Quality Lead (Casework)

Opportunity to use your experience of leading and delivering quality assurance exercises, ideally within a complaints / casework environment, to play a key part in ensuring an appropriate framework is in place to maintain the quality of the Ombudsman’s decision-making and wider 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 our Quality Lead, you will work closely with the Quality Standards Manager and will support the quality framework through policy reviews, regular assurance exercises and training for new and existing caseworkers. Your remit is likely to include: Ensuring the casework manual contains all policies and any relevant guidance necessary for all areas of casework and supporting their regular review; Organising regular quality assurance exercises, tracking all related agreed actions to ensure these are delivered to timescale, determining whether these are having the intended impact and regularly reporting on progress; Delivering a comprehensive induction programme for all new caseworkers covering our casework manual and core caseworker skills and for existing caseworkers to ensure they can progress through our delegation levels and receive annual refreshers. You will also deliver some training directly; Organising casework forums to share knowledge and insights with caseworkers and tracking all related agreed actions to ensure they are delivered to time; and Leading on maintaining and developing tools and resources to support quality in our casework, including establishing and maintaining knowledge- banks and casework libraries. If you offer knowledge and experience of leading and delivering quality assurance; dispute resolution and complaint handling; and ideally housing law knowledge, please download the information pack.