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Customer Quality Manager at The Abbeyfield Society
London, United Kingdom
Job Descrption
This is a fantastic opportunity to work for a charity for older people which is focused on preventing and alleviating the loneliness that can come with later life.
Reporting to the Head of Customer Quality, the Customer Quality Manager is responsible for the planning and implementation of independent targeted assessments and audits, ensuring services are achieving compliance with internal quality standards and external regulatory requirements.
Main Responsibilities will include:
1. As an integral part of the Customer Quality Team, the Customer Quality Manager is responsible for the development and ongoing maintenance of robust quality management systems for Care and Housing ensuring the company’s statutory duties are fulfilled and exceeded.
2. Abbeyfield’s suite of quality and compliance documentation is kept up to date to reflect best practice trends in our sector.
3. Service managers’ knowledge is enhanced through auditing and verification activity.
4. Service... managers are clear about the quality and compliance standards that need to be achieved.
5. The standards of care residents receive improves, as evidenced by customer surveys.
6. You will collaborate with counterparts and customers to proactively promote, support, and facilitate quality improvement activity.
About You
Essential Criteria:
• Comprehensive understanding of the care sector and related regulatory requirements.
• Experience of multi-site operational support in a regulatory (ideally elderly care) setting.
• Experience in the design and operation of effective audit and verification products.
• Effective collaborator and communicator; ability to build effective relationships with head office support teams, the Senior Leadership Team and Care Managers.
• Excellent IT and analytical skills, able to interpret and manipulate data, spot trends, and make evidence-based recommendations.
• Highly organised, able to coordinate varying workload under pressure, and prioritise activities.
Desirable Criteria
• Experience of working in a regulated sector
• Experience leading and managing teams in an operational service delivery environment.
Pay & Benefits
At Abbeyfield, we are committed to rewarding our staff for their hard work. Our many benefits include:
• 25 days paid leave increasing to 28 days following 5 years service, plus bank/public holidays
• Comprehensive induction
• Competitive pay, benchmarked annually.
• Pay progression within role based on skills and contribution
• Learning and career development opportunities
• Medicash – Get help with your medical expenses
• BenefitHub – Great savings on hundreds on brands
• Unlimited opportunities to earn £500 via our 'refer a friend' scheme
• Life Assurance
• Occupational sick pay
• Company pension
• Discounted gym membership
• Employee assistance programme
• Cycle-to-work scheme
• Blue light Card – Discount for workers in the social care sector
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