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Quality and Knowledge Specialist

NHS AfC: Band 4

Main area
Quality and Knowledge Specialist
NHS AfC: Band 4
3 x 12 month secondment
Full time: 37.5 hours per week
Job ref
Bridge House, Hesketh House, Wakefield House
Newcastle upon Tyne, Lancashire, Wakefield
£21,892 - £24,157 per annum
Salary period
Today at 23:59
Who we are

We’re the NHS Business Services Authority. We provide critical central services to NHS organisations, NHS contractors, patients and the public.  Have you had a European Health Insurance Card (EHIC)? Perhaps you’ve had an Exemption Certificate or have a Pre-payment Certificate to spread the cost of your prescriptions? We issue those. Maybe you’re a member of the NHS Pension Scheme? We administer the scheme on behalf of the Department of Health and Social Care. Ever applied for a vacancy on NHS Jobs? That’s one of our services too.
Our vision is to be the ‘delivery partner of choice’ for the NHS. Our values were developed with our people, for our people and they reflect the fact that we CARE passionately about what we do. They are to be Collaborative, Adventurous, Reliable, and Energetic. We know that how we approach our work contributes to our colleagues’ health, wellbeing, and sense of connection to the business. We aspire to be a great, inclusive place to work.
Our drive to make things easier for our customers has seen us increase the digitisation of our services and we’re using new technology to deliver efficiencies and improve the customer experience. We gather data and use it to help the NHS make more informed and effective decisions, as well as reduce fraud, error, and waste. We also see an opportunity to contribute to the wider health agenda in terms of prevention and health inequalities.

We’re doing exciting things in a complex and challenging landscape so come and join us.
What we offer

Come and work for us and you’ll receive a benefits package that rewards your hard work and commitment, including a minimum of 27 days annual leave per year which increases with length of service plus Bank Holidays and the option to purchase additional leave, time off for volunteering, flexible working options, a generous Pension Scheme, access to loads of online and high street discounts including holidays, computers, insurance, mobile phones and meals out, and perhaps most importantly – a work/life balance.

An opportunity has arisen to join the Quality and Knowledge Team.

If you are a good communicator, are proactive and self-motivated and have a passion for exceptional customer service then this is the role for you.

The aim of Quality and Knowledge is to maintain our Knowledge base, support Citizen Services staff and managers and drive quality improvements across all work streams and customer contact methods.

You will work with colleagues at all levels and act as subject matter experts to deliver support to the Contact Centre, Customer Support, Loss Recovery and Overseas Healthcare Services. You will also collate and analyse Management Information and implement knowledge and quality driven improvements through collaboration with colleagues across Citizen Services.

You must possess substantial knowledge of Citizen Services processes and a passion for pro-actively improving the quality of those services through effective coaching, feedback and continuous improvement.

Step into healthStonewall Top 100 Employer 2020Disability confident leaderDefence Employer Recognition Scheme (ERS) - SilverEmployers Network for Equality & Inclusion

Documents to download

Apply online now

Further details / informal visits contact

Jill Shevill
Job title
Quality and Knowledge Team Manager
Email address
Additional information

Jill Shevill -

Norma Walton - 

Rebecca Gosling -