Service Quality Lead (Private/PMI)

GMS & Associates Inc; England; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A healthcare services organization in the UK is seeking a proactive Service Quality Lead to enhance client experiences and ensure service quality. You'll lead audits, manage complaints, and support governance while working a flexible schedule of 3 days on-site and 2 days remote. The ideal candidate has at least 2 years of experience in quality within health or social care and a strong knowledge of applicable regulations. The position also offers various employee benefits including 32 days of annual leave.

Benefits

Annual leave of 32 days

Flexible annual leave scheme

Well-being days

Pension scheme

Access to discounts via Psiconnect

Qualifications

• Minimum 2 years experience in quality or governance within health or social care.
• Strong knowledge of quality frameworks, CQC regulations, and NHS governance standards.
• Excellent analytical, reporting, and communication skills.

Responsibilities

• Lead service-level audits and monitor KPIs.
• Manage complaints, feedback, and incident reviews.
• Maintain risk registers and support governance meetings.

Skills

Experience in quality or governance within health or social care

Knowledge of quality frameworks and CQC regulations

Analytical skills

Communication skills

Proficiency in Office 365

Job description

About Us

Psicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry.

About The Role

Were looking for a proactive Service Quality Lead to champion high standards of client experience, governance, and service quality for our Private & PMI teams. Youll act as the operational link between our service teams and the central Quality Assurance & Improvement function, driving continuous improvement and compliance.

The role is based in the centre of Canterbury, Kent

(Please note there is no onsite parking) Our working week for this role is Monday-Friday, hours are 09:00-17:00 (30 minute break) with 3 days on site & 2 day WfH.

Principle duties and responsibilities will include but not limited to:

• Lead service-level audits and monitor KPIs.
• Manage complaints, feedback, and incident reviews.
• Maintain risk registers and support governance meetings.
• Promote best practice in information governance and data protection.
• Analyse trends to identify improvement opportunities and implement action plans.

Person Specification

• Minimum 2 years experience in quality or governance within health or social care.
• Strong knowledge of quality frameworks, CQC regulations, and NHS governance standards.
• Excellent analytical, reporting, and communication skills.
• Ability to manage multiple priorities and collaborate across teams.
• Proficiency in Office 365; experience with quality management systems desirable.

Working at Psicon

We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment and kindness and work collaboratively to achieve our company goals of;

• The best possible customer service.
• The most efficient and effective clinical work.
• A thriving and engaged workforce.
• A truly inclusive organisation.

Benefits Include

• Annual leave of 32 days a year (inclusive of bank holidays).
• Flexible annual leave scheme providing the ability to buy or sell back additional days.
• Well-being days.
• Birthday lie in.
• Pension scheme (with the option of enhancing via salary sacrifice).
• Cycle to work scheme.
• Employee Perks via Psiconnect our reward gateway packed with discounts.
• Access to the Blue Light Card membership.
• Pastry Mondays.
• Funded social events.
• Staff well-being bursary scheme.

Additional Information / Contacting Us

• For further information please email or call the Psicon Recruitment Team on 03308 383 106 for more information.
• Should you wish to discuss any reasonable adjustments or assistance you might need in the application or interview process, please contact our Recruitment Team and we will do our best to support you.
• Please note, Psicon operate a safer recruitment policy and will require candidates to undergo full referencing (covering a 3-year period), an enhanced DBS check, provide evidence of up-to-date mandatory training, the right to live and work in the UK.