Job info	Job info details
Job title	Quality Assurance Support Officer
Strategic team/Directorate	Children's Services
Service	Learning Academy
Business unit	Quality Assurance Hub
Responsible to (day to day issues)	Team Leader - Quality Assurance
Accountable to (line manager)	Team Leader - Quality Assurance
Salary grade	E
JE ref	JCT34a

1. Key purpose of job

• To provide Business Support to the Quality Assurance Hub enabling them to provide a high-quality, cost-effective Quality Assurance service to managers and staff from all agencies working with children, young people and families.
• To act as the first point of contact for enquiries from staff, as our customers.
• To support the team in the administrative duty’s needed to deliver Quality Assurance activities. 

2. Anticipated outcomes of post

• Colleagues (internal and external) will be able to participate in quality assurance activities efficiently and effectively.
• Best value in delivery of services will be achieved and work towards improved outcomes for children and young people through effective quality assurance arrangements.
• To achieve improved outcomes for children and young people in Torbay.
• To support the service with inspection frameworks. 

3. List key duties and accountabilities of the post

• As an Employee of Torbay Council, all roles are expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. The Designated Senior Lead for Safeguarding is the Chief Executive and Director of Children’s Services.
• To provide Business Support to the Quality Assurance Hub enabling them to provide a high-quality, cost-effective Quality Assurance Learning & Development service to managers and staff from all agencies working with children, young people and families.
• To act as the first point of contact for enquiries from staff and partners, as our customers, including the appropriate taking of messages.
• To assist the service with the production of resources for training, meetings and quality assurance activities.
• To use systems to upload required quality assurance documents, information and data.
• To be responsible for the maintenance of effective and efficient business support procedures for use across the service.
• To be responsible for the effective organisation of meetings (including attendance for minute taking purposes when appropriate) and training events, liaising with appropriate colleagues to book venues.
• To provide consistent and accurate quality assurance information to the management team and our customers as and when required by utilising the systems available. 
• To support the team with gathering and analysing information and data to inform management decision making and contributions to management reports.
• To achieve a high standard of presentation and layout in the production of letters, reports, documents and online materials.
• To be responsible for the collation and theming of quality assurance evaluation data for spreadsheets, management reports and contract management purposes.
• To manage the consumables used within the Learning Academy to ensure a ready supply of resources.
• To deliver a high standard of customer service both with internal and external 'customers' when using any communication media including telephone, email and face to face.
• To follow the practice standards for the team complying with timescales as far as possible.
• The post holder will be required to prioritise their workload in an environment of high demand when priorities can change with short notice.
• Work independently in the delivery of this role due to size of team and responsibilities held. This will include managing queries and where possible providing a response on behalf of the team or taking action to resolve issues raised.
• To work flexibly across the learning academy directorate in conjunction with other business support. 

4. Budgetary/Financial Responsibilities of the post

• None. 

5. Supervision/Line Management Responsibilities of the post

• None. 

6. Working environment and conditions of the post

• Normal working environment and conditions. 

7. Physical demands of the post

• Normal physical effort. Transporting training equipment and materials. 

8. Specific resources used by the post

• Normal office equipment. 

9. Key contacts and relationships

• External - Provision of multi-agency safeguarding training will require this post to have contact with all partner agencies including health, police, schools, childcare providers etc from frontline practitioners to senior managers.
• Internal - Can be anyone within Torbay council in terms of safeguarding or quality assurance and its business of service delivery.  Typically, will be Children’s Services and Human Resources.

10. Other duties

• To undertake additional duties as required, commensurate with the level of the job. 

Other Information

• All staff must commit to Equal Opportunities and Anti-Discriminatory Practice.
• Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
• The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. And are aware that the Chief Executive and the Director for Children's Services are the Safeguarding Leads for the Council. 
• The post is eligible for hybrid.
• This post is office based at The Town Hall, Torquay but the post holder may be required to move their base to any other location within the Council at a future date.
• You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be taken into account when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
• The Council operates a Smoke-Free Policy, and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement. 
• The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
• The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
• The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
• If this post is a customer facing role and meets the requirements of the Immigration Act 2017 (part 7) the ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.
• If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
• If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing gov.uk/view-driving-licence and providing a code to your Line Manager in order to share your driving licence information with the Council.

Person Specification

Note for Candidate

All Candidates

The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement. In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.

Candidates who consider that they have a disability

Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.

If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.

Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.

If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.

Job info	Job info details
Job Title	Quality Assurance Support Officer
Strategic team/Directorate	Children's Services
Service	Learning Academy
Business unit	Quality Assurance Hub

Skills and effectiveness

Essential skills and effectiveness

• Effective interpersonal and communication skills including telephone manner with a customer focused approach to work.
• Able to convey technical information clearly and politely.
• Discretion and Trustworthiness: Handling sensitive information with confidentiality and integrity is crucial. 
• Ability to be flexible and diplomatic, with good interpersonal skills when dealing with people at all levels. 
• Ability to cope with a wide range of tasks within a short time scale and work to deadlines.
• Ability to manage own workload and future plan.
• High degree of accuracy and attention to detail within written, oral and numeric work.
• Ability to take accurate minutes. 
• Ability to work effectively both independently and as a team member – ability to take initiative.
• Methodical and accurate approach to work.
• Ability to take initiative and be a self-starter with a logical and methodical approach to problems.
• Effective organisational skills.
• Proven effective ICT skills.
• As this post meets the requirements of the Immigration Act 2016 (part 7), the ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.

Desirable skills and effectiveness

N/A

Knowledge

Essential knowledge

• Experience of working with a range of IT software including Microsoft Office (Word, Excel, Outlook, PowerPoint) and Internet Explorer. 

Desirable knowledge

• Knowledge of Local Government policies and procedures. 
• Knowledge of local safeguarding children boards or equivalent multi-agency partnerships.
• Working knowledge/understanding of current Children’s Services issues and initiatives. 
• Knowledge of application of online learning systems.
• Knowledge of learning and development, e.g., training cycle. 
• Knowledge of copyright legislation and data protection to ensure materials and processes are compliant.

Experience and achievements

Essential experience and achievements

• Experience of working within a team and on own.
• Experience of working in a busy office using a range of administration procedures. 
• Experience of dealing with a range of enquiries via telephone, email and face to face. 
• Demonstrable experience of providing administrative support.

Desirable experience and achievements

• Experience of working within a learning and development environment.
• Experience in applying set criteria to establish entitlement (to learning and development opportunities).
• Experience in producing timely reports as prescribed. 

Qualifications/professional memberships

Essential qualifications/professional memberships

• Educated to GCSE O Level standard in English and Mathematics at Grade C and above or equivalent. 

Desirable qualifications/professional memberships

• Educated to A Level standard or equivalent such as NVQ 2/3 in Business and Administration. 
• European Computer Driving Licence or equivalent. 
• RSA Stage II or equivalent. 
• Customer Care Qualification. 
• Website management. 

Other requirements

Other requirements of the job role

• Demonstrates a commitment to safeguard and promote the welfare of children and young people. 
• Ability to carry out the physical requirements of the role (i.e. manual handling). 
• Ability to travel efficiently around the Bay in order to carry out duties.