Customer Quality Officer

Abbeyfield Group; Metropolitan Borough of Solihull; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Annual leave 33 days + holidays

Dayforce Wallet access

Virtual GP access

Induction and training

Pension and life assurance

Employee assistance programme

Cycle to work

Discounted gym membership

Blue Light Card discounts

Menopause-friendly accreditation

Job summary

Abbeyfield Living Society is seeking a Customer Quality Officer to provide independent QA across Care and Housing services. You will undertake audits and quality reviews, identify risks, and support services to deliver sustainable improvements.

You will work with operational teams, using data and customer feedback to drive improvements, and coach managers to share best practice across services. This is a crucial role to enhance outcomes for customers and residents.

Qualifications

• Experience in quality assurance, compliance, governance or auditing.
• Experience in service improvement within regulated Care, Housing, Health or Social Care is desirable.

Responsibilities

• Undertake audits, quality reviews and compliance assessments.
• Identify risks and opportunities for improvement.
• Produce clear, evidence-based reports.
• Coach managers and colleagues to implement improvements.
• Support safeguarding and regulatory requirements.

Skills

Quality assurance

Compliance

Governance

Auditing

Service improvement

Job description

Customer Quality Officer

Location: Remote - Home Based. With travel required across Abbeyfield Living Society Care and Housing services.
Hours: 35 Hours. Monday – Friday. 9am – 5pm
Salary: £35,000 per annum
Contract: Permanent

About Abbeyfield Living Society

For almost 70 years, Abbeyfield Living Society has been a leading provider of housing and care for older people across England.

Guided by our five core values – Care, Compassion, Community, Integrity and Excellence – we're committed to creating welcoming communities where people can thrive and receive high-quality care and support.

About the role

Are you passionate about quality, compliance and continuous improvement?

We're looking for a Customer Quality Officer to provide independent quality assurance across our Care and Housing services. You'll undertake audits, quality reviews and compliance assessments, identify risks and good practice, and support services to deliver sustainable improvements.

You'll work closely with operational teams, using data, evidence and customer feedback to identify opportunities for improvement. You'll also provide coaching and guidance to managers and colleagues, produce clear assurance reports and share best practice across our services.

This is an excellent opportunity for someone who wants to use their quality and compliance expertise to make a real difference to the experience and outcomes of our customers and residents.

About you

You'll have experience in quality assurance, compliance, governance, auditing or service improvement, ideally within a regulated Care, Housing, Health or Social Care environment.

We're looking for someone who:

• Has experience undertaking audits, quality reviews and compliance monitoring.
• Can analyse information, identify risks and trends and recommend improvements.
• Has experience supporting and monitoring improvement plans.
• Can produce clear, evidence-based reports and communicate findings confidently.
• Is able to coach and support operational colleagues.
• Has a good understanding of safeguarding, risk management and regulatory requirements.
• Is confident working independently, managing priorities and challenging constructively.
• Is committed to delivering positive outcomes for customers and residents.

A full UK driving licence and access to a vehicle insured for business use is essential, as the role involves extensive travel across England, including overnight stays when required.

What we offer

At Abbeyfield Living Society, we want our colleagues to feel valued, supported and able to develop. In return for your commitment, we offer:

• Up to 33 days paid leave, including bank/public holidays. 3 extra days annual leave after 5 years service
• With Dayforce Wallet, access your extra pay instantly, with no waiting until payday!
• Book Virtual GP appointments, claim back healthcare and dental expenses with Medicash
• Comprehensive induction and training
• Pay progression within role based on skills and contribution
• Learning and career development opportunities – support with on-the-job qualifications
• Occupational sick pay
• Company pension and life assurance
• Employee Assistance Programme
• Discounted gym membership
• Cycle to work scheme
• Shop and save vouchers
• Opportunity to obtain Blue Light Card discounts
• A menopause-friendly accredited organisation

If you're passionate about quality and continuous improvement and want to make a positive difference across our Care and Housing services, we'd love to hear from you.