Quality Lead

3 weeks ago

Liverpool, United Kingdom Page Personnel - UK Full time

Lead level role within Quality specialist team
- Home based position

**About Our Client**:
HOS are currently evolving their quality processes throughout the casework and quality functions, from quality of service to processes, policies and guidance, and operational decision making.

Join us in our mission to provide an outstanding service and promote fair resolutions. If you are passionate about making a difference and are dedicated to continuous learning and improvement, we want to hear from you.

This is an exciting time to join the Housing Ombudsman Service and the Quality Team. HOS are currently evolving their Quality processes throughout the department, from Quality of Customer support through to Quality of internal processes and guidance. Your support to the Quality and Standards Manager (QSM) will be vital in helping to achieve our vision for the future.

Working closely with the Quality Standards Manager, you will conduct regular quality assurance exercises, analysis of customer feedback, reviews and complaints, and organise and present sessions with casework staff.

You will track quality improvement actions, ensure they are implemented to timescales and deliver training amongst caseworkers as part of the core L&D programme or where a particular focus is required. You will also support the Independent Reviewer of Service Complaints and work to obtain customer perspectives on our service.
- Enabling quality across the dispute support and resolution teams, improving decision making in casework across all areas, driving improvement in decision-making on jurisdiction/intervention/investigation/findings
- Ensuring consistency in approach, that findings and orders are appropriate and proportionate referring to relevant policy, guidance and legislation. That compliance with orders and recommendations is monitored appropriately
- Providing quality guidance on cases, some of which will be difficult and complex, and able to defend those decisions despite criticism and challenge from affected parties
- Conducting quality assurance exercises and track implementation of agreed actions to timescales
- Developing and delivering training to all caseworkers, both as part of the core L&D programme and in response to issues identified through quality assurance exercises or elsewhere
- Supporting publication of determinations and raising awareness of quality issues and themes
- Facilitating regular casework sessions, bringing quality issues and themes to the agenda, and working with the dispute support and resolution teams and others to implement and monitor actions
- Establishing and maintaining knowledge banks
- Support the work of the Independent Reviewer of Service Complaints
- Support other activities aimed at obtaining customer perspectives on our service delivery, e.g. the Resident Panel
- Analysis of customer feedback, reviews and complaints, identifying key issues to help improve service delivery and performance against KPIs
- Qualitative and quantitative data analysis of quality team activities using appropriate software, including Excel and Power BI
- Writing reports for senior management decision makers using qualitative and quantitative data. Presenting data using a range of graphical formats appropriate to the audience and brief

**The Successful Applicant**:
For this role we are looking to speak with applicants who offer experience and knowledge from roles centred around Casework, Complaints, Report writing, Continuous improvement all within a Quality role.

Key knowledge required:

- Familiarity with quality control, assurance, and scrutiny processes in a housing-related or similar regulated environment
- Knowledge and experience of dispute resolution and complaint handling: Familiarity with processes and strategies for resolving conflicts and managing customer complaints. Ability to navigate through challenging situations and find satisfactory resolutions for all parties involved.
- Experience of working within a quality control/assurance/scrutiny environment: Previous exposure to a setting that emphasises maintaining high standards and ensuring adherence to established protocols. Proficiency in conducting thorough inspections, audits, or evaluations to guarantee quality and compliance.
- Project management/support: Proficiency in managing or assisting with various aspects of projects, such as planning, coordination, and implementation. Familiarity with project management methodologies and tools to ensure successful project delivery.
- Excellent report and guidance writing skills: Proficiency in creating clear, concise, and well-structured reports and guidance documents. Skillful in presenting information in a coherent and logical manner.

You'll need to demonstrate transferable skills in the following areas:

- Experience of delivering against set targets and KPIs
- Active listening skills: Skillful in engaging with individuals and demonstrating genuine interest in their perspectives
- Speaking conf

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