Credit Control Assistant Job description Salary Range: £25,307 - £28,524 per annum, pro rata Band: 6 Job type: Part time - 22.5 hours per week, over 3-5 days Contract period: Permanent (could be term time only) Reporting to: Group Management Accountant Team: Location: About Picker Platform services Oxford/hybrid (up to full hours from home, in line with Picker’s remote and home working policy) Picker is an Oxford-based charity with an international reputation as a key authority in the measurement and improvement of patient experience. Our mission is to make person-centred health and social care a reality for everyone. We operate in a Group structure, which includes Picker Institute Europe (the charity) and Picker HWA (a wholly owned subsidiary). Researching and measuring the experiences of patients, service users, and staff are key areas of our work. We develop and run surveys for a wide range of public and private healthcare organisations, as well as national bodies, voluntary sector organisations and international healthcare providers. Furthermore, we conduct original research using qualitative and quantitative social research methods to investigate issues related to people’s experiences of care and organisations’ efforts to improve services. Platform services Platform services is responsible for organisational development and provides corporate support to Picker. This includes liaising with the Board of Trustees and overseeing governance and strategic development. On a day-to-day basis, platform services support other Group teams with communications, finance, HR, and IT related matters. Purpose of the role The Credit Control Assistant manages the group’s sales ledger and related financial and accounting records, including bank reconciliations. The post holder will assist the Group Management Accountant in managing accounts receivable and improving cashflow by focusing on mitigating risks and ensuring credit issued by the group is paid in full and on a timely basis. The ©2025 Picker. All Rights Reserved. Credit control assistant | Job description | SC MC NP CG | September 2025 | Version 1.1 1 Unclassified post holder will continually look for ways to make the debt collecting process more accessible, timely and beneficial for both the group and the client, as well as keeping accurate records. They will enable future decisions by reporting and analysing current financial activity within the group. Duties and responsibilities Responsibility for the administration of client accounts including tasks such as: o Creating and sending invoices to clients, including via client portals o Setting up new client accounts, including conducting credit check/due diligence procedures o Resolving client invoicing queries, with support from internal stakeholders (such as project manager) Issuing monthly statements o o Updating client accounts on NetSuite as needed o Maintaining good working relationships with clients Assisting in the collection of external client debt including tasks such as: o Running aged debtor reports and conducting monthly review of debtors and credit balances o Chase outstanding debt while maintaining good client relations o Managing credit limits o Highlighting debtor issues with internal stakeholders (such as programme and project managers) Acting as the accounts receivable administrator including tasks such as o Creating intergroup recharges o Daily bank posting and reconciliation o Monthly intercompany reconciliation o Monthly reporting o Updating ledger as needed o Actioning emails received as appropriate o Assisting with VAT and other tax requirements as appropriate o Ensure the organisation is compliant with regards to VAT, due to the outside the scope/partial exemption status o Quarterly due diligence checks/credit checks o Assisting with cash flow forecasting: produce estimated cash receipts for cash flow forecasting as required Liaising with colleagues including tasks such as o Providing support and advice to colleagues to ensure that financial procedures and processes are followed Contributing towards the successful operation of the finance function including o Ensuring sales and credit control data and information are collated, stored and analysed in compliance with all group policies, internal working practices and external regulatory requirements. o Maintaining the sales and credit control sections of the Finance Manual and Processes ©2025 Picker. All Rights Reserved. Credit control assistant | Job description | SC MC NP CG | September 2025 | Version 1.1 2 Unclassified o Assisting the Chief Financial Officer and Group Management Accountant in developing and improving the function General duties Contributing to the work of the Group as a whole by: o Fully engaging and participating in the achievement of Picker’s aims and objectives to enhance Picker’s o Advocating new approaches, processes and methods performance o Promoting the sharing of knowledge and communications across teams within Picker; working closely with other teams to deliver projects and promote the work of Platform services. Other reasonable duties commensurate with the grade, as requested by line manager. This job description is not exhaustive and may change as the post or the needs of the business develop. Such changes will be subject to consultation between the post holder and their manager and, if necessary, further job evaluation. Person Specification Experience, knowledge and understanding Demonstrable experience of excellent client service, including resolution of problems or issues Demonstrable administrative experience Good understanding of data protection regulations (including UK GDPR) as they apply to a finance function Experience of the credit control function, including debtor management Experience of working with a range of financial data Experience of managing financial systems, including using integrating management information /accounting software package Use of a finance system eg NetSuite enterprise resource planning financial application or an equivalent accounting application Skills and abilities Excellent attention to detail and a methodical analytical approach Very numerate and confident in handling numeric data High levels of IT literacy, especially in the Microsoft Office suite (including Microsoft Word, Excel, PowerPoint, Outlook, and Teams). Excellent verbal and written communication, including the ability to negotiate and resolve issues E E E E E D D E E E E ©2025 Picker. All Rights Reserved. Credit control assistant | Job description | SC MC NP CG | September 2025 | Version 1.1 3 Unclassified Able to work independently, following managerial direction with limited supervision in order to deliver against agreed personal and organisational objectives and deadlines Excellent grasp of the English language. Personal qualities GCSE maths level qualifications or equivalent professional experience Empathy with Picker and its aims Flexible and facilitative working style E = essential D = desirable E E E E E This job description is not contractual and is liable to change over time. Picker is committed to equality, diversity, and inclusion in all that we do. We welcome applicants from diverse communities and backgrounds, and we are a Disability Confident committed employer. All roles at Picker require a criminal record check. Picker will not automatically refuse to employ someone with a previous criminal conviction. For further details, please contact our HR team by email hr@pickereurope.ac.uk ©2025 Picker. All Rights Reserved. Credit control assistant | Job description | SC MC NP CG | September 2025 | Version 1.1 4 Unclassified
Operations Process Administrator Job Description Salary: Band 6 (£25,307 to £28,524) Job type: Full time Contract period: Permanent Reporting to: Operations Process Manager Team: Location: About Picker Portfolio, Marketing and Communications Oxford/Hybrid (can work up to full time from home in line with Picker’s Home and Remote Working Policy, must be based in the UK) Picker is an Oxford-based charity with an international reputation as a key authority in the measurement and improvement of patient experience. Our mission is to make person-centred health and social care a reality for everyone. Researching and measuring the experiences of patients, service users, and staff are key areas of our work. We develop and run surveys for a wide range of public and private healthcare organisations, as well as national bodies, voluntary sector organisations and international healthcare providers. Furthermore, we conduct original research using qualitative and quantitative social research methods to investigate issues related to people’s experiences of care and organisations’ efforts to improve services. Portfolio, Marketing and Communications Whilst this role sits centrally within the Portfolio, Marketing and Communications team; the Operations Process Administrator will work alongside the Operations Process Manager to manage the systems, processes and administrative support required to support our portfolio including but not limited to our wider Picker Programmes and Learning & Development teams. These teams respectively lead the day-to-day delivery of: • The development of tools and services that support evaluation and improvement programmes • Our learning & development programmes for quality improvement and co-design alongside our in-person events and awards which celebrate and share best practice Both teams work to help people better measure, understand and act to improve experiences of care. Our partners include care providers, national and international organisations, universities, and charities. These efforts help grow the charity’s impact and income by expanding its portfolio of products and services. ©2025 Picker. All Rights Reserved. Operations Process Administrator – AR LW PS | v1.2 1 [Unclassified] Purpose of the Role The Operations Process Administrator will support the Operations Process Manager in their role across the Picker Programmes and Learning & Development teams and will play a key role in supporting the: • Successful implementation of programmes of work, whilst maintaining an excellent customer experience • Design, development, and implementation of administrative processes and documentation systems that underpin programme delivery Operating at a team support level, the role requires the ability to work independently within established guidelines to assess requirements, plan, complete tasks and deliver solutions. The successful candidate will play a key role in maintaining high-quality internal and external outputs, fostering collaboration across teams, and ensure the effective rollout and maintenance of administrative systems, templates and processes. Duties and Responsibilities Programme delivery support • Collaborate with the Picker Programmes and Learning & Development teams to support the successful delivery of programmes of work • Maintain accurate and compliant project documentation in line with internal standards and external regulatory requirements • Monitor programme progress and contribute to internal and external reporting activities • Assist in building and quality assuring surveys within software packages • Provide logistical and administrative support • Create and maintain action plans, tracking progress to ensure timely updates and the completion of tasks Administrative process development • Contribute to the creation, updating, and maintenance of high-quality process documentation and templates • Support the development and implementation of administrative processes and file/folder systems • Liaise with team members and relevant stakeholders to gather views, understand requirements, and incorporate feedback into process improvements Cross-team collaboration • Support the Operations Process Manager in delivering process improvements • Assist with cross-functional initiatives as required, ensuring alignment with team goals and operational standards ©2025 Picker. All Rights Reserved. Operations Process Administrator – AR LW PS | v1.2 2 [Unclassified] General Duties • Contributing to the work of Picker as a whole by: - Fully engaging and participating in the achievement of Picker’s aims and objectives - Developing new approaches, processes and methods to enhance Picker’s performance - Promoting the sharing of knowledge and communications across teams within Picker; working closely with other teams to deliver projects and promote the use of survey findings. • Ensuring compliance with all company policies, internal working practices and external regulatory requirements (e.g. Quality Assurance Framework, Data Protection Act, ISO 27001, ISO 27701, ISO 20252, and MRS Code of Conduct). • Other reasonable duties as requested by line manager. This job description is not contractual and is liable to change over time. Person Specification Experience, knowledge and understanding Experience in administrative process development and documentation management. Experience of organising and maintaining accurate records Ability to confidently manage sensitive/confidential data Knowledge of project management principles and systems Experience of creating structured action plans and the tracking of progress Experience of engaging with stakeholders to gather their input and translate this into process improvements. Experience of deploying online or postal surveys. An understanding of ethical and data protection standards. Interest in social or healthcare research or market research. E = essential D = desirable E E E E E D D D D ©2025 Picker. All Rights Reserved. Operations Process Administrator – AR LW PS | v1.2 3 [Unclassified] Skills / Abilities Ability to work independently to deliver tasks within set guidelines and proactively seeking review and approval from relevant stakeholders. Self-motivated and resourceful with a willingness to adopt a ‘hands-on’ approach to get up to speed quickly. Excellent attention to detail. A collaborative working style – able to work with colleagues at all levels across the team and external clients. Strong verbal and written communication skills. Proficient IT literacy with good competency in Microsoft Word, Excel, PowerPoint, SharePoint and Outlook. Proficient in the use of ClickUp or able to learn and apply new systems Qualifications Relevant experience gained through work or academic studies E E E E E E D E E = essential D = desirable Picker is committed to equality, diversity, and inclusion in all that we do. We welcome applicants from diverse communities and backgrounds and we are a Disability Confident employer. All roles at Picker require a criminal record check. Picker will not automatically refuse to employ someone with a previous criminal conviction. For further details, please contact the HR team by email; hr@pickereurope.ac.uk ©2025 Picker. All Rights Reserved. Operations Process Administrator – AR LW PS | v1.2 4 [Unclassified]
IT Manager Job description Salary Range: £51,914 - £59,328 Band: 3 Job type: Full time or part time (30 - 37.5 hours) Contract period: Permanent Reporting to: Chief Financial Officer Unit, Service line: Platform services, IT Location: Oxford/hybrid (Picker operate a flexible hybrid office/remote working policy however this role will be required to attend the office on a regular basis depending on work activities) Picker Institute Europe Picker is an Oxford-based charity with an international reputation as a key authority in understanding, measuring, and improving peoples’ experiences of care. Our mission is to make person-centred health and social care a reality for everyone. People interact with health and social care services in different capacities - as patients or service users; as family members or friends of people receiving care; as citizens; and as staff. We are interested in people's experiences in each of these roles, and our work recognises the connections between them. Our goal is to influence, inspire, and empower people and organisations to deliver person centred care - and we do this through in a number of ways, including by: Working with professionals, providers, and policy makers to encourage them to embrace and adopt the principles of person centred care; Conducting original research to understand people's experiences of care; Designing and running surveys to measure people's experiences and to provide actionable insights; Providing training, tools, and support to equip organisations to improve services and deliver more person centred care; and Identifying and celebrating good practice, and supporting organisations and professionals to learn from these Platform services Platform services is responsible for organisational development and provides corporate support to Picker. This includes liaising with the Board of Trustees and overseeing governance and strategic ©2025 Picker. All Rights Reserved. IT Manager | Job description | MC CG SR | November 2025 | Version 1.0 1 Unclassified development. On a day-to-day basis, platform services support other teams with finance, HR, and IT related matters. Purpose of the role As IT Manager, you will play a key role in shaping and supporting the development of our IT roadmap. This includes evaluating software and hardware options ahead of planned upgrades and deployments, risk assessing the impact of changes, and ensuring our IT infrastructure remains secure, efficient, and fit for purpose. You will also contribute to a regular review process to maintain the effectiveness and security of our IT estate. You will lead the implementation and maintenance of IT services, including the creation of clear, user-friendly documentation (such as quick start guides) and coordinating the delivery of training to ensure colleagues are well-supported and confident in using our systems. You will help the organisation maintain compliance with key standards such as ISO 27001 (Information Security), ISO 27701 (Privacy Information Management), Cyber Essentials/Cyber Essentials Plus and the NHS Data Security and Protection Toolkit. As a member of the Quality Assurance Forum, you will contribute to the development and improvement of IT-related processes and procedures. In your day-to-day role, you will act as the in-house IT lead to coordinate support to colleagues working with IT partners and also providing general IT advice. You will also manage the operational relationship with our key external IT partner and Managed Service Provider (MSP), Aztech IT, who supports the delivery of our IT roadmap and handles more complex technical or project based issues. Duties and responsibilities IT Strategy and Roadmap: Lead the development and delivery of the organisation’s IT roadmap, ensuring infrastructure supports current and future requirements. Budget and Resource Management: Set, manage, and forecast the IT budget, ensuring cost- effective solutions and value for money. Vendor and MSP Management: Manage relationships with external IT partners (eg, Aztech IT) for strategic projects and complex technical support. Systems and Network Oversight: Oversee IT systems and network infrastructure, including backups, web applications, secure portals, and proprietary software, ensuring performance and reliability. Cybersecurity and Compliance: Maintain compliance with ISO 27001, ISO 27701, Cyber Essentials/Cyber Essentials Plus, and NHS Data Security and Protection Toolkit. o Support Information Governance Manager o Manage Cyber Essentials renewals and audits o Monitor IT inventory and security metrics (eg, Microsoft Secure Score) Operational Support: Provide day-to-day IT support and troubleshooting for all user groups. Ensure timely onboarding/offboarding and maintain IT equipment lifecycle. Project and Change Management: Plan and deliver IT projects, upgrades, and improvements to keep technology current and aligned with organisational goals. Governance and Collaboration: Contribute to organisational governance (eg, Quality Assurance Forum) and work closely with teams to align IT resources with business needs. ©2025 Picker. All Rights Reserved. IT Manager | Job description | MC CG SR | November 2025 | Version 1.0 2 Unclassified Security and Risk Management: Implement robust security protocols, including firewalls, encryption, access control, and vulnerability management. Operational and Support Responsibilities These tasks may be carried out directly or in collaboration with IT partners: Manage the procurement, allocation, and lifecycle of IT hardware (eg, servers, laptops, monitors, peripherals, mobile devices, printers). Oversee the setup and allocation of virtual IT resources (eg, virtual servers, domains, licences). Ensure timely and effective IT onboarding and offboarding for all staff, including equipment setup and account provisioning. Maintain and support IT equipment and backups, including repairs, replacements, and upgrades. Monitor and maintain stock levels of IT consumables and accessories, ensuring cost-effective purchasing. Install, configure, and update software applications as required (patch management). Ensure high standards of safety and security in the use and management of IT equipment. Oversee IT infrastructure and network systems to ensure security, reliability, and performance, including vulnerability management and troubleshooting. Implement and maintain robust data security measures (eg, backup checks, penetration testing, vulnerability scanning, phishing tests). Lead IT projects from conception to completion, ensuring timely delivery and adherence to specifications. Liaise with external vendors and MSPs to procure and manage IT services and products. General Duties Contributing to the work of Picker as a whole by: o Fully engaging and participating in the achievement of Picker’s aims and objectives. to enhance Picker’s o Advocating new approaches, processes and methods performance. o Promoting the sharing of knowledge and communications across teams within Picker, working closely with other teams to deliver projects and to promote the work of platform services. Other reasonable duties commensurate with the grade, as requested by line manager. This job description is not exhaustive and may change as the post or the needs of the business develop. Such changes will be subject to consultation between the post holder and their manager and, if necessary, further job evaluation ©2025 Picker. All Rights Reserved. IT Manager | Job description | MC CG SR | November 2025 | Version 1.0 3 Unclassified Person Specification Experience, knowledge and understanding Proven experience as an IT Manager or similar role Technical expertise in network administration and data governance Ability to manage multiple projects and priorities effectively Experience of providing good customer service Proficiency in budgeting and strategic planning Experience of installing and configuring software applications Experience in setting up and installing hardware High level of IT proficiency including Microsoft Office and Teams, including being able to guide others in their use Experience of working with ISO 27001 and ISO 27701 Experience of working with Cyber Essentials and Cyber Essentials Plus Understanding of the principles of data security and confidentiality Skills and abilities Excellent leadership and team management skills A collegiate working style – able to work effectively with staff at all levels across the organisation and external suppliers and contacts Able to work with a high level of autonomy and the associated attached responsibility to research, trouble shoot and resolve problems Excellent communication and writing skills, including being able to communicate technical details to a non-technical audience Great time management skills including prioritisation to work effectively to meet deadlines on multiple projects Excellent attention to detail, accuracy, including being able to maintain accurate records of IT related equipment and progress on tasks Willing and able to travel within the UK Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent experience Committed to ongoing professional development to stay current with evolving technologies and best practices (study support available). E E E E E E E D D D D E E E E E E D E E ©2025 Picker. All Rights Reserved. IT Manager | Job description | MC CG SR | November 2025 | Version 1.0 4 Unclassified E = essential D = desirable This job description is not contractual and is liable to change over time. Picker is committed to equality, diversity, and inclusion in all that we do. We welcome applicants from diverse communities and backgrounds, and we are a Disability Confident committed employer. All roles at Picker require a criminal record check. Picker will not automatically refuse to employ someone with a previous criminal conviction. For further details, please contact the HR team by email; hr@pickereurope.ac.uk ©2025 Picker. All Rights Reserved. IT Manager | Job description | MC CG SR | November 2025 | Version 1.0 5 Unclassified