Assistant Director of Policy and Service Quality

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.