Job Description

You will lead a comprehensive quality assurance system that focuses upon the quality and effectiveness across the Customer Services Directorate. This will ensure in-depth reviews, raising quality and standards in accordance with regulatory requirements in Care Quality Commissioned registered services, non-registered services and Customer Services.

By supporting teams to both, maintain and improve services this will raise quality and standards. You will oversee our process to use “Learning from Experience” to ensure all areas of Customer Services benefit from the learnings experienced by others. Also leading internal audit and self-assessment processes to influence completion of agreed actions and recommendations.

This also requires you to undertake quality assurance visits, self-assessments in relation to local and national objectives and ensuring plans that improve quality outcomes across the Customer Service Directorate, raising standards to improve the lives and environment for customers.

What you'll need to succeed

• A demonstrable experience in working in a regulated environment where Quality Assurance is a main priority.
• Experience of working in the areas of quality assurance and governance frameworks.
• Demonstrable experience of dealing with complex issues, particularly involving residents/customers
• Experience to challenge concerns arising from the quality of provision or contract compliance
• Ability to work alone and prioritise own workload. The ability to work to deadlines.
• Ability to write succinct, accurate, professional reports arising from Quality Assurance visits and other activity.
• An understanding of process improvement, together with the ability to identify opportunities to maximise quality and efficiency

Additional information

This role will be a national role with some amounts of travel across our locations (both offices and services / estates).

To meet our commitment to providing safe, high quality services to our customers we will complete an enhanced background check with the Disclosure and Barring service, which will include a check of the Adult Barred list, once an offer of employment is made.

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What you'll get in return

You’ll be working in a fast-paced environment where you can benefit from our comprehensive in-house training to continue developing your skills. We offer excellent benefits, including:

• 28 days annual leave plus public holidays and an additional Belief Day, with the option to buy or sell up to 5 days leave
• Healthcare cashplan
• Matched contribution pension scheme (up to 9%)
• Enhanced maternity, paternity and adoption leave
• Salary sacrifice schemes and season ticket loans
• Life assurance scheme
• Paid volunteer days
• Plus lots of voluntary benefits including cash back and discounts from high street names

Required Knowledge, Skills, and Abilities

• A demonstrable experience in working in a regulated environment where Quality Assurance is a main priority. • Experience of working in the areas of quality assurance and governance frameworks. • Demonstrable experience of dealing with complex issues, particularly involving residents/customers • Experience to challenge concerns arising from the quality of provision or contract compliance • Ability to work alone and prioritise own workload. The ability to work to deadlines. • Ability to write succinct, accurate, professional reports arising from Quality Assurance visits and other activity. • An understanding of process improvement, together with the ability to identify opportunities to maximise quality and efficiency