Quality Assurance Team Manager

London Borough of Hillingdon; Greater London; On-site; GBP 55,000 - 70,000; Full time

Benefits offered by this job

Flexible Hours

36-Hour Week

Holiday Entitlement

LGPS

Cycle to Work

Perkbox Benefits

Job summary

London Borough of Hillingdon is recruiting a Quality Assurance Manager to lead quality, compliance and performance across the Housing Needs and Homelessness service. This critical role focuses on ensuring that casework is lawful and outcomes for residents are improved.

You will set standards, embed robust QA processes, and use data to reduce risk while supporting service transformation. The role combines strategic leadership with hands-on improvement work for residents.

Qualifications

• Proven experience in quality assurance, audits or compliance within housing services.
• Strong knowledge of homelessness legislation and casework.
• Experience managing performance and driving service improvement.

Responsibilities

• Lead and embed a robust quality assurance framework across homelessness services
• Oversee audits, case reviews, complaints, FOIs and Ombudsman responses
• Ensure compliance with homelessness legislation, guidance and policy
• Drive improvements in decision quality, consistency and performance
• Use data to identify risks and inform service improvement

Skills

Homelessness legislation

Quality assurance

Audit/compliance

Performance management

Data analysis

Stakeholder influence

Job description

About the role

Hillingdon Council is recruiting a Quality Assurance Manager to lead quality, compliance and performance across our Housing Needs and Homelessness service. This is a critical role at the centre of service improvement - ensuring that casework is consistent, legally compliant and focused on delivering the best outcomes for residents.

Set standards. Strengthen quality. Drive excellence.

About The Opportunity

You will play a key role in reducing risk, improving standards and shaping the future of the service. You will lead the Quality Assurance function, driving improvements in casework, decision-making and service performance.

You will:

• Lead and embed a robust quality assurance framework across homelessness services
• Oversee audits, case reviews, complaints, FOIs and Ombudsman responses
• Ensure compliance with homelessness legislation, guidance and policy
• Drive improvements in decision quality, consistency and performance
• Use data and insight to identify risks and inform service improvement
• Develop workforce capability through training, coaching and professional standards
• Work with senior leaders to shape policy and support service transformation

This is a strategic leadership role requiring strong expertise in homelessness legislation, quality assurance and performance management.

Why this role matters

This role ensures the service is safe, compliant and high-performing.

You will:

• Improve the quality and consistency of decision-making
• Reduce complaints, legal challenge and organisational risk
• Drive continuous improvement across the service
• Strengthen performance and accountability
• Support better outcomes for residents

Who We’re Looking For

We are looking for a confident and experienced leader who can influence, challenge and improve complex services.

You will bring:

• Strong knowledge of homelessness legislation and casework
• Experience of quality assurance, audit or compliance in housing services
• Experience managing performance and driving service improvement
• Strong analytical and problem‑solving skills
• Ability to influence stakeholders and lead change

We want leaders who:

• Set high standards and hold services to account
• Use insight to drive improvement
• Work collaboratively across teams and services
• Are focused on achieving better outcomes for residents

What You Can Expect

• A high-impact role shaping quality and performance
• The opportunity to influence service design and standards
• A central role in transformation and improvement
• Supportive leadership and development opportunities
• Flexible and modern working arrangements

Why Hillingdon? We are a stable, ambitious council investing in leadership and service improvement to deliver better outcomes for residents.

About You

We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work‑life balance, financial wellbeing, health, and professional development.

Here’s a comprehensive overview of the fantastic benefits we provide:

• Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
• 36 Hour Week – Enjoy a standard 36‑hour workweek for all full time staff.
• Generous Holiday Entitlement – increasing with length of service (for non‑casual roles).
• Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
• Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
• Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
• Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
• Perkbox Benefits – Access a variety of offers and discounts through our Perkbox Benefits.
• Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
• Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
• Trade Union Membership – The Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.

Equity, Diversity and Inclusion Statement

At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.

The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.

Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.

Recruitment Information

Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.

Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre‑employment screening:

• Basic DBS Check
• 2 years of Referencing

Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.