Operational Lead: Service UX, Inclusion & Quality (12-month)

The Salvation Army; Birmingham; Híbrido; GBP 40.000 - 55.000; Jornada completa

Descripción de la vacante

The Salvation Army in the UK is seeking an Operational Lead 2 — Service User Experience, Inclusion & Quality for a 12‑month fixed-term contract. The role sits in our Birmingham office with Agile Flex working and focuses on inclusive service design, quality assurance and co-production with survivors.

You will lead the Service User Experience and Inclusion workstream, embed co-production, and drive the Quality Centre of Excellence while maintaining trauma-informed practice across delivery teams.

Formación

• 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.
• 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.

Responsabilidades

• 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 milestones.
• 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.

Conocimientos

Service design

Quality assurance

Co-production

EDI / inclusion

Facilitation

Stakeholder engagement

Trauma-informed practice

Descripción del empleo

The Salvation Army in the UK is seeking an Operational Lead 2 — Service User Experience, Inclusion & Quality for a 12‑month fixed-term contract. The role sits in our Birmingham office with Agile Flex working and focuses on inclusive service design, quality assurance and co-production with survivors.

You will lead the Service User Experience and Inclusion workstream, embed co-production, and drive the Quality Centre of Excellence while maintaining trauma-informed practice across delivery teams.