Assistant Director of Quality and Service

2 weeks ago

Telford, United Kingdom Maninplace Estate Community Interest Company Full time

As Assistant Director of Quality and Service you are responsible for making sure that services are being seamlessly and consistently delivered to the customers of Maninplace. You will be part of the senior management team.

The role of the Assistant Director of Quality and Service is primarily employee & customer focused and will involve overseeing a range of functions to facilitate the delivery of superior services to the end-users.

The key responsibilities of the Assistant Director of Quality and Service is to ensure that Safeguarding, service delivery, training, regulative property and employment standards, line managing of management team and service support processes are on track for the consistent delivery of a high level of customer service, in an effective and cost-efficient manner.

A full-time onsite role, the Assistant Director of Quality and Service is also expected to identify challenges for customers of trauma and addiction issues and promote the culture of positive response, fostering and maintaining an excellent relationship with end-users, team managers and staff.

The Assistant Director of Quality and Service will embrace both administrative and technical roles in place and have a proven ability to master, understand and operate online case management system developed for the homelessness sector.

**Hours of work**

40 hours per week, in addition of on-call duties out of hours.

**Salary**

£48,000 - 58,000 based on experience and qualifications.

**Qualification & experience**

Level 5 (or equivalent) in Management / Social Care Sector management
Experience of working within the Homelessness, Supported Housing sector, or other regulated services.

**Responsible to**

Board of Directors.

**Location of work**

Across the borough of Telford and Wrekin

**Job Summary**
- As Assistant Director of Quality and Service you are responsible for a variety of tasks, such as rectifying reliability issues, monitoring progress, tracking KPIs, and ensuring the ethos and values are known and delivered.
- As Assistant Director of Quality and Service you will join and provide leadership to the Service Managers, encouraging and supporting them to achieve
- As Assistant Director of Quality and Service you will play a crucial role in positively driving the development and retention of staff
- As Assistant Director of Quality and Service you will play a vital role in boosting the customer experience by ensuring the smooth delivery of the highest quality services possible that meet and exceed expectations.
- The Assistant Director of Quality and Service we are looking for must be the best suited applicant that can work within the ethos of Maninplace, be a skilled and hard-working individual who possess superb leadership and interpersonal skills, who is passionate about delivering end-to-end opportunities for customers to start to realise their potential.

**Standards Management**

The Homelessness sector whilst not regulated is impacted by legal requirements and legislation.
- Housing Law
- Homeless Reduction Act
- HMO Regulations
- Employment Law
- Data Protection Legislation
- Environmental Health legislation
- Food Hygiene legislation
- Property Standards
- Legal Service Contracts

Welfare Benefits regulation and eligibility requirements

Exempt Providers and Supported Housing regulations

You will be required to develop and build on your knowledge of the legislation and keep a pace with changes.

**Duties & responsibilities**
- Daily activities._
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating the resolution, and establishing effective communication between each of the parties involved and facilitate post-incident follow up and reviews
- Ensuring that systems, procedures, and methodologies in place are being used to support outstanding service delivery
- Developing a deep understanding of services to gain insights into the scope of service delivery and it’s challenges
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analysing third-party as well as internal processes, and as part of the directorship team create strategies for service delivery optimisation Performance and Quality Management
- Monitoring, managing, and conducting service delivery audits.
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the Board of Directors on service performance
- Taking accountability of recruitment and retainment of staff and working with personnel, including performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between service areas and administrative services
- Abilities required_

Proficiency in leading both physica

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