Quality Standards Manager (QA of casework)

A pivotal role using your using your casework expertise and your proven ability to develop and implement quality frameworks to assess and assure the quality of the Ombudsman’s casework. The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services. As Quality Standards Manager, you’ll have responsibility for the quality of the Ombudsman’s casework, working with individuals and teams to achieve high quality casework decisions and managing any risk to the Ombudsman’s reputation of poor decision making, including managing legal challenges to our decisions. You will be responsible for the development and implementation of the quality framework, including the design and implementation of systems for quality control and assurance and tracking of actions and improvement. You will also support the development of innovative and creative learning for caseworkers, embedding learning and improvements relating to quality, through maximising engagement across all stakeholder areas. For this key role, you will possess experience of: developing and implementing quality frameworks, policies, strategies tracking of actions and improvement. identifying issues and developing approaches resulting in consistent high-quality outputs. experience of delivering and reporting on quality KPIs, tracking activities and performance. stakeholder engagement and partnering, collaborative working, at a range of levels. managing and developing teams, objective-setting, managing performance. analysing performance and customer data, themes and insights, identifying improvement areas, ensuring actions are taken and tracked to deliver improvements.