Quality Standards Manager

Job description

Morgan Hunt are currently working with one of the UK's Ombudsman Bodies, in their search for a temporary Quality Standards Manager.

You will be responsible for overseeing quality assurance of casework across the Dispute Resolution and Dispute Support function, including managing the Quality Standards Team.

You will be responsible for developing and implementing the quality framework, including leading on improvements to quality control and assurance systems, policies and procedures as well as learning and developing resources.

The successful post-holder will have strong experience in a similar position relating to Quality Assurance & Complaints Handling (ideally within the Regulatory, Ombudsman or Social Housing Sectors). You will have experience analysing data and insights to drive service improvements through the development of frameworks, systems, procedures, policies and learning resources.

You will have a strong background in complaints handling, ideally with an internal focus, with the ability to manage a team.

Job Title: Quality Standards Manager

Location: Remote

Hourly Rate: £31.00 - £35.00 (PAYE)

Job Type: Temporary (3 months, with potential extension or permanency)

Hours: Full-time (35 hours per week)

Start Date: ASAP

Key Responsibilities

• Leading regular quality assurance exercises through risk-based sample selection across the full range of our casework, including activities to support delegated authority, peer review and mentoring
• Designing and delivering innovative casework training, inductions and forum sessions to colleagues to increase engagement and understanding of the quality standards
• Project management of business plan activities and projects relating to quality, including collaboration with colleagues where required e. jurisdiction, complaint definitions, key issues and use of evidence, learning activities etc.
• Ensuring the 'Scheme' is kept current and reflects any emerging changes as a result of legislation/the environment
• Delivering on quality KPIs, tracking activities and ensuring reporting is in place to inform relevant stakeholders
• Delivery of the quality team performance and internal performance indicators
• Proactive engagement with caseworkers across the organisation to identify issues and develop approaches that will result in consistent high-quality decisions
• Responsible for the development and review of quality and feedback related policies within the casework manual, and ensuring that these policies are reflected across others where required.
• Providing quality guidance on cases, some of which will be difficult and complex, so we are able to defend those decisions despite criticism and challenge from affected parties.
• Use regular analysis of customer feedback, casework review requests and complaints against the service to identify areas for improvement and ensure actions are taken to deliver these improvements
• Managing and supervising the Quality Adjudicator(s), including planning workloads and activities.
• Developing and maintaining tools and resources to support quality in our dispute resolution and dispute support work, including knowledge banks, a casework library and contributing to assessments of casework management systems or equivalent

Personal Specification

• Knowledge and experience of dispute resolution and complaint handling
• Knowledge and experience of responding to judicial review or legal claims
• Knowledge and delivery experience of quality assurance frameworks
• Experience of developing policies, procedures and guidance documents for a range of stakeholder/levels
• Ability to collect, analyse and report on information including data and insights
• Ability to actively listen, and provide accurate advice
• Excellent customer care and communication skills (written and verbal),
• Planning and prioritising skills, with the ability to work to own initiative (Proactive)

Please contact to find out more information regarding this fantastic opportunity for a Quality Standards Manager.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.