Apprentice Quality Experience Officer

Golearnleicestershire; Glenfield; On-site; GBP 25,000 - 28,000; Full time

Job summary

Leicestershire County Council is seeking an Apprentice Quality Experience Officer to engage with people who use contracted adult social care services and their families, collecting views to inform service improvement.

You will handle calls, face-to-face interactions, and send questionnaires, using MS forms, Excel and Word, while balancing workload to meet deadlines and maintain confidentiality. The role may involve some travel around the county.

Qualifications

• Must be able to work independently and with others.
• Level 3 Apprenticeship training provided with time allocated.
• Experience using Excel, Outlook, MS Forms and Word in work settings.

Responsibilities

• Gather views from people using contracted services and their families.
• Conduct telephone calls, face-to-face conversations and distribute written questionnaires.
• Use IT applications (MS Forms, Excel, Word) to compile and analyse feedback.
• Prioritize workload to meet deadlines set by Quality and Contracts Officers.

Skills

Independent working

Team collaboration

Data analysis

Written English communication

Education

GCSE English & Maths or equivalent

Level 3 Apprenticeship

Tools

Excel

Outlook

MS Forms

Word

Job description

Organisation:Leicestershire County Council

WorkLocation:Leicestershire County Council, County Hall, Glenfield, Leicestershire, LE3 8RA

Salary:£25,191 to £28,146 (pro rata for part time) (pay review pending)

WorkingHours:37 hours per week (including 1 day allocated for apprenticeship).

ContractType:Fixed Term (Maximum of 24 months from start date).

Closing Date:7th September 2026.

Interview Date(s):24th and 25th of September 2026.

Do you want to help the Adults and Communities Department improve the quality of the services people receive and do you enjoy interacting with people?

If so, would you like to join a friendly team where you will be responsible for gathering the views of people about their experiences of using adult social care services and views of staff who work for providers of services?

About the Role

The Quality and Contract team works with independent and voluntary providers who hold contracts with Leicestershire County Council. The Apprentice Quality Experience Officer will provide a dedicated resource who will seek the views of people (and or their relatives) who use these contracted services and their families on the services they are in receipt of.

The Quality Experience Officer will listen to people’s views, supporting them to have an opportunity to provide honest feedback and this will form a vital part of the intelligence held about providers and the quality of the services they offer. The Apprentice Quality Experience Officer will also support the Quality and Contracts team to seek feedback from staff who work for contracted providers.

This will involve encouraging people to feel confident to voice their opinions so where needed action can be taken to improve the quality of services across Leicestershire. Providers can be given honest feedback on people’s opinion of the services which can be positive or constructive.

This role will involve you in making telephone calls, speaking to people face-to-face and sending out written questionnaires and you will be required to use a variety of IT applications including MS forms, Excel and Word. You will be responsible for prioritising your own workload to meet deadlines set by Quality and Contracts Officers.

The role may involve some out of hours working including travel to a variety of locations around the county.

The role is a career graded role and passing the apprenticeship forms part of the career graded progress.

About You

To apply for this post, you must:

• Be able to work independently and together with other members of the team.
• Be committed to complete a Level 3 Apprenticeship - You will be given full training and time to complete the apprenticeship and will be supported to develop your skills in working with people, understanding information and data analysis.
• Be experienced in using IT applications such as Excel, Outlook, MS Forms and Word preferably in a work based setting including creating documents using IT applications such as spreadsheets.
• Be able to speak with people at ease and provide advice and written reports in accurate spoken English and have a GCSE level (or equivalent ability) in English and Maths, or the ability to obtain these level of qualifications as part of the apprenticeship training.
• Have an ability to understand and use data to produce simple summary reports and be able to produce reports which accurately reflect and record the answers shared by people and staff.
• Have an ability to balance risk and have an awareness of safeguarding people at risk of harm and be able to manage difficult situations and conversations.
• Maintain confidentiality at all times and understand the importance of GDPR and data protection.

In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact:

Jessamy Wykes-Robinson, Quality and Contracts Manager

Telephone: [phone]

Email: [e-mail]