Budget: to be determined

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1 JOB DESCRIPTION Job title: Reports to: Responsible for: Hours: Location: Business Improvement Head of Service Improvement & Outreach Staff: Evaluation Research Officer Budget: to be determined 37.5 hours/week Head Office, Hammersmith, London, W6 Job Purpose: To lead the Business Improvement Function, assessing and analysing the current performance and quality of service provision delivered by the Services Directorate, recognising, developing and recommending improvements to processes, systems and provision as appropriate and in line with external trends and, Prostate Cancer UK s objectives. To develop and implement the necessary infrastructure, such as knowledge management and quality control systems in order to evidence effectiveness and value for money in accordance with the charity s funding requirements whilst ensuring the charity s services have a UK wide presence and are the first choice for those affected by prostate cancer who require information and support. To work closely with the Impact & Evaluation Team to ensure services are appropriately evaluated and lessons learned and communicated. 1. Team The Services Directorate is multi-disciplinary with expertise ranging from specialist nurses through to volunteers affected by prostate cancer who have been recruited and trained to provide peer support and outreach activities on behalf of the charity. The Business Improvement Function, part of the Services Directorate, monitors, analyses, evaluates, reports on and suggest improvements to the delivery of a wide range of high quality services to people affected by prostate cancer. These services include a specialist nurse-led Helpline, service, on-line forums, written information, peer support, social media initiatives, health improvement activities, and an increasing range of direct clinical and health improvement activities delivered regionally Mar

2 2. Organisation chart Head of Service Improvement & Outreach Service Development Business Improvement H&SC Prof Engagement Vacant Service Development Team Evaluation Research Officer H&SC Prof Officer 3. Duties and key responsibilities Business Analysis To manage the development of a monitoring and evaluation function for Services in line with the charity s requirements (working closely with Policy and Campaigns). To manage implementation and delivery of a service evaluation and monitoring programme including compliance checks (working closely with the Policy and Campaigns) to ensure that all services are regularly evaluated. To support service managers in the assessment, review and improvement of their services, in particular making use of lean methodologies. Desired outcomes include, improved effectiveness and value for money, and staff and user satisfaction. To lead on activity within Services related to collecting, analysing and reporting on the charity s service activity and outcomes. To commission research to evaluate existing services or to develop new service areas. To recommend improvements and implement findings resulting from service research and evaluations. To ensure that user views are adequately represented within all services. To evaluate complaints and work with the relevant managers to develop systems to prevent recurrence of issues raised through the complaints system. To regularly report to the Business Team, and when required to the Executive Team, on service trends and key issues related to service delivery and development making recommendations as required. To identify, support and monitor the key elements of effective practice, audit and quality issues, research, risk management and health and safety. Service Development To undertake service reviews to ensure that services are up-to-date, extending our reach and meeting the needs of users. To commission research with service users to inform development of services. To be the champion in the directorate for ensuring user engagement throughout the programme of service development and delivery. To identify partnership opportunities with other organisations on key service developments Mar

3 With the Service Development Team, to identify and investigate potential areas for new service developments, working closely with other teams across the charity as appropriate. To work in liaison with the Head of ICT to identify and implement infrastructure and technological requirements to support service delivery, for example, database system, telephony, knowledge management, evaluation and improved reporting systems. Quality Management To ensure development and implementation of quality control systems to ensure that all services meet the highest possible standards. Operational Management To promote, in collaboration with section managers and heads of service, continuous improvement through activities including compliance, risk management, research, education and training, and promoting evidence-based practice. To deliver programmes to improve business performance across all teams. To develop policies, processes and procedures relevant to the services and in line with organisational partnership practices. To be jointly responsible, as a member of the Services Team, for the effective implementation of all Health and Safety legislation. To ensure that Data Protection and control protocols are adhered to. To ensure the development and implementation of appropriate continuous professional development initiatives. External representation To represent the charity at external meetings and working groups. To represent services on behalf of the charity with new or potential supporters. People management Provide effective management and leadership, and conduct performance and development reviews on staff, to ensure motivated performance, high quality service delivery and achievement of the business plan Develop and support effective team working. Develop, foster and maintain excellent relationships with all relevant internal/external stakeholders and organisations. To act as a positive role model, promoting effective team working, respect, innovation and excellence. General Responsibilities Ensure that own knowledge and expertise is kept up-to-date Support the development of wider plans and strategies for the Services Directorate and Prostate Cancer UK as a whole. Be proactive in keeping up to date with developments affecting the role Abide by organisational policies and practices, and the charity s values and Working Principles. Support diversity and equality of opportunity in the workplace Contribute to team meetings and organisational priorities and be an effective member of the team. Carry out other associated duties as may arise, develop or be assigned in line with the broad remit of the post Mar

4 PERSON SPECIFICATION Job Title: Business Improvement This person specification sets out the essential, minimum qualities we are seeking for this post. Please ensure that your application demonstrates how you meet the criteria. You may include voluntary, unpaid and paid work. Skills and Abilities Criteria Criteria tested/shown at Application Interview Test Ability to analyse and interpret service activity data Ability to research and present service trends Ability to seek and manage feedback from services users in a way that supports service improvement Ability to manage change Demonstrate passion for continuously improving the customer experience Ability to develop and present solutions /improvements to areas service delivery concern Ability to involve service users and volunteers in service planning and evaluation Ability to write concise reports and proposals Ability to develop detailed operational plans Ability to input into large-scale crossorganisational projects Ability to develop and manage budgets Communication skills, including an ability to communicate clearly and assertively with a wide range of internal and external stakeholders Ability to manage multiple priorities Influencing skills Mar

5 Experience Experience of business improvement and system/process re-engineering. Experience of service evaluation/ reviews Experience of delivering service improvement initiatives based on research/evaluation/feedback Experience of collaborative working across teams and directorates Experience of team management a team Experience of working with service users Experience managing budgets Experience of measuring user impact on social media and websites. Education, training, qualifications Educated to a degree level, or equivalent experience Knowledge Knowledge of service evaluation/review techniques A working knowledge of business processes and ability to identify areas of improvement Knowledge of quality control techniques/systems Knowledge of financial management developing budgets, monitoring and reporting on financial performance Knowledge of user involvement principles Data protection issues Other requirements Support diversity and equality of opportunity in the workplace Enthusiasm and willingness to be flexible in achieving targets and outcomes. Commitment to the charity, its values and Working Principles Desirable Qualification in business improvement/quality assurance Mar

6 Date written: Signed: Print Name: Signed: Print Name: Jobholder Line Mar