Operational Lead, Service Experience & Quality

The Salvation Army; Birmingham; In loco; GBP 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

The Salvation Army is seeking an experienced Operational Lead to drive Service User Experience, Inclusion and Quality initiatives. You will design, test and deliver services that meet the diverse needs of modern slavery survivors, embedding equity, language access and inclusive practice from the outset.

You will establish practical frameworks, standards and assurance processes across mobilisation, collaborating with the Talent Development Lead and other stakeholders to ensure person-centered and

Competenze

• Significant experience in service design, quality assurance or service improvement within victim support, social care or public services.
• Demonstrable commitment to embedding equity, diversity and inclusion in service delivery.
• Experience of co-production or user-involvement methods with vulnerable or marginalised groups.
• Strong understanding of trauma-informed practice and its application in case management or support services.
• Experience of developing and implementing quality assurance frameworks and practice standards.
• Excellent interpersonal and facilitation skills, including the ability to engage sensitively with people with lived experience.
• Ability to work across multiple workstreams and influence without direct line-management authority.
• Knowledge of modern slavery, the National Referral Mechanism and the policy landscape surrounding victim support.

Mansioni

• Lead the Service User Experience and Inclusion workstream, ensuring the service model is accessible, inclusive and responsive to the diverse needs of modern slavery survivors.
• Develop and embed a co-production framework that meaningfully involves people with lived experience in service design, testing and improvement.
• Lead the Quality Centre of Excellence workstream, establishing quality assurance frameworks, audit processes and practice standards.
• Embed EDI considerations throughout operational design, including language access, cultural competence, disability inclusion, gender-responsive practice and LGBTQ+ inclusion.
• Work with Operational Lead 1 to ensure referral, assessment, support planning and move-on processes are person-centred and trauma-informed.
• Develop approaches for capturing and acting on service user feedback and satisfaction data.
• Lead the development of practice standards and the Quality Management Plan, contributing to milestone deliverables.
• Work with the Talent Development Lead to ensure induction and training reflect inclusive practice and quality standards.
• Build relationships with specialist inclusion organisations and advocacy bodies relevant to modern slavery survivors.
• Contribute to the Service Management Plan and incorporate quality and inclusion measures into operational reporting.

Descrizione del lavoro

The Salvation Army is seeking an experienced Operational Lead to drive Service User Experience, Inclusion and Quality initiatives. You will design, test and deliver services that meet the diverse needs of modern slavery survivors, embedding equity, language access and inclusive practice from the outset.

You will establish practical frameworks, standards and assurance processes across mobilisation, collaborating with the Talent Development Lead and other stakeholders to ensure person-centered and