T​EC Quality - Business Support Officer

Job Title: Business Support Officer

Accountable to: Head of Quality and Improvement

Base Location: Home-based with occasional travel

Start Date: TBC

Contract: Part-time, permanent, 25 hours per week – split over 5 days.

Salary: £27,000 full-time – pro rata for part-time £19,285.71

Role overview:

In this role, you will provide key support to the Business Support function for TEC Quality, who operate and deliver the Quality Standards Framework (QSF) auditing function on behalf of the TSA. (TEC Services Association). You will work directly with our customers, internal teams, Associates and external stakeholders, supporting them with a range of queries and support.

Who We Are

2+ million people in the UK rely on Technology Enabled Care (TEC), including social alarms, GPS devices, Environmental Sensors, Daily living monitoring, Telehealth etc, technology that supports people to remain independent at home.

TSA is a membership organisation running a variety of business units to support its membership, but also as a strategic convenor to lobby and campaign on behalf of the TEC Sector. The TSA owns the Quality Standards Framework (QSF), an independent audit and certification programme for the TEC industry, developed through collaboration with TEC sector organisations, regulators, and key stakeholders. The QSF is open to anyone operating in the Technology Enabled Care (TEC) industry in the UK, and it is run by an independent, UKAS-accredited certification body, TEC Quality.

TEC Quality audits a range of stakeholders from TEC Providers, TEC Suppliers and Community Equipment Services. The QSF is outcomes-based and drives quality and safety through robust processes to ensure the customer is protected through certified TEC services.

Our vision is that the scheme is mandated through Government to ensure all TEC services are certified. Currently approx. 160 organisations are enrolled in the scheme and are audited on an annual basis.

TEC Quality provide CPD e-learning to TEC frontline staff who complete the training on an annual basis. This is the first industry specific and professionalised learning developed for the workforce that is competency assured.

Main Responsibilities

• Providing professional administrative support to TEC Quality - Senior Managers, Associates and internal TQ team and customers as required to ensure delivery of a customer-focused and effective business support function.
• To deliver a knowledgeable and high-quality response to all types of customer enquiries and, wherever possible, provide a response at the first point of contact.
• To undertake proactive outreach calls to QSF auditee organisations in line with the engagement and outreach calls procedures, in order to support the auditing process, including meeting retention targets and to support the debt recovery process where necessary.
• To provide administrative support to customers to access the Learning Management System (LMS), assisting with queries via email or TEAMS to ensure appropriate resolution. Proactively managing the LMS and reporting functions and organising CPD certificates for learners.
• To ensure that the QSF audits are administered in line with QSF procedures.
• To support the development and review of operational procedures within the Business Support function
• To conduct the Business Support activities in line with operational procedures and KPI targets
• To support continuous improvement and development of back-office processes and systems to increase efficiency and quality.

K​ey Tasks

• To respond to inbound customer enquiries via phone, email or website, in line with the qualitative and quantitative KPI targets and operational procedures.
• To deliver excellent customer service and business support activities to customers and colleagues to meet organisational and operational objectives
• To conduct proactive customer engagement calls in line with agreed processes and KPI targets.
• To arrange meetings, book accommodation and travel as necessary.
• To provide administrative and operational support for the delivery of the annual conference and other events.
• To provide effective delivery of workforce development learning programme, including the management of the LMS and associated queries from customers.
• To undertake the administrative requirements for the QSF audits, including pre and post-audit support to auditee organisations, outreach calls, document upload checks, support to auditors, issue of audit certificates, management of improvement need processes, etc., to agreed deadlines.
• To ensure that customer records are updated and communication is recorded on the CRM to enable improved reporting, engagement and insight.
• To manage customer satisfaction responses, collating quarterly records to support performance and contract management requirements
• To undertake any training identified as part of the performance reviews and ongoing personal development needs.

K​ey Skills

• Confident, flexible and committed individual always striving to continually improve own personal performance and the performance of the team
• Excellent customer service and communication skills with the ability to engage and maintain relations with internal and external customers and key stakeholders
• Excellent organisational skills and ability to work proactively to support continual improvement of the business support function
• Ability to work under pressure while managing own workload, calendar and deadlines whilst maintaining attention to detail.
• Proficient in the use of Microsoft Office,

General

• Actively take responsibility for personal professional development and identifying training needs to the Head of Service as appropriate.
• To comply with the requirements of the TSA Employee Handbook and work in accordance with all policies and procedures of TSA including Equalities and Diversity, GDPR and Confidentiality Policies etc.
• Reasonably undertake any other duties as required by the line manager that are commensurate with the level of the post.

K​nowledge and qualifications

• Experience in a TEC environment, ideally for a minimum of two years, would be highly advantageous.
• Good understanding of Microsoft Office and CRM and LMS type systems
• Knowledge of the fundamental GDPR principles and able to translate these into the day-to-day administrative activities to ensure compliance

N​B. This job description is intended for use as a guide only and is not an exhaustive list of roles and responsibilities.

C​onfidentiality

In the course of your duties, you may have access to confidential material about members, employees or TSA/TEC Quality business. On no account must information be communicated to anyone other than authorised persons. If you are in any doubt as to the authority of a person asking for information of this nature, you must seek advice from your Line Manager. Similarly, no information of a personal or confidential nature concerning individual employees of the TSA/TEC Quality should be communicated to anyone without the proper managerial authority having first been obtained.

NB This job description is a guideline and is in no way restrictive or definitive and should be read in conjunction with the Association’s policies and procedures.

The post holder should be aware of their obligations under the Health & Safety at Work Act and ensure its contents are observed by all staff.

Post information

The Business Support Officer will be a part-time position and will include some minimal travel across the UK, for ITEC conference and for face-to-face team meetings. You will be a flexible worker based primarily from home.

Salary package £27,000 per annum – pro rata, plus pension and benefits package.

Start date – to be agreed depending on notice period

Please apply by sending a CV with covering letter explaining why you are the right person for the job to Helen Loveday. Helen.loveday@tecquality.org.uk

Deadline for applications: 13^th March 2026

Interviews will take place on 24^thor 25^th March 2026

We will review all applications after the closing date.

Applications received after this date will be considered at the discretion of the organisation.

We do not expect everyone to meet all of the requirements of the person specification, and you may be coming across from a related industry, but in the covering letter please let us know why you think the role is for you and why you want to work with TEC Quality.

More information about TSA and TEC Quality