Job Information
Fedcap Quality Officer in Chichester, United Kingdom
The Role:
To drive the company’s Quality strategy that supports our people and partners to deliver a high-quality service to our customers, stakeholders and funders. You will support and deliver risk-based quality activity in relation to relevant funder contracts and internal audit programme. To ensure that appropriate action is taken to improve services as results of external and internal audit, and service delivery findings to reduce risk. To take country-wide lead responsibility for specific quality assurance consultation work in respect of the complaints process. To ensure that appropriate action is taken to improve services as result of consultation or quality assurance work as an outcome of complaint reports.
Location: Chichester (occasional travel may be required to some of our other offices, this is covered under our expenses policy).
Salary: £28,000 to £30,000 depending on experience.
Key Responsibilities
Work with Quality Manager to assist in the development of quality activity plans and on site visits ensuring accurate findings, feedback and sharing best practice supports quality improvement so service deliver is consistent nationally and in line with our quality standards.
Report on quality interventions across the business, ensuring an audit trail exists that demonstrates our commitment to quality standards and identify trends and make recommendations for improvement in line with our quality standards and performance indicators
Assist Quality Manager to maintain relationships with external stakeholders in order to report against national Key Performance Indicators (KPIs) for Operational Excellence
To establish and maintain effective quality assurance systems, administering the complaints process, supporting managers with resolutions, providing information and analysis on performance as required with qualitative and quantitative information.
Facilitate and oversee a schedule of monitoring quality standards through a range of methods including observations, file checks and stakeholder feedback across our direct and supply chain delivery.
Pro-actively identify and support operational management who need further assistance with this process in order to ensure effective monitoring of customer service in line with internal and external standards. Job Description – Quality Officer Classification: Internal September 2023 Page 2 of 3 A rewarding career that makes a genuine social difference….
Facilitate and manage compiling of all quality performance and customer service feedback data including production of quality KPI reporting (monthly) reports ready for presentation to the business. Identify and reporting key trends and risks.
Support Quality Manager in achievement and maintenance of external accreditation to support organisational growth
Deliver training and undertake coaching to front-line delivery colleagues to help embed the monitoring activities set out within our compliance contractual requirements
Produce accurate and timely reports highlighting good practice and areas for improvement and where issues need to be addressed, support managers to undertake root cause analysis and identify SMART preventative or corrective actions all of which are captured in improvement plans.
Person Specification
Experience and Qualifications Essential:
Ability to embrace our company values which are Kindness, Respect, Integrity, and Innovation!
Proven experience working in quality environment which includes managing portfolio of contracts to support contractual delivery in line with funder requirements
Experience of compliance activities including undertaking audits, recording the right facts, evaluating the findings and collating a succinct and clear audit report
Excellent written and spoken communication skills with a keen eye for detail and experience of interpreting contracts
Ability to build rapport with people at all levels within the business, customers, key stakeholders and awarding bodies
Experience of accurate electronic data analysis and data quality assurance.
Experience of delivering a range of development interventions, including coaching, mentoring and formal training delivery through face to face and virtual sessions
Excellent IT skills, including Microsoft packages (Word, Excel, PowerPoint, SharePoint, Teams)
Ability to manage change effectively and support others through the change process by challenging and changing behaviours
This is a national role and will involve travel to relevant offices, travel is essential part of the role
Desirable:
Knowledge of Quality management Systems and auditing principle
Knowledge of the employability industry and experience of interpreting operational guidance
Experience of managing Matrix accreditation
Full driving licence and own car
Key Competencies:
Customer centric
Adaptability
Results Orientated
Rapport building
Resilience
Integrity
Accuracy
What else can we offer you?…
...a rewarding career that makes a genuine difference to people’s lives.
You won’t work on weekends or bank holidays!
A monthly benefits scheme worth £500 with access to over 900 retailers
A cycle to work scheme that is open all year long!
Laptop and mobile phone for every employee!
Employee assistance programme (EAP). A telephone service offering various support services including emotional support, stress helpline amongst others.
The opportunity of an Institute of Employability Professionals (IEP) qualification for all employees
A two-week Induction and training programme
Company annual leave, including a buy/sell scheme
Free life cover!
Pension with a 4% match from Fedcap
Additional information
Equality, Diversity, and Inclusion Fedcap Employment is committed to applying equal opportunities at all stages of recruitment and selection, in line with its Equality, Diversity and Inclusion policy in addition to our duty under the Equality Act 2010 to have due regard to the need to eliminate discrimination; to advance equality of opportunity.
Disability confident employer and Access to work Fedcap is a recognised Disability Confident Leader with commitments to aim to recruit, retain and develop disabled people within the company. We encourage applications from people with disabilities and will offer to support with reasonable adjustments where required.
As a Disability confident employer, we work in partnership with other organisations’ to underpin the governments aspiration to support disabled customers into work. This includes but not limited to making reasonable adjustments and providing specialist equipment to those who need it so they can work in a comfortable working environment.
Veterans and service personnel Fedcap is positive about employing veterans and service personnel spouses or family members as part of our commitment to upholding principles of the Armed Forces Covenant.
Advert expiry If you are interested in the position we recommend applying at your earliest convenience. Fedcap reserves the right to withdraw a job advertisement at any time.