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NHS Business Services Authority
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About
The NHSBSA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people’s age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.
We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability.
The NHSBSA will not normally re-engage a former employee in any capacity including in a self-employed/consultancy capacity; through an agency; in a temporary or permanent post or to a supply list, for a period of 12 months after the redundancy date.
Associate Research Operations Specialist
Accepting applications until: 14-Jul-2024 23:59
Vacancy status: Open
Accepting applications until: 14-Jul-2024 23:59
Key details
Location
- Gwefan
- Stella House
- Cyfeiriad
- Goldcrest way, Newburn Riverside
- Tref
- Newcastle Upon Tyne
- Cod post
- NE15 8NY
- Major / Minor Region
- Tyne and Wear
Contract type & working pattern
- Contract
- Fixed term: 12 months
- Oriau
- Full time
- Flexible working
Salary
- Cyflog
- £25,147 - £27,596 per annum
- Cyfnod cyflog
- Yearly
- Gradd
- (NHS AfC: Band 4)
Specialty
- Prif leoliad
- Associate Research Operations Specialist
Trosolwg o'r swydd
The Associate Research Operations Specialist is responsible for ensuring User Researchers have a representative sample of users for their research, and for ensuring research data is safe, compliant, and accessible by the wider organisation. As part of the User Centred Design community, this role will follow the strategic direction of the Research Operations (ResearchOps) team to help enable user researchers at NHS Business Services Authority to do their best work.
As Associate Research Operations Specialist you will be supporting the growth of ethical, scalable, and efficient research in NHSBSA. You will be helping to put the user at the heart of a variety of services which affect the lives of millions of people.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Flexi time
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
Advert
As Associate Research Operations Specialist you will be supporting the growth of ethical, scalable, and efficient research in NHSBSA. You will be helping to put the user at the heart of a variety of services which affect the lives of millions of people.
You will coordinate research participant recruitment, consent, and incentive processes plus other key aspects of research operations as a key component in our user-centred design team. You will be responsible for:
1. Supporting Research Operations activity, including recruiting research participants and supporting the wider Research Operations team.
2. Supporting ways of working in user research at NHSBSA, including overseeing the consent process, ensuring data compliance and governance in all data handling, coordinating research incentives and supporting research ethics.
3. Sharing knowledge and expertise in data management with the user centred design community and wider NHSBSA
4. Supporting the management of the research library where outputs of user research and associated research materials can be stored and retrieved
5. Coordinating tools and software used by the user research community to safely and effectively conduct user research
6. Supporting and following the inclusion strategy for user research at NHSBSA, to further build the research panel and ensure user researchers have access to a diverse and representative sample of service users, in particular those with low digital literacy and access needs.
Gweithio i'n sefydliad
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.
Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
The Research Operations Assistant is responsible for ensuring User Researchers have a representative sample of users for their research, and for ensuring research data is safe, compliant, and accessible by the wider organisation. As part of the User Centred Design community, this role will follow the strategic direction of the Research Operations (ResearchOps) team to help enable user researchers at NHS Business Services Authority to do their best work.
User Researchers are an integral part of digital delivery teams. They help their teams develop a deeper understanding of the people who encounter their services, including NHS colleagues, patients, and the general public. Their findings support teams to design and build better services quickly and ethically and aim to mitigate and lower costs of digital services within NHSBSA. They use data and real-life experiences of users to help shape the continuous improvement of digital services.
As Research Operations Assistant you will be supporting the growth of ethical, scalable, and efficient research in NHSBSA. You will be helping to put the user at the heart of a variety of services which affect the lives of millions of people.
You will coordinate research participant recruitment, consent, and incentive processes plus other key aspects of research operations as a key component in our user-centred design team.
1. Participant Recruitment: taking responsibility for recruiting participants for User Research for specific digital services, including:
a. Inviting participants to take part in NHSBSA research and be the key point of contact for support throughout the research process.
b. Recruiting a representative sample of users for NHSBSA services, including liaising with internal and external stakeholders and 3rd party organisations to expand the NHSBSA research panel.
c. Logging participant information to meet Information Governance and GDPR requirements.
d. Taking responsibility for ensuring incentives are distributed and accurate financial records are kept to meet finance incentive processes.
e. Responsible for monitoring the team shared mailbox and ensuring all participant recruitment queries are dealt with quickly and effectively.
2. Insight & Knowledge Management: Supporting Research Operations activity, including:
a. Coaching and mentoring members of the team to deliver high quality outputs.
b. Attending and participating in the Research Operations community of practice.
c. Providing regular updates on Research Operations within the user research and design communities of practice, CX network, DDaT Directorate meetings.
d. Work with the UR community to ensure the Research Roundup contributions are collated and shared regularly and consistently across the NHSBSA.
e. Promoting via various communication methods, the ‘Research Library’ as a source of knowledge across the NHSBSA and collecting feedback on how improvements can be made.
f. Supporting any additional research operations activity at NHSBSA.
g. Ensuring compliance with all confidentiality and governance requirements, supporting User Researchers to do the same with any data handling (GDPR, IG, cyber security etc).
h. Sharing knowledge and expertise in data management with the user centred design community and wider NHSBSA.
3. Guidance & Templates: Supporting ways of working in user research at NHSBSA, including:
a. Producing accurate documentation and guidance to support team development.
b. Supporting training of relevant teams in research operations best practice.
c. Supporting research practices and policy reviews.
d. Following consent processes and supporting User Researchers with consent forms.
e. Supporting the consideration of research ethics and accessibility needs when recruiting participants and supporting the development of the User Research Playbook.
f. Supporting the onboarding and offboarding of researchers.
g. Coordinating requests for research incentives, including raising requests and logging purchases for audit purposes.
4. Governance: Supporting the management of the research library where outputs of user research and associated research materials can be stored and retrieved, including:
a. Working with other members of the Research Operations Team and wider digital, data and technology teams to understand user researcher needs for file storage.
b. Supporting the management of a self-service insights library to allow colleagues across the organisation quick access to user research findings.
c. Preparing library summaries and extracts as required.
d. Ensuring that the library is accurate, up to date and adheres to GDPR and data security best practice.
e. Following the established library taxonomy for User Research at NHSBSA.
5. Tools: Coordinating tools and software used by the user research community to safely and effectively conduct user research, including:
a. Lone worker safety devices.
b. Granting permissions and access to the Research Library.
c. Keeping track of research-specific software licenses used in the User Research team.
6. Asset Management: Ensuring that User Researchers have access to any physical resources they need for their role, including:
a. Managing and coordinating any physical technology used in research, such as recording equipment and digital devices.
b. Ensuring all User Researchers are allocated and have a working work mobile phone and are aware of how to use these for the purposes of their role, including safety procedures in face-to-face research. And regularly keeping documentation up to date.
c. Supporting with the planning of face-to-face research, including any processes to enable travel, premises bookings and safety considerations.
d. Coordinating the use of the User Research Lab.
7. Research Panel: Assist the Research Operations Manager with managing the Citizen and Health Professional panels. Monitoring uptake, profiling participants and supporting and following the inclusion strategy for user research at NHSBSA. Continue to expand the research panel and ensure user researchers have access to a diverse and representative sample of service users, in particular those with low digital literacy skills and access needs.
a. Extracting eligible participants for research from the panels.
b. Ensuring contact with panel members meets the sign up guidance provided.
c. Responsible for monitoring the shared mailbox and ensuring all panel queries are dealt with quickly and effectively.
d. Liaising with internal and external stakeholders to support the expansion of a diverse research panel.
e. Networking with relevant trusts, bodies, and charities to build relationships with potential participant providers.
f. Independently building networks to further expand on participant recruitment.
g. Supporting the development of the yearly newsletter to panel members once a year.
h. Follow Information Governance guidelines and ensure opt out participants are removed from the panel and members are re-contacted every 2 years to allow them to opt back and refresh their details.
i. Monitor demographics and identify where the panel is not representative and look for opportunities to improve diversity.
In addition to the above accountabilities, as post holder you are expected to:
1. Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.
2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
3. Foster an environment where your own and colleagues’ safety and well-being is promoted.
4. Contribute to a culture which values diversity and inclusion.
5. Comply with NHSBSA policies, procedures and protocols as they apply to your role.
Working relationships
Responsible to: Service Design lead, Research Operations Manager, Team Manager
Responsible for: Ensuring User Researchers have a representative sample of users for their research, and that research data is safe, compliant, and accessible by the wider organisation
Key relationships and connections:
1. User Researchers
2. Wider UCD Community
3. Delivery managers and project teams
4. Digital & Insight colleagues
5. Internal stakeholders
6. Non-profit organisations
7. Local Authorities
The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. We also welcome applications from all those in the Armed Forces Community.
At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.
We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
A copy of our Privacy Notice is available to view at the link below:
Person specification
Personal Qualities, Knowledge and Skills
Meini prawf hanfodol
- Excellent communication, interpersonal and administration skills.
- Confident in communicating with the public over the telephone, via email and face to face.
- Empathetic and resilient when dealing with sensitive research topics.
- Organised and meticulous.
- Innovative and creative problem-solving skills; drive to identify user-focused solutions to User Research data management and support the wider Research team in their daily tasks.
- Ability to meet tight deadlines and work under pressure with changing priorities.
- Confident IT skills, including the use of Microsoft products (e.g. Word/Excel/PowerPoint/ SharePoint) and collaboration tools (e.g. Trello, JIRA, Miro).
- Good understanding of Excel and more complex spreadsheet functions.
- Team player, willing to help other members of the team.
- Proactive with ability to use own initiative and work unsupervised.
- Reliable and committed.
Meini prawf dymunol
- Knowledge of Government Design Standards (GDS).
- Comfortable with a matrix style of working, supporting different people within a small team with a varied and diverse workload.
Experience
Meini prawf hanfodol
- Demonstrable experience of financial processes.
- Demonstrable experience of working in an office environment.
- Managing multiple priorities and delivering to time scales.
- Handling sensitive information, in particular information from members of the public.
- Experience of working with a wide range of different people of different levels of seniority.
- An awareness of what User Research is and the role it plays in the design and delivery of digital services.
- Knowledge of user research including a range of qualitative research methods, and the types of outputs that user researchers typically produce.
- Working with a diverse team, supporting and challenging where needed.
- Communicating and providing information to varied audiences (verbal, written and numerical).
Meini prawf dymunol
- Experience of working in government or a public sector organisation.
- Awareness of agile development and service teams.
- Knowledge of GDPR and data protection.
Qualifications
Meini prawf hanfodol
- General Certificate of Secondary Education (GCSE), including English and Mathematics, or equivalent experience.
Meini prawf dymunol
- NVQ Level 3 in Research or a similar subject
- A Level or equivalent in a business related subject or equivalent experience .
Further details / informal visits contact
- Enw
- Joshua Moore
- Teitl y swydd
- DDaT People Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 07354923081
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