Quality Officer

CV Life are seeking to appoint a Quality Officer to work within all our venues to embed a quality customer experience across a range of themes including standards of health and safety, safeguarding and cleanliness, etc.
A knowledge of a quality accreditation system such as Quest is essential.

**Reporting to**: Corporate Strategy Director
**Scope**
Coventry Sports Foundation and Culture Coventry Trust are operating as CV Life, so that the scope of this Job Description as a CV Life document extends to cover the employment of employment contracts held with either Coventry Sports Foundation or Culture Coventry Trust.
**Overall purpose and objective of the role**:
To work primarily with Managers across all CV Life Venues and other staff as required to embed a quality customer experience for all venues, focusing on quality across a range of themes including the offer within venues and standards of health and safety, safeguarding, cleanliness, etc.
This position falls within a shared-services working arrangement agreed between the respective Boards of Directors / Trustees of CV Life; Coventry Sports Foundation; Culture Coventry Trust; and the associated group Companies / Trusts, which allows for the sharing of posts and associated services where appropriate and of benefit to the work of the organisations and their respective objectives.
**Main Duties of the Role**
- To work with Senior Managers and the Management Team to establish and maintain measurable customer experience targets and KPI’s.
- To report regularly to the Senior Management Team on customer experience within CV Life venues, facilities and community outreach programmes
- To schedule and carry out a range of mystery visits to venues, facilities and programmes and report findings to the Senior Leadership Team.
- To Mentor Venue Managers / Centre Managers on quality standards and CV Life expectations.
- To help ensure a consistency of customer service and delivery across the portfolio of CV Life facilities and community development programmes.
- To monitor and report key performance indicators for customer experience and quality to ensure that the highest standards are achieved.
- To develop a Customer Strategy and Action Plan, in line with CV Life mission and purpose, to improve and maintain excellent customer experience.
- To work across CV Life to continually review the quality of the customer journey / experience and seek to bring ‘added value’ as part of the service package.
- To work with partner organisations to analyse their perception of working with CV Life in terms of delivery and reliability and implement processes to ensure that the Company is perceived to be a high quality partner organisation to others.
- To identify those specific and particular functions within the company that are key to the customer experience and manage programmes of continual improvement accordingly.
- To develop, implement, and maintain customer policies and procedures that ensure consistency of service across all areas of CV Life delivery and partnership working.
- To keep up to date with developments in customer experience and review strategy and policies as necessary.
- To actively promote and manage the process of continuous improvement in customer service standards including contributing to the development, delivery, and evaluation of corporate training programmes for customer experience.
- To ensure accurate customer service records are developed and maintained and provide reports on both measured and anecdotal commercial advantage that has resulted from improvements in customer service.
- To be responsible for mentoring, counselling, supporting, advising, coaching and the development of staff to improve the customer experience.

**This job description is neither exhaustive nor exclusive and may be reviewed and updated depending upon operational requirements and staffing levels.**

**Responsibilities for all employees**
- To embrace and lead by example on the Company’s key values of PRIDE, PASSION, and PERFORMANCE or those that might at any time be subsequently re-defined.
- To undertake all duties and fully comply with all the Company’s general standards and those relating to the specific requirements of the role.
- To carry out tasks at a range of sites that are either operated or managed by the Companies / Trusts or where services are delivered by the Companies / Trusts.
- To be involved in any aspects or opportunities for sharing of good practice, expertise and responsibilities within the Companies / Trusts. To generally help promote the work and public image of the Companies / Trusts, always maintaining high standards of customer service and personal appearance.
- To attend and fully engage with all internal training and development requirements and opportunities, and maintain such qualifications as required by the demands of the role.
- To interact positively with customers adopting a friendly and professional approach at all times.
- To supp