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TSA Job listings

QSF AUDIT SUPPORT MANAGER

Job Title: QSF Audit Support Manager

Accountable to: Quality and Improvement Manager

Base Location: Home based with occasional travel

Salary: £34,000 plus pension and benefits package

Role overview:

In this role you will provide key support to the Quality and Improvement Manager to facilitate the management of the Quality Standards Framework (QSF) programme and to support organisations through the Quality Standards Audit process. You will ensure that the activities undertaken will deliver outstanding quality membership/audit services to internal teams, customers and stakeholders and support the Quality and Improvement Manager to deliver strategic and operational business objectives.

Main Responsibilities:

  • Manage the day-to-day scheme activities to support members through the QSF programme, including direct line management of the auditing team.
  • To lead on the development and continuous improvement of digital auditing tools and supporting workflows for the QSF audit process.
  • To support the Quality and Improvement Manager to monitor the performance of the business unit’s objectives.
  • Support outreach and retention of certified members by supporting them on their quality journey.
  • Gain a good understanding of members and key stakeholders and connect where possible to support them to operate efficiently within a framework of standards.
  • Support the Quality and Improvement Manager to drive innovation within the service to improve our offer and contribute to growth in membership.
  • Effectively capture and utilise insight from members to inform our work in developing guidance and tools that support members’ continuous improvement.
  • Maintain awareness of external influences and factors to support refreshment of the QSF programme to ensure it is up to date and fit for purpose.
  • Be part of the team that develops the product vision to ensure members have the most up to date guidance and support tools.
  • To ensure that performance and contract management data is collected and reported on via the audit process and other information from providers to support business intelligence.
  • Perform general administrative duties including implementing data onto the CRM system to ensure that customer data is kept updated and aligns with processes and workflows across the business.
  • Ensure continuous improvement and development of back-office processes and systems to increase efficiency and quality.
  • Liaise with the Auditors, Moderators, and Quality and Improvement Manager to ensure audit schedules are completed against the agreed timescales.
  • Complete audits where necessary to cover for auditor absence.
  • Complete timely Moderation of reports with meticulous attention to detail, liaising with Auditors to ensure reports are provided to UKAS standards, and support quality improvement for customer organisations.
  • Support the Tec Quality team and liaise with the TSA team to work in a cohesive manner across all customer types, creating the right culture to encourage creativity and innovation.
  • Work with the Quality and Improvement Manager to support the Specialist Interest Groups (SIGs) and help SIG leads/members with guidance development.
  • Handle low level complaints or comments in line with the Tec Quality policy.
  • Work with marketing team to promote Tec Quality through social media, new projects and Conference and represent Tec Quality at other external events.
  • Keep up to date with new technology and new commercial models to ensure the QSF stays industry relevant.
  • Ensuring compliance with regulations and legislation through robust management of HR functions, health and safety processes, staff records and data protection.

Key Skills:

  • Confident, flexible, and committed individual always striving to continually improve own personal performance and the performance of the team
  • Excellent communication skills with the ability to engage and maintain relations with internal and external customers and key stakeholders.
  • Must be a self-starter with an attitude to get things done.
  • Confidence and ability to adopt a leading role in the cultivation of standards material and inspection mechanisms for quality verification.
  • Excellent organisational skills and ability to work pro-actively and independently and to use own initiative to continually improve the performance of the business and to effectively manage conflicting and competing priorities.
  • A people person with a high level of emotional intelligence and motivational skills.
  • Ability to work under pressure while maintaining attention to detail and continuous improvement.
  • Proficient in the use of Microsoft Office and other systems such as CRM and reporting tools.
  • Ability to communicate at industry level, in a mentoring and supporting manner for organisations to understand and achieve accreditation.
  • To be able to support research into standards development by gathering additional information useful to members to drive forward the quality agenda.
  • Have Industry knowledge, ideally with a TEC Monitoring/Assessment and Installation or Community Equipment background.

General:

  • Actively take responsibility for personal professional development, updating skills and taking advantage of networking opportunities as appropriate
  • To comply with the requirements of the TSA Employee Handbook and work in accordance with all policies and procedures of TSA including Equalities and Diversity, GDPR and Confidentiality Policies etc
  • Occasional travel and overnight stays to support the TSA Events programme
  • Reasonably undertake any other duties as required by the line manager that are commensurate with the level of the post

Knowledge and qualifications

  • A minimum of 2 years’ experience leading teams and operational support services in a manager or Supervisory role.
  • NVQ Level 5 in Management & Leadership or equivalent management qualification.
  • Qualified L2 Introduction to Technology Enabled Care or commitment to achieve within 6 months from appointment
  • Committed to continuous improvement with potential for leadership training
  • Good knowledge of Microsoft Office and TEC Industry call handling platform(s)
  • Good understanding of Health and Safety including risk management and business continuity
  • Good knowledge of the fundamental GDPR principals and able to translate these into the day-to-day operational functions to ensure compliance
  • Good literacy skills including experience in the writing of reports, policies and procedures, and external communications

NB. This job description is intended for use as a guide only and is not an exhaustive list of roles and responsibilities.

Confidentiality

In the course of your duties, you may have access to confidential material about members, employees, or TSA/TEC Quality business.On no account must information be communicated to anyone other than authorised persons. If you are in any doubt as to the authority of a person asking for information of this nature, you must seek advice from your Line Manager. Similarly, no information of a personal or confidential nature concerning individual employees of the TSA/TEC Quality should be communicated to anyone without the proper managerial authority having first been obtained.

NB. This job description is a guideline and is in no way restrictive or definitive and should be read in conjunction with the Association’s policies and procedures.

The post holder should be aware of their obligations under the Health & Safety at Work Act and ensure its contents are observed by all staff.

Post information

The Quality Manager will be a full-time position and will include some travel across the UK, visiting members and stakeholders. You will be a flexible worker based primarily from home.

Start date to be agreed depending on notice period

Please apply by sending a CV with covering letter explaining why you are the right person for the job to Helen Rudkin, Quality Manager – Helen.Rudkin@tecquality.org.uk

Deadline for applications: 01 March 2022

Interview date: 07 March 2022

We will review all applications after the closing date.

Applications received after this date will be considered at the discretion of the organisation.

We do not expect everyone to meet all of the requirements of the person specification, and you may be coming across from a related industry but in the covering letter please let us know why you think the role is for you and why you want to work with TSA.

More information about TSA and TEC Quality: www.tsa-voice.org.uk ; www.tecquality.org.uk

 

BUSINESS SUPPORT ADMINISTRATOR

Job Title: Business Support Administrator

Accountable to: Business Support Manager

Base Location: TSA office base – Wilmslow office

Start Date: 14th March 2022

Contract: Full time, 35 hours per week

Salary: £18,000 - £21,000

Role overview:

In this role you will provide key support to the Business Support Manager and deliver outstanding quality membership and QSF audit and Workforce development administrative services to Associates, internal teams, customers and stakeholders.

Who We Are:

  • 2+ million people in the UK rely on technology enabled care (TEC). Services include smart phone apps supporting people with autism, pendant alarms that raise the alarm if someone falls and GPS systems that locate people with dementia.
  • TSA is the representative and industry body for the organisations that provide, commission, and manufacture these TEC services. We represent over 340 member organisations including housing associations; emergency services; digital health, telecare and telehealth businesses and local authority and health commissioners.
  • Our vision is that people can choose technology enabled care to enrich and enhance everyday life so they can stay independent for longer. Our mission is to drive the transformation and growth of the TEC industry. TSA owns the Quality Standards Framework (QSF), an independent audit and certification programme for the TEC industry, developed through collaboration with care sector organisations, regulators, and key stakeholders. The QSF is open to anyone operating in the Technology Enabled Care (TEC) industry in the UK and it is run by an independent, UKAS accredited certification body, TEC Quality.
  • We also offer high quality advisory business services as well as training packages designed to provide those working in the TEC sector with the key knowledge required for working within the industry and to fulfil career ambitions and organisational objectives.

Main Responsibilities:

  • Providing professional administrative support to the Business Support Manager, Senior Managers, Associates and internal team members as required to ensure delivery of a customer-focused and effective business support function.
  • To deliver a knowledgeable and high quality response to all types of customer enquiries and wherever possible, provide a response at the first point of contact.
  • To undertake pro-active outreach calls to members and QSF auditee organisations in line with the engagement and outreach calls procedures, in order to support business growth and retention targets and to support the debt recovery process where necessary.
  • To provide administrative support to the finance team to support income collection and debt recovery.
  • To ensure that the QSF audits are administered in line with QSF procedures.
  • To support development and review of operational procedures within the Business Support function
  • To conduct the Business Support activities in line with operational procedures and KPI targets
  • To support continuous improvement and development of back-office processes and systems to increase efficiency and quality.

Key Tasks:

  • To respond to inbound customer enquiries via phone, email or website, in line with the qualitative and quantitative KPI targets and operational procedures.
  • To deliver excellent quality customer service and business support activities to customers and colleagues to meet organisational and operational objectives
  • To complete sales orders in line with agreed deadlines
  • To conduct pro-active customer engagement calls in line with agreed processes and KPI targets.
  • To arrange meetings, book accommodation and travel as necessary.
  • To provide administrative and operational support for delivery of the annual conference and other events.
  • To provide pre and post administrative tasks to support effective delivery of workforce development training programme.
  • To undertake the administrative requirements for the QSF audits, including pre and post audit support to auditee organisations, outreach calls, document upload checks, support to auditors, formatting and issue of audit reports etc. to agreed deadlines.
  • To ensure that all communication with new leads, members and auditee organisations is accurately recorded on CRM.
  • To ensure that customer records are updated on CRM to enable improved reporting, engagement and insight.
  • To record and collate data as required by the Business Support Manager and Senior Leadership team to support performance and contract management requirements
  • To undertake any training identified as part of the performance reviews and ongoing personal development needs.
  • Conduct the support and administrative tasks to ensure delivery of the TEC Quality audit requirements in line with the TSA/TQ Service Level Agreement.

Key Skills:

  • Confident, flexible and committed individual always striving to continually improve own personal performance and the performance of the team
  • Excellent customer service and communication skills with the ability to engage and maintain relations with internal and external customers and key stakeholders
  • Excellent organisational skills and ability to work pro-actively to support continual improvement of the business support function
  • Ability to work under pressure while maintain attention to detail.
  • Proficient in the use of Microsoft Office

General:

  • Actively take responsibility for personal professional development and identifying training needs to the Business Support Manager as appropriate.
  • To comply with the requirements of the TSA Employee Handbook and work in accordance with all policies and procedures of TSA including Equalities and Diversity, GDPR and Confidentiality Policies etc.
  • Reasonably undertake any other duties as required by the line manager that are commensurate with the level of the post.
  • The ability to drive to office location and occasional travel for work.

Knowledge and qualifications:

  • A minimum of 2 years’ customer service and administrative experience
  • Good understanding of Microsoft Office and CRM type systems
  • Knowledge of the fundamental GDPR principals and able to translate these into the day to day administrative activities to ensure compliance

This job description is intended for use as a guide only and is not an exhaustive list of roles and responsibilities.

Confidentiality:

In the course of your duties you may have access to confidential material about members, employees or TSA/TEC Quality business. On no account must information be communicated to anyone other than authorised persons. If you are in any doubt as to the authority of a person asking for information of this nature, you must seek advice from your Line Manager. Similarly, no information of a personal or confidential nature concerning individual employees of the TSA/TEC Quality should be communicated to anyone without the proper managerial authority having first been obtained.

NB This job description is a guideline and is in no way restrictive or definitive and should be read in conjunction with the Association’s policies and procedures.

The post holder should be aware of their obligations under the Health & Safety at Work Act and ensure its contents are observed by all staff.

Start date – immediate start is preferable.

Please apply by sending a CV with covering letter explaining why you are the right person for the job to Anicka Fairhurst Business Support Manager anicka.fairhurst@tsa-voice.org.uk

Deadline for applications: Friday 11th March at 5pm

Face to face interviews will take place shortly after at the Wilmslow head office.

 

 


     

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