • Project management experience including use of project management tools and presentation of project plans to senior colleagues



  • Understanding of regulatory requirements as they relate to QA
  • Ability to demonstrate technical knowledge and skills in managing QA, training, compliance and assurance
  • Strong problem solving skills
  • Ability to identify and prioritise work
  • Ability to identify and escalate risks appropriately
  • Ability to communicate effectively with roles at all levels within the organisation, negotiating effective outcomes


  • Prior experience of performing audit of performance relating to telephony systems such as Avaya
  • Expert operational knowledge of electronic training and quality management systems
  • Experience of training others

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust


St Thomas' Hospital

Westminster Bridge



Any attachments will be accessible after you click to apply.


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