Quality and Customer Improvement Lead

2 weeks ago

Plymouth, United Kingdom Valuation Office Agency Full time

Job summary

The Valuation Office Agency (VOA) are the public sector�s property valuation experts and advisers with a vision to be a world-leading provider of public sector valuations. Our work is vital to the collection of over �60 billion of revenue which goes back into communities, touching every citizen and every business across England and Wales.

We champion the values of professionalism, integrity, respect and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.

Job description

Quality and Customer Improvement Lead � Role Overview

The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency. The CSC is the first point of contact for our customers, and you will play a crucial role leading our colleagues to support our customer�s needs and upholding the agency�s reputation.

As Customer Service Centre (CSC) Quality and Customer Improvement Service Lead, you will work with the CSC Transformation, Contact, and Quality Lead to continue to shape and refresh the CSC Quality Strategy. You will identify potential for customer improvements and lead the implementation of these improvements in the customer space. You will support the strategic direction of the quality and customer service, whilst ensuring compliance with quality standards.

You will work collaboratively with the CSC Senior Leadership Team, Quality Site Leads. Quality Coaches and Operational Leaders. You will engage with wider Leaders across the Customer Journey and in the VOA in the quality space.

For an insight into working for The Customer service Centre within the VOA, please click on the video link below.

Quality and Customer Improvement Lead � Key responsibilities

Responsibility for steering and monitoring the CSC Quality Strategy across the CSC, supporting the implementation of policies, processes and procedures to improve the experience for VOA customers.Engage and build strong working relationships with the Site Quality Leads and Quality Coaches to inspire a one team approach to Quality across the CSC, identifying opportunities to improve and enhance quality activities.Working with the CSC Quality Lead, Customer Experience Manager (CEM), Site Quality Leads, Quality Coaches, Subject Matter Experts (SME) to facilitate and drive quality changes.Continually evaluate the current CSC Quality Strategy and processes in place to ensure they continue to meet current business objectives, operational needs and customer requirements.Recognise and assess the challenges faced by the CSC in the quality and customer arena, identifying and progressing actions to mitigate risks and leading customer improvement activities across CSC workstreams and wider.Ensure the production of meaningful reports ensuring accurate and timely reporting of the relevant Quality Key Performance Indicators, highlighting Quality and Customer Focused activities for the Unit Manager and Senior Leadership Team.Work collaboratively with key stakeholders to facilitate service delivery, ensuring the CSC Quality Strategy aligns with the VOA Quality Strategy and Customer Experience Strategy.Inspire and motivate CSC teams to deliver excellent customer service through creating and promoting an inclusive working environment that values everyone for their individual contributions.To support teams through changes in the quality and customer experience space by clearly communicating the need for changes, promoting the benefits, and ensuring the team feel consulted in the development of change plans.

Person specification

We are seeking a candidate with a passion for delivering a quality service in a customer focussed environment. As a Quality and Customer Improvement Lead, the successful candidate must have empathy and understanding of the impact processes have on the customer and actively promote the benefits of providing a quality service whilst improving the customer experience, identifying and collaboratively seeking solutions to gain service improvements.

The successful candidate will need to be self-motivated and work collaboratively within their own team, and the wider business. They will build on their existing skills, whilst developing new skills, encouraging and influencing others to do the same. They will be resilient, flexible and adaptable with the ability to build strong networks and influence others to improve customer service experience.

Essential Requirements

�Experience of leading in a customer focused environment with the ability to display a clear understanding of the importance and impacts of delivering an excellent customer service.Proven experience of identifying and leading customer improvement activities, mitigating risks, identifying solutions and delivering results through others to enhance service to customers whilst maintaining operational needs.Excellent leadership, communication and influencing skills, able to build collaborative relationships with geographically dispersed teams, Senior Leaders and wider stakeholders.Strong horizon scanning skills with the ability to identify and communicate business needs clearly, influencing across all levels and handling difficult conversations with impartiality.Proven problem-solving and analytical skills, with attention to detail within the customer arena.The ability to analyse and present customer feedback and Management Information, highlighting future delivery challenges and potential solutions to prevent impacts on customer service.The ability to work flexibly and be able to adapt to competing priorities whilst maintaining standards and delivering against challenging and demanding timescales.Willingness to travel.

Behaviours

We'll assess you against these behaviours during the selection process:

LeadershipManaging a Quality ServiceCommunicating and InfluencingChanging and Improving

Benefits

Alongside your salary of �40,185, Valuation Office Agency contributes �10,850 towards you being a member of the Civil Service Defined Benefit Pension scheme.

We offer a range of flexible working options, a generous leave allowance that starts at 25 days and goes up to 30 days after 5 years� service and a with an average employer contribution of 27%.�

Learning and development tailored to your role.An environment with flexible working options.Family friendly policies including 26 weeks full pay for maternity, adoption or shared parental leave.Employee Assistance Programme offering comprehensive wellbeing support.To learn more about the extensive benefits we can offer you as a VOA employee please download our Benefits Booklet:

  • Quality Improvement Technician

    3 weeks ago

    Plymouth, Plymouth, United Kingdom BMR Solutions Ltd Full time

    Position: Quality TechnicianLocation: Plymouth, UKSalary: £12.50-£15ph DOEBenefits: Shift allowance, Pension scheme, Holiday entitlement, Bank Holidays, Life Insurance, Wellness Programme, Monthly Bonus (based on production), and Additional Benefits.Working Hours: Monday to Friday - 15:00We are seeking a skilled Quality Technician to join our team at BMR...

  • Supplier Quality Lead

    3 months ago

    Plymouth, United Kingdom Intellectt INC Full time

    Job Title:Supplier Quality Lead Location:Plymouth MN(Onsite) Are you a qualitydrivenprofessional with a knack for supplier performance and processoptimization Were looking for a Supplier Quality Lead to drivesupplier and part qualification for Vasper Products.Key Responsibilities: Lead supplier and part qualificationprocesses. Monitor supplier...

  • Continuous Improvement Engineer

    3 months ago

    Plymouth, United Kingdom Rise Technical Recruitment Full time

    Continuous Improvement Engineer Plymouth, Devon Up to £46,000 DOE + Bonus + Overtime + 25 Holidays + Bank Holidays + Training & Development + Free Onsite Parking Are you an experienced in continuous improvement within the engineering/manufacturing sector looking to join a well-established manufacturing company. This company are a well-established,...

  • Continuous Improvement Engineer

    3 months ago

    Plymouth, United Kingdom Rise Technical Recruitment Full time

    Continuous Improvement EngineerPlymouth, DevonUp to £46,000 DOE + Bonus + Overtime + 25 Holidays + Bank Holidays + Training & Development + Free Onsite ParkingAre you an experienced in continuous improvement within the engineering/manufacturing sector looking to join a well-established manufacturing company.This company are a well-established, highly...

  • Clinical Placement Quality Lead

    5 months ago

    Plymouth, United Kingdom University Hospitals Plymouth NHS Trust Full time

    To actively work with HEIs in curriculum development, lead on and advise the Trust on NMC, changes within education. Oversee placement allocation, capacity and quality through effective management of the placement team, taking action to improve where necessary. Lead on quality assurance, monitoring clinical placement areas and ensuring clinical education...

  • Continuous Improvement Engineer

    3 months ago

    Plymouth, United Kingdom Rise Technical Recruitment Ltd Full time

    Continuous Improvement EngineerPlymouth, DevonUp to £46,000 DOE + Bonus + Overtime + 25 Holidays + Bank Holidays + Training & Development + Free Onsite ParkingAre you an experienced in continuous improvement within the engineering/manufacturing sector looking to join a well-established manufacturing company.This company are a well-established, highly...

  • Site Lead

    1 month ago

    Plymouth, United Kingdom Fuller and Forbes Partnership Full time

    Job summary The Site Lead is a key position responsible for overseeing the daily operations at aspecific practice site. This role ensures the smooth functioning of thepractice by managing staff, overseeing patient care activities, and maintaininghigh standards of service delivery and safety. The Site Lead acts as a pivotallink between the practice...

  • Lead Quality Strategist for Projects

    3 weeks ago

    Plymouth, Plymouth, United Kingdom Schneider Electric Full time

    Quality Assurance Project LeaderOverview:We are looking for a Quality Assurance Project Leader to enhance team accountability, ensuring that every member contributes to the Excellence of Customer Experience, Quality, Reliability, and Safety initiatives. You will oversee the Issue to Prevention actions prioritized by the League and propose manufacturing stops...

  • Lead Quality Assurance Specialist

    3 weeks ago

    Plymouth, Plymouth, United Kingdom Babcock International Group Full time

    Position: Lead Quality Assurance Specialist Become a part of Babcock International Group as a Lead Quality Assurance Specialist. In this pivotal role, you will be responsible for upholding the standards of quality for customized military vehicles. Key Responsibilities:Oversee the audit frameworkGenerate comprehensive quality assurance documentationFacilitate...

  • Quality Assurance Specialist

    3 days ago

    Plymouth, United Kingdom Acorn by Synergie Full time

    Job DescriptionJob Title: Quality TechnicianJob Summary:We are seeking an experienced Quality Technician to join our team at Acorn by Synerige. As a Quality Technician, you will be responsible for ensuring the quality of our products, driving continuous improvement, and managing customer complaints.Key Responsibilities:Conduct daily and weekly audits of...

  • Quality Assurance Specialist

    6 days ago

    Plymouth, United Kingdom Acorn by Synergie Full time

    Job DescriptionJob Title: Quality TechnicianJob Summary:We are seeking an experienced Quality Technician to join our team at Acorn by Synerige. As a Quality Technician, you will be responsible for ensuring the quality of our products, driving continuous improvement, and managing customer complaints.Key Responsibilities:Conduct daily and weekly audits of...

  • Quality Technician

    1 month ago

    Plymouth, United Kingdom Acorn by Synergie Full time

    Quality Technician - Plymouth Lates - up to £30,278 plus 25% shift allowance plus circa 10% monthly bonus and overtime Do you have what it takes to ensure quality at its finest? Are you an experienced Quality Technician with a passion for problem solving? Are you awesome at building strong relationships with colleagues? If so, we have an incredible...

  • Quality Technician

    1 week ago

    Plymouth, United Kingdom Acorn by Synergie Full time

    Quality Technician - Plymouth Lates - up to £30,278 per annum plus 25% shift allowance plus circa 10% monthly bonus and overtime Do you have what it takes to ensure quality at its finest? Are you an experienced Quality Technician with a passion for problem solving? Are you awesome at building strong relationships with colleagues? If so, we have an...

  • Quality Assurance Specialist

    5 days ago

    Plymouth, Plymouth, United Kingdom Acorn by Synergie Full time

    Quality Technician RoleWe are seeking an experienced Quality Technician to join our client's team at a busy manufacturing plant. As a Quality Technician, you will be responsible for ensuring the quality of our products, driving continuous improvement, and managing customer complaints.Key Responsibilities:Conduct daily and weekly audits of production to...

  • Business Improvement Officer

    1 week ago

    Plymouth, United Kingdom Berry Recruitment Full time

    Job Opportunity: Business Improvement Officer Position: Business Improvement OfficerLocation: Plymouth About the Role: Our client is seeking a proactive and detail-oriented Business Improvement Officer to join their dynamic team. In this role, you will play a key part in supporting their Senior Business Improvement Officer and various Improvement Managers. ...

  • Quality Technician

    2 weeks ago

    Plymouth, United Kingdom Acorn by Synergie Full time

    Quality Technician - PlymouthLates - up to £30,278 plus 25% shift allowance plus circa 10% monthly bonus and overtimeDo you have what it takes to ensure quality at its finest? Are you an experienced Quality Technician with a passion for problem solving? Are you awesome at building strong relationships with colleagues?If so, we have an incredible opportunity...

  • Quality Assurance Specialist

    5 days ago

    Plymouth, Plymouth, United Kingdom Acorn by Synergie Full time

    Job DescriptionJob Title: Quality TechnicianJob Summary:We are seeking an experienced Quality Technician to join our client's team at a busy manufacturing plant in Plymouth. As a Quality Technician, you will be responsible for ensuring the quality of our products, driving continuous improvement, and managing customer complaints.Key Responsibilities:Conduct...

  • Quality Assurance Specialist

    5 days ago

    Plymouth, United Kingdom Acorn by Synergie Full time

    Job DescriptionJob Title: Quality TechnicianJob Summary:We are seeking an experienced Quality Technician to join our client's team at a busy manufacturing plant. The successful candidate will be responsible for ensuring the quality of our products, driving continuous improvement, and managing customer complaints.Key Responsibilities:Conduct daily and weekly...

  • Quality Assurance Specialist

    3 days ago

    Plymouth, United Kingdom Acorn by Synergie Full time

    Job DescriptionJob Title: Quality TechnicianJob Summary:We are seeking an experienced Quality Technician to join our client's team at a busy manufacturing plant. The successful candidate will be responsible for ensuring the quality of our products, driving continuous improvement, and managing customer complaints.Key Responsibilities:Conduct daily and weekly...

  • Supplier Quality Engineer

    2 weeks ago

    Plymouth, United Kingdom Butler Rose Full time

    Company Overview: Butler Rose is currently representing a leading manufacturer in the Plymouth area who have a current requirement for a Supplier Quality Engineer. Job Summary: As a Supplier Quality Engineer, you will play a vital role in ensuring the quality and reliability of our client's products by leading and managing a small team. You will be...