Quality Standards Manager

A pivotal role using your casework expertise, experience quality assuring casework and delivering quality standards training to caseworkers to ensure our Dispute Resolution and Dispute Support teams deliver high quality casework outcomes and services for residents and member landlords. 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 lead the 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 lead the development of innovative and creative learning for caseworkers, embedding learning and improvements relating to quality, including planning regular casework forum meetings, maximising engagement and supporting wider learning and development. The Quality Standards Manager will manage a service complaints team and will be responsible for ensuring that internal service complaints are investigated, responded to within timescale, and any lessons learned implemented. For this key role, you will possess: Knowledge and experience of dispute resolution and complaint handling, Knowledge and experience of responding to judicial review or legal claims, Knowledge and delivery experience of quality assurance frameworks. Ideally, this experience will have been gained within an ombudsman and / or regulatory environment, with knowledge of housing law being advantageous.