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Administrator - Quality & Customer Experience

Location
Amelie House, Barnet, Golders Green, Greater London, NW11 9DQ

Employment Type
Part Time

Salary
£9,080 + Benefits
Annual

Contact Type
Contract

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The Quality and Customer Experience department is a small team with organisational reach. Its focus is on business improvement, sharing insights from those who experience services in a way that enthuses others to celebrate the good and learn from mistakes. Reporting to the Chief Executive, Quality and Customer Experience interfaces with our wider compliance work (safeguarding, clinical practice, data protection, information governance, health and safety, legal, business assurance, etc); with the community services management team; and with those responsible for delivering high quality services across our care homes and community resources. 

Your role will be to efficiently and accurately meet the administrative needs of the department.

What you'll be doing:

  • Ensuring the keeping of accurate and comprehensive records, in relation to all administration necessary for the smooth functioning of the department
  • Logging compliments and complaints on a database, diarise timeframes for response, and run reports from the database
  • Alerting colleagues to upcoming deadlines for response and support them in running the complaints process to schedule
  • Preparing correspondence such as acknowledgement and update letters
  • Managing diaries, schedule and minute meetings, set up and maintain electronic and physical filing systems
  • Supporting the administration of surveys, evaluations, and other departmental and organisational initiatives.
  • Liaising with Quality Volunteers to obtain records of outcomes of their meetings in resources, administer their expenses claims, and encourage them in their roles.
  • Undertaking all administrative duties as reasonably required by the Quality Manager and the Head of Quality & Customer Experience and support them in their day to day roles.
  • Engaging positively with all internal and external contacts, working in line with Jewish Care’s values of integrity and excellence, being inclusive, creative, and enabling
  • Responding non-judgementally to calls from complainants, taking details accurately, sharing information with departmental colleagues and following established processes
  • Liaising with resources and central colleagues as required, relaying information accurately and non-judgmentally
  • Actively participate in initiatives to support the work of the department (e.g. to support the completion of surveys)
  • Distribute quality committee agendas, papers and minutes following their approval by the Head of Quality and Customer Experience

What you'll need

  • Previous administrative experience, ideally in a fast-paced customer service or quality assurance environment
  • Experience of establishing, developing, and maintaining electronic and paper filing systems
  • Good literacy and numeracy skills.
  • Accuracy and attention to detail
  • Ability to summarise, and to enter data accurately at speed
  • Ability to generate reports from a database
  • Excellent organisational skills
  • Flexible and positive “can do” attitude and a creative approach
  • Ability to interact positively and non-judgementally with complainants and colleagues
  • Proficient user of Microsoft Office applications including Word, Excel, PowerPoint; easily able to assimilate other software packages including Microsoft Dynamics.
  • Ability to deliver accurate high quality work and to quickly get up to speed when coming back into the office after non-working days
  • A constructive team player
  • A positive approach to challenging situations in order to achieve successful outcomes
  • Excellent communication skills

This post is part time for 2 days per week (16 hours) with an actual salary of £9,080 per annum, and is fixed term for upto 12 months to cover maternity leave. Annual leave will be calculated at 20 days pro rata. This post will commence on 1st April 2019.

As part of the interview process selected candidates will be asked to provide a supporting statement outlining their suitability for the role. Prior to interview candidates will be asked to complete a short online assessment, which will tell us a little more about you. Interviews will include an administration exercise, literacy assessment, and a face to face interview.

Benefits
Jewish Care offers excellent benefits and training to all staff. Benefits include, free meals, 20 day’s annual leave, Jewish Care Pension scheme, various discounts, Loans and mileage reimbursement, ride to work scheme, eye tests, employee referral bonus and more.

About
Jewish Care is a leading communal organisation. We are the largest health and social care charity for the Jewish community in the UK, caring for nearly 7,000 people every week. Approximately 1500 staff from multi-cultural backgrounds together with 3,000 volunteers help to maintain their service. It provides a wide range of services to help meet the community’s physical, social and emotional needs, both directly and in partnership with other organisations. We care & support many people including; older people with dementia, disabilities, mental health needs and Holocaust survivors and many more.
We aim to make a positive impact on the lives of Jewish people by creating excellent social care that enhances well-being and inspires them to stay connected to their community. The organisation is committed to finding innovative solutions tailored to the people who use their services.
We are a proud to be multi award winning organisation. Prestigious awards and accolades they have received include; The Skills for Care Best Employer for over 250 people, and The Investors in People Gold standard.

Please be aware that this vacancy will close, once a sufficient number of suitable candidates have been identified therefore, we would recommend that you submit your application as early as possible.

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