Quality Assurance Manager

Working on behalf of a Local Authority, Aatom Recruitment has an excellent opportunity for a Quality Assurance Manager on a 3 months contract with a possibility of an extension.

Main purpose of post

• To interface with corporate complaints and customer services to ensure and take responsibility for the effective management of complaints / enquiries and procedures development for the Housing Solutions Service, ensuring that customer care is at the heart of service delivery.
• To act as the subject matter expert across all services in housing solutions ensuring that operational procedures and systems support the delivery of effective and high-quality services compliant with all statutory requirements.

Responsibilities

• Plan and ensure service delivery within a diverse environment to ensure that professional standards are delivered.
• As the Customer Services Champion, provide professional challenge and advice to colleagues, managers and partner organisations.
• Ensure the development and delivery of continuous improvements in all aspects of the service.
• Lead, motivate and develop staff to create and maintain a highly competent and participative workforce.
• Identify, secure, deploy and manage the resources necessary for the professional service area to meet/exceed its objectives.
• Prepare and present a full range of reports (both standard and non-standard) covering area of responsibility.
• Ensure the successful implementation of health and safety legislation, policies and practices.
• Act in accordance with all policies and procedures which apply to the job and understand the reasons for this. To be responsible for driving up service quality using creative and innovative approaches and demonstrating expertise in delivering the Council’s policies in relation to complaints, Members Enquiries, FOIs, Access to Files and customer care.
• In conjunction with the Head of Temporary Accommodation, Reviews & Quality Assurance initiate the development of relevant procedures and procedures, ensuring that services receive high quality advice and support to deliver continuous improvement to customers.
• To regularly review and identify areas of policy and procedures for further development through lessons learnt from complaints / enquiries. Take proactive step to ensure that the service is top of the game in matters of customer excellence.
• To work with service heads to understand the reasons for performance failures, root causes of customer dis-satisfaction and develop effective procedures to deliver a step change.
• To commission and lead on research, qualitative and quantitative analysis to improve customer journey and satisfaction.
• To contribute to service planning and the development of improvement plans across housing solutions.
• To maintain comprehensive information on service performance and learning, prepare and deliver good practice sessions.
• Support the Review Managers in analysing lessons from statutory reviews including s204 appeals and judicial reviews arising from part 6 to ensure that procedures are adequately reviewed, staff trained and learning evidenced.
• Benchmark and regularly identify best practice in the sector to further develop the service and minimise risks.

Skills/Qualifications

• Significant experience of managing a complaints service and service improvement functions.
• An impartial approach and the ability to champion customer service
• Significant experience of commissioning research and analysing findings.
• Detailed understanding of the FOI legislation and Data protection/ Subject Access Request
• Detailed understanding of the role of the complaints process and the Local Government Ombudsman function.
• High level of inter-personal skills and the ability to maintain a good relationship with teams / services across the Council.
• Ability to work in a pressurised environment and meet tight deadlines.
• Experience of carrying out service reviews and developing improvement plans.
• Understanding of housing policies and procedures.
• Experience of using housing management systems (Northgate) to extract and verify information.
• Excellent communication skills and ability to investigate complex complaints and prepare good quality reports.
• Educated to degree level or equivalent standard
• A post- graduate qualification is desirable.

To get more information about this role and how to apply please contact Mia 07950899682.