Operational Lead - Service Experience & Inclusion (12-Month)

The Salvation Army UK and Ireland Territory; Birmingham; On-site; GBP 42,000 - 62,000; Full time

Job summary

The Salvation Army UK and Ireland Territory is seeking an Operational Lead to drive Service User Experience and Inclusion across the mobilisation programme in Birmingham. You will shape practical frameworks, ensure accessibility, equity and trauma-informed practice, and lead quality assurance initiatives to sustain high standards.

You will collaborate with stakeholders, embed co-production with survivors, and develop a Quality Management Plan to support milestone delivery and reporting.

Qualifications

• Significant experience in service design, quality assurance or service improvement within victim support, social care or public services.
• Commitment to embedding equity, diversity and inclusion in service delivery.
• Experience of co-production or user-involvement methods with vulnerable or marginalised groups.
• Understanding of trauma-informed practice and its application in case management or support services.
• Experience developing and implementing quality assurance frameworks and practice standards.

Responsibilities

• Lead the Service User Experience and Inclusion workstream, ensuring the service model is accessible and inclusive.
• Develop and embed a co-production framework involving people with lived experience in design and testing.
• Lead the Quality Centre of Excellence, establishing QA frameworks, audit processes and standards.
• Embed EDI considerations throughout operational design, including language access and cultural competence.
• Collaborate across mobilisation programmes to ensure person-centred and trauma-informed processes.
• Develop approaches for capturing and acting on service user feedback and satisfaction data.

Skills

Service design

Quality assurance

Trauma-informed practice

Inclusion & EDI

Co-production

Facilitation

Stakeholder engagement

Multi-workstream leadership

Education

Quality management certification (ISO 9001 / EFQM)

Experience in public services or victim support

Tools

Quality management systems

Job description

The Salvation Army UK and Ireland Territory is seeking an Operational Lead to drive Service User Experience and Inclusion across the mobilisation programme in Birmingham. You will shape practical frameworks, ensure accessibility, equity and trauma-informed practice, and lead quality assurance initiatives to sustain high standards.

You will collaborate with stakeholders, embed co-production with survivors, and develop a Quality Management Plan to support milestone delivery and reporting.