Business Development and Quality Assurance Team Leader

East Riding of Yorkshire Council; Beverley; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A local government authority in the UK is seeking an experienced professional to lead a dynamic team focused on managing customer complaints and overseeing housing benefit subsidy processes. This pivotal role involves strategic project delivery, quality assurance, and customer engagement, all aimed at enhancing service delivery and compliance. With a competitive salary and flexible working arrangements, this position offers significant professional development opportunities.

Benefits

Competitive salary

Flexible working arrangements

Professional development opportunities

Pension scheme

Health and wellbeing programs

Generous leave entitlement

Employee discounts

Supportive work environment

Qualifications

• Significant experience in Revenues & Benefits environment.
• Strong leadership and team development skills.
• Experience in data reconciliation and reporting.

Responsibilities

• Manage and deliver service development and quality assurance.
• Lead a team managing complex customer complaints.
• Oversee housing benefit subsidy reconciliation and claims.

Skills

Management of customer complaints

Project management

Communication skills

Data reconciliation

Leadership

Tools

Microsoft applications

NEC systems

Job description

The job itself

We are seeking a dynamic and experienced professional to lead a high-performing team responsible for managing customer complaints, delivering strategic projects, and overseeing the housing benefit subsidy processes.

This is a pivotal role within the Revenues and Benefits service, offering the opportunity to drive innovation, ensure compliance, and enhance service delivery.

With a competitive salary, benefits package, flexible working arrangements, and professional development opportunities.

Benefits

• Competitive Salary:Reflects your skills and experience.
• Flexible Working Arrangements:Blended working pattern.
• Professional Development:Continuous opportunities to enhance your skills and advance your career.
• Pension Scheme:Comprehensive scheme to secure your financial future.
• Health and Wellbeing:Programs including access to counselling services and wellness initiatives.
• Generous Leave Entitlement:Maintain a healthy work-life balance.
• Employee Discounts:Access to various services and products.
• Supportive Work Environment:Collaborative environment that values your contributions and fosters growth.

About the role

You will manage and deliver a comprehensive Service Development and Quality Assurance service, overseeing:

• Delivery of strategic Revenues & Benefits projects and initiatives.

• Customer feedback (complaints, Freedom of Information, Subject Access Requests, MP, Councillor & Ombudsman enquiries)
• Quality assurance for Revenues & Benefits staff.
• Housing Benefit subsidy reconciliation.

You will also represent Revenues & Benefits at corporate, regional, and national events, raising the profile of East Riding of Yorkshire Council as a centre of innovation and excellence.

Significant experience of working within a Revenues & Benefits environment is essential for this role. The ideal candidate should also have experience of project management and driving a team.

Key responsibilities

• Deliver projects and initiatives supporting service transformation and improvement
• Lead and manage a team handling complex customer complaints, FOIs, SARs, MP enquiries, and Ombudsman cases whilst looking for lessons learned and improvements to the customers experience
• Lead, motivate, and develop staff within the section, including performance management and mentoring
• Oversee housing benefit subsidy processes, reconciliation, and claims
• Monitor subsidy data, perform reconciliations, trend analysis, and forecasting
• Represent the service at corporate, regional, and national forums.
• Ensure accurate and timely submission of subsidy claims and work with auditors.
• Collaborate with internal and external partners to improve service outcomes.

Essential skills & experience

• Proven experience in Revenues & Benefits, particularly in housing benefit subsidy and complaint resolution.
• Strong leadership and staff development capabilities.
• Excellent communication and stakeholder engagement skills.
• Analytical mindset with experience in data reconciliation and reporting.
• Familiarity with systems such as NEC is desirable and Microsoft applications.