Quality Assurance and Improvement Manager WCC621024

TN United Kingdom; London; On-site; GBP 54,000 - 75,000; Full time

Job summary

A leading council in London seeks a Quality Assurance and Improvement Manager to enhance housing services. The role involves leading teams, improving customer service, and implementing training for effective complaint management, ensuring a fair and equitable service.

Benefits

Flexible working patterns

Agile working

Support for Care Leavers

Diversity and inclusion initiatives

Qualifications

• Proven experience in a similar role with high performing teams.
• Ability to apply relevant legislation and industry practices.
• Excellent interpersonal skills for diverse interactions.

Responsibilities

• Lead quality assurance and improvement initiatives.
• Develop training on complaints management.
• Coordinate routine quality assurance activities.

Skills

Communication

Leadership

Critical Thinking

Tools

IT

Job description

Social network you want to login/join with:

Quality Assurance and Improvement Manager WCC621024, London

col-narrow-left

Client:

Shared Services Partnership

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

9b1360ff03c4

Job Views:

3

Posted:

14.05.2025

Expiry Date:

28.06.2025

col-wide

Job Description:

Salary range: £54,684 - £74,487 per annum
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP
Hours per week: 36
Contract type: Permanent
Closing date: 1 June 2025

About Us:

THE EXTRAORDINARY STORY OF THE IMPOSSIBLE DREAM

Housing and Commercial Partnerships in Westminster City Council is a world of extraordinary stories. Where people use their vision and commitment to open doors for the next generations.

Nothing beats the feeling of helping someone find their passion. At Westminster City Council, our City Lions team helps young local people engage with culture, creativity and dreams. When they came across a lonely, isolated 16-year-old who called himself a failure, they knew what to do. They worked 1-2-1 to find the thing this boy really loved. YouTube, it turned out. But it’s impossible to turn that into a career, right? Wrong. A week later, he was enrolled on the British Film Institute film-making programme. It was the ultimate light-bulb moment. And it turned him into what he is today – a budding Spielberg with a world of opportunity at his feet.

Please view the extraordinary story of the Impossible Dream here.

The Role:

As Quality Assurance and Improvement Manager you can make your own powerful contribution to Westminster’s success. Our high profile Housing Services are vital to maintaining and enhancing our reputation, and when you join us you’ll work with key partners to deliver excellence in customer service for our residents. Maintaining systems, processes and procedures, and contributing to the regular monitoring and review of your own area of specialism to facilitate service improvement, you’ll lead on the coaching and development of staff by identifying learning and training needs, and act as a role model as we deliver a culture of excellence that responds to our residents’ needs.

Ensuring case reviews are used to reflect and learn from casework practice, and actions are recorded, tracked and completed to support a culture of continuous improvement, you’ll co-ordinate routine quality assurance activities on complaint investigations and responses, work that will focus on offering constructive feedback to responding officers. You’ll also develop reports that share information on performance, trends, service improvement opportunities and emerging issues, ensuring that the accountable officers are acting on recommendations to improve our residents’ experience.

Committed to developing processes, systems and procedures, and adopting appropriate project management and agile approaches to ensure effective and efficient ways of working, you’ll develop and deliver a suite of training on complaints management to ensure that lessons learnt are being embedded across our services. In addition, we’ll expect you to implement new practices that strengthen opportunities to measure the effectiveness of training and support, drive improvements in cross-departmental working, and help to create policies and procedures that deliver a fair and equitable service for our residents.

Please refer to the Job Description for more information.

About You:

With proven experience gained in a similar role, and capable of creating and leading high performing teams that deliver positive outcomes for residents, you’ll have the ability to apply relevant legislation and good industry practice to ensure fair and balanced outcomes, and the skills to communicate effectively with residents and colleagues to achieve the resolution of complex issues. Ready to identify areas of risk and ensure appropriate mitigations are in place, you’ll possess the expertise to drive, test and improve digital solutions that improve efficiency and meet the various needs of the communities we serve.

It's important that you can plan and prioritise your workload to meet tight deadlines, and you’ll be capable of handling multiple tasks and projects at the same time, including service delivery, project support and crisis intervention. Your excellent interpersonal and communication skills will allow you to interact with a diverse range of customers and stakeholders, and as a collaborative team worker you’ll be able to negotiate, influence and inspire confidence with everyone you work with.

Always prepared to take ownership of any feedback you receive, and ready to proactively engage in self-reflection to improve and grow, you’ll apply your critical thinking skills sensitively and compassionately as you work to enhance the resident experience. And as a confident user of IT, you’ll have the self-motivation to use and promote the management of information on a range of different systems and software packages.

Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

The Council is committed to achieving diverse shortlists to support our desire to increase the number of staff from underrepresented groups in our workforce. We especially encourage applications from a Global Majority (GM), people who are Black, Asian, Brown, dual-heritage, indigenous to the global south, and or have been racialised as 'ethnic minorities' (formally known as B.A.M.E , Black, Asian and multiple ethnic) background and, while the role is open to all applicants, we will utilise the positive action provisions of the Equality Act 2010 to appoint a candidate from a global majority background where there is a choice between two candidates of equal merit. If you are from a Global Majority background you can self-declare this to the hiring manager as part of our positive action commitments.

What We Offer:

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.