Assistant Director of Policy and Service Quality

Assistant Director of Policy and Service Quality

19 July 2018 9:00am

Length of contract Permanent

Location Manchester

About us

We are the final stage for complaints about the NHS in England and public services delivered by the UK Government. We look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or fairly or has given a poor service and not put things right.

Our service is free for everyone.

About the role

We are looking for an Assistant Director of Policy and Service Quality, to act as Deputy to the Director of Operations and Quality, who will drive improving performance and quality through the end to end casework operation.

You will be responsible for the development and implementation of an effective quality assurance framework ensuring a high quality service to internal and external customers.

Working collaboratively with other senior leaders, you will lead and manage change and continuous improvement across all operational delivery areas, championing new ways of working and improving the efficiency and effectiveness of our people, processes and systems. An outstanding leader of people, you will improve customer service by building and maintaining the professional practice of our caseworkers through systematic feedback, learning and development, maintaining and updating operational policies, guidance and knowledge management.

As Assistant Director you will be well-versed in delivering change and improving performance and quality throughout and end to end operation, preferably in a casework environment. You will have a track record of authentic and credible leadership that drives culture change as well as the ability to lead quality assurance, policy development, resource, forecasting and workflow management, and continuous improvement.

If you have outstanding communication skills and ability to work with and influence senior executive and non - executive colleagues through reports and presentations,combined with an understanding of the importance of the role and values of the Ombudsman, we would like to hear from you.

How to apply

Applications should be submitted via our e -recruitment site no later than 10:00 am on 19th July 2018.

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