Job summary
We are looking for a Governance & Communication Business Support Manager to join our team.This role is central to building organisational resilience, supporting clinical & operational leadership, & strengthening patient trust through high quality governance and communication systems.
This role is based at our sites in St Austell and Mevagissey.
INTERVIEWS PLANNED FOR 18th or 19th MAY 2026
Advantages include:
NHS Pension Scheme Membership
6 weeks holiday plus bank holidays
Extra annual leave with long service
Salary sacrifice electric car & bike schemes
Main duties of the job
A key deliverable is to ensure SAHC maintains a CQC overall rating of Good or Outstanding for all its registered sites. This involves leading by example and driving achievement of the required standards, working closely with the SAHC Management Team, the Executive Team, Partners and key contacts in CQC.
In addition, you will lead on several areas across the Governance portfolio, primarily responsible for the overview and reporting of complaints and review of Governance policies and procedures.
Working closely with the Executive Manager and Clinical Director you will ensure resilience within corporate governance.
The role directly supports staff with complaints, acting as the point of escalation when unable to be resolved individually.
You will have freedom to use initiative when managing enquiries and complaints, using discretion in day-to-day working within the team, reporting upwards when necessary. This could include dealing with sensitive or contentious issues, providing non-clinical advice and negotiating with angry or distressed patients/relatives.
About us
St Austell Healthcare has a strong multidisciplinary team comprising GPs, ANPs, Nurses, Paramedics and Pharmacists and an ethos for innovation and collaboration with health and social care partners.
We are an award winning team and take pride in our work and the care we offer our 38,000 patients.
We are constantly seeking new ways of working to enhance service provision and the patient experience, introducing new technologies and methods of working to meet the expectations of our patient group. We are ambitious and wish to provide the best service we can for the people of St Austell.
Job description
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES:
Governance & Compliance
- Lead the development, implementation, and monitoring of governance frameworks, policies, and procedures across the organisation.
- Ensure compliance with CQC standards, NHS contractual requirements, safeguarding duties, data protection legislation, and clinical governance expectations.
Support the Executive Manager with the preparation and submission of CQC reports, ensuring all documentation is accurate and submitted within required timelines.
Supporting the Executive manager in producing/monitoring any improvement action plans needed following CQC monitoring/inspection.
Maintaining an ongoing relationship with Agilio TeamNet to ensure the CQC Tracker tool remains fit for purpose
- Maintain the organisations risk register, incident reporting systems, and governance dashboards, ensuring timely escalation and learning.
- Coordinate internal audits, quality improvement cycles, and policy reviews.
- Support preparation for CQC inspections, NHS England assurance processes, and external audits.
- Oversee complaints handling, ensuring timely responses, trend analysis, and learning dissemination and line manage the complaints co-ordinator supporting role.
Board & Leadership Support
- Provide high quality secretariat support to the Executive Team/Partnership/PCN leadership group, including agenda planning, minute taking, action tracking, and governance reporting.
- Advise senior leaders on governance risks, mitigations, and compliance requirements.
- Produce regular governance reports for internal committees and external stakeholders.
Communication Strategy & Delivery
- Develop and deliver a comprehensive communication strategy for patients, staff, and partners.
- Manage all communication channels, including website, social media, newsletters, patient messaging platforms, and statutory patient information.
- Ensure consistent, accessible, and patient centred communication aligned with NHS standards.
- Lead crisis and incident communication, ensuring timely, accurate, and coordinated messaging.
- Support campaigns related to public health, service changes, digital access, and patient engagement.
Patient Engagement & Experience
- Strengthen patient voice through PPG engagement, surveys, feedback mechanisms, and coproduction initiatives.
- Analyse patient experience data and produce actionable insights for service improvement.
- Ensure communication materials meet accessibility, inclusion, and health literacy standards.
Organisational Development & Culture
- Promote a culture of transparency, accountability, and continuous improvement.
- Deliver governance and communication training for staff.
- Support change management programmes and service redesign initiatives.
Person Specification
Skills, Experience & Attributes
Essential
- Experience in governance, compliance, risk management, or quality assurance ideally within healthcare or a regulated environment.
- Strong communication skills, with the ability to translate complex information into clear, accessible messages.
- Proven ability to manage multiple workstreams, meet deadlines, and work with senior leaders.
- Excellent writing, editing, and digital communication skills.
- Understanding of NHS primary care structures, regulations, and performance frameworks.
- High level of integrity, confidentiality, and professional judgement.
Desirable
- Experience in primary care, PCN management, or NHS governance roles.
- Knowledge of CQC inspection frameworks and NHS England assurance processes.
- Experience managing websites, digital platforms, or patient communication systems.
- Training in information governance, risk management, or communications
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Diploma, Degree or at least 5 years experience in management role
Desirable
- Formal management qualification or membership of a recognised professional body
More info here: Job Advert