Job Information
Fedcap Quality Officer in Preston, United Kingdom
Who We Are
Fedcap Employment (part of The Fedcap Group) is a not-for-profit organisation delivering employability solutions across a range of UK contracts through a blend of local frontline professional teams. Our services are more vital than ever before to individuals and their wider communities as we tackle unemployment rates and community engagement head on.
Our Vision
A world where people believe in themselves.
Our Mission
To improve people’s economic wellbeing.
Our Values
Kindness: Be KIND to each other, treat all those around you the way you would like to be treated.
Respect: Always be RESPECTFUL to each other, our customers, partners, stakeholders, and funders – we are dedicated to exceptional service.
Integrity: Act with INTEGRITY – always be open and honest in our dealings with all people and stakeholders.
Innovation: Be INNOVATIVE – always try to do things better, to look for new solutions that improve our services to customers
Your 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: This is an office-based role at one of our seven North West offices (Accrington, Blackburn, Burnley, Crewe, Macclesfield, Preston & Macclesfield), therefore applicants need to be based in a reasonable commutable distance from one of these offices and prepared to travel regularly across the other nine (travel expenses covered by the business).
Salary: £27,000 to £29,000
Your 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.
Your Skills and Experience
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
Here’s what makes Fedcap a rewarding career
A real opportunity to make a genuine social difference
An inclusive and supportive culture
Learning and development opportunities to help you grow from day one (including a two-week induction and the opportunity of an Institute of Employability Professionals (IEP) qualification for all employees)
Competitive benchmarked salary plus additional bonus and recognition schemes
£500 a year to spend with your choice of over 900 retailers
Pension 5% matched and free life cover (4 x salary)
Health and wellbeing support with an internal Wellbeing Team and our Employee Assistance Programme (including 24/7 telephone support, counselling, legal and financial information, mindfulness, digital gym)
Supporting your work/ life fit through a range of flexible working options, 33 days annual leave, buy/ sell holiday scheme, no bank holiday or weekend working!
Family friendly policies including enhanced maternity and paternity pay
A cycle to work scheme that is open all year long!
Laptop and mobile phone for every employee!
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
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.
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.
INDHP