Quality & Compliance Administrator

Are you the kind of person who loves making sure everything runs smoothly, accurately, and to the highest standard? Triage is looking for a Quality & Compliance Administrator in Bishop Auckland. Triage provides information, advice, guidance, skills, workplace training, work preparation and supportive recruitment services that help people secure a job, progress in the workplace and build meaningful careers. Delivering from locations across Scotland and England, Triage partners with multiple public, private and community organisations.

We are looking for people to join us, who reflect our values. With offices across the UK, our values are what helps unite our teams and provides us with a sense of belonging. For us, our five values frame our interactions and set standards both internally and externally - they are the building blocks on how we do business: "We thrive together", "We do something amazing every day", "We never give up", "We know our knowledge is power", "We act with kindness". In other words, if you have a true passion for working with and helping others, Triage could be the employer for you.

The Quality & Compliance Administrator will provide high-quality administrative support to the Individual Placement Support (IPS) team, ensuring the smooth running of the service. The IPS Administrator will play a key role in maintaining accurate records, financial reconciliation, supporting data reporting, and facilitating communication between team members, partners, and participants. This will include audit checks and adherence to relevant commissioner procedures.

Triage is a Disability Confident Employer who wishes to engage and encourage people with a disability or long-term health condition, ensuring they have the opportunities to fulfil their potential and realise their aspirations. We will interview all disabled applicants who meet the minimum requirements for the job and make reasonable adjustments to ensure candidates are not disadvantaged in any way. Please let us know if you would like to be considered under this scheme when applying.

• Customer Service – Meet, greet and direct all visitors to the office, ensuring a quick, safe and effective flow of visitors especially during peak times.
• Customer Service – Deliver a confident and professional telephone and digital service, answering enquiries promptly both to internal and external customers.
• Customer Service – Actively promote excellent customer service and a positive culture of continuous improvement by encouraging customer feedback.
• Customer Service – Conduct customer service calls to participants and collate and report on findings.
• Administration – Provide day-to-day administrative support to the IPS team, including managing referrals, scheduling meetings, managing calendars, and handling correspondence.
• Administration – Maintain and update service user records and case management systems in line with data protection policies.
• Administration – Oversee the voucher and petty cash process, carrying out regular reconciliations of vouchers and petty cash as directed.
• Administration – Assist with the contract claims process, ensuring all relevant financial documentation and reports are accurate, up to date and submitted within contractual timeframes.
• Administration – Conduct regular financial claim reconciliation and audit checks.
• Administration – Monitor attendance/activity level reporting as required.
• Administration – Assist with the preparation of reports for internal and external stakeholders.
• Administration – Monitor data quality and flag any risks or gaps to the IPS management team.
• Communication & Coordination – Act as a point of contact for internal and external enquiries, responding professionally and efficiently.
• Communication & Coordination – Support coordination of events, training sessions, and stakeholder meetings.
• Communication & Coordination – Liaise with clinical teams, employers, and partner organisations as required.
• Compliance & Quality – Ensure all administrative processes comply with organisational policies and IPS fidelity standards.
• Compliance & Quality – Support audits and quality assurance processes by providing accurate documentation and records.
• Compliance & Quality – Maintain confidentiality and uphold safeguarding procedures at all times.

• At least one year's previous demonstrable experience in providing high-quality customer service both face to face and by telephone in a quality and performance driven environment.
• Proven experience in an administrative role, preferably in a health, employability, or social care setting.
• Experience of financial reconciliation (for example petty cash, financial claims processing, company credit cards etc).
• At least one year's previous demonstrable experience of high-volume input into complex databases where accuracy is essential.
• Strong IT skills with strong knowledge of Microsoft Office packages including Excel.
• Ability to work under pressure to short timescales and multi-task a variety of competing activities concurrently, managing stakeholder expectations effectively.
• A high level of attention to detail with a desire to ensure accuracy at all times.
• Excellent communication skills (verbal, non-verbal, written and listening).

• Experience supporting a team delivering employment or mental health services.
• Understanding of the IPS model or supported employment principles.
• Familiar with case management or CRM systems.

Note: This role is subject to eligibility checks and safeguarding responsibilities as part of standard recruitment processes.