Knowledge & Process Excellence Lead
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Job Summary
Job title:
Knowledge & Process Excellence LeadJob Description:
Knowledge & Process Excellence Lead
Salary: Up to 38000 depending on experience
Location: Home working with travel to either Leeds Blackburn or Manchester as required
Capita Health & Welfare employs a diverse range of people taking in health professionals enquiry centre agents and operations staff. Capita has a long and rich history of working in the NHS and is central to our future strategy and with Primary Care Support England (PCSE) were transforming healthcare delivery. Our services enable the NHS to spend less time on administration and more time looking after its patients. Our teams are helping to move medical records providing supplies via an online portal and managing GP practice closures and mergers.
The support we offer ranges from key administrative and payment services to managing supplies performers list and market entry applications through to moving medical records. We do this and more for GPs Dentists Opticians and Pharmacists as well as those working in the teams around them and associated disciplines.
We are looking for a Knowledge & Process Excellence Lead to design implement and maintain a robust knowledge management framework that supports operational excellence continuous improvement and compliance across all service areas.
Responsibilities
Design and maintain Standard Operating Procedures (SOPs) process guides knowledge articles and customer communication templates that drive consistency and deliver improved customer outcomes.
Design and implement knowledge assessments to measure team competency identify gaps and reduce the risk of quality failures.
Provide expert training and guidance on knowledge management tools methodologies and best practices to enhance organisational capability such as CO Pilot Chat GPT AWS.
Support workshops (e.g. Customer 360 resolution workshops) to drive service improvements.
Leverage analysed data from multiple sourcesincluding customer feedback complaints work items and webinar FAQsto identify recurring themes emerging trends and improvement opportunities.
Lead workshops and improvement sessions (e.g. Customer 360 resolution workshops) to foster collaboration and drive actionable outcomes.
Ability to generate and support innovative ideas that improve organisational performance
Able to identify repetitive tasks that have the potential to be automated
About You
Excellent communication and stakeholder engagement skills.
Strong organisational and analytical abilities.
Ability to produce clear concise and engaging written content
Familiarity with digital content management systems and process documentation
Experience in managing knowledge resources in a regulated environment
Skilled in end-to-end process analysis and customer experience mapping
Experience of building AI agents as a knowledge tool using Co Pilot Chat GPT or equivalent - Desirable
About PCSE
PrimaryCareSupportEngland(PCSE) is delivered by Capita on behalf of NHS England and NHS Improvement (NHSEI) to deliver digital logistical and support services to every GP Dentist Opticianand Pharmacist providing NHS servicesin England.
Our focus is on improving these services by standardising all processes nationally to make each service more efficient. To date we have already transformed a number of services for Primary Care Support including orderingmedical supplies tracking medical records maintaining the Performers Lists for England and processing Ophthalmic GOS payments. These services are now all hosted on PCSEs online platform PCSE Online.
Whats in it for you
A competitive basic salary (Up to 38000 depending on experience)
23 days holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office volunteering for our charity partners or a cause of your choice
Auto-enrolment to our company pension life assurance a cycle2work scheme 15 weeks fully paid maternity adoption and shared parental leave paternity pay of two weeksand plenty more
Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising to health & wellbeing travel and technology
Access to our Employee Network Groups which represent every strand of diversity and allow colleagues to connect and learn from each other on an open inclusive platform
Unlock Your Potential with Capita
At Capita your career can take you wherever your ambition leads. Youll become part of a diverse network of talented forward-thinking professionals working across a wide range of disciplines and sectors. Were committed to your growth offering endless opportunities to expand your skills explore new paths and advance your career.
Join us and discover a career with purpose. #CareersWithPurpose
Customer first always Fearless innovation Achieve together Everyone is valued
What we hope youll do next:
Choose Apply now to fill out our short application so that we can find out more about you.
Equal Opportunities
At Capita were committed to providing an inclusive barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if youd like to discuss any adjustments you might need during your recruitment process. Please email or calland well get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process please email our Talent Acquisition team -
AI & Fair Recruitment at Capita
At Capita we use technology including AI-enabled tools to help us manage applications consistently and fairly. These tools support our recruitment teams they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team and all decisions are made by people. If you need any adjustments during the process were here to support you.
How We Use AI in Our Hiring Process
To help us deliver a fair consistent and efficient recruitment experience Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments please let us know and well be happy to support you.
Location:
Home-Based - GBRUnited KingdomTime Type:
Full timeContract Type:
Permanent
Key Skills
About Company
We help millions of people each day with digitally-enabled solutions to transform and simplify the connections between government & citizens, businesses & customers.
