About us
We currently have around 450 employees based at our two sites in London (Millbank) and Manchester.
Complaints about government departments and other public organisations are referred to us through MPs, while those about the NHS in England are usually received directly from complainants
In 2017-18, we completed 2676 investigations and 146 resolutions about 3192 organisations. We upheld 38% of the complaints we investigated. This means that we found the organisation complained about had made mistakes or provided a poor service, and that this had a negative effect on the person complaining that had not been put right.
When an investigation leads to an upheld complaint, we seek appropriate redress for any unremedied injustice or hardship suffered by the complainant. This may involve an explanation of what went wrong, an apology, changes in procedures to prevent problems recurring and, where appropriate, a payment.
About the role
We are currently recruiting for a Senior Improvement Officer within our Quality and Improvement team based in our Manchester office.
Reporting to the Quality manager you will be responsible for the delivery of the Quality Assurance Framework related to the quality control and assurance of our casework and compliance recommendations for the organisations we investigate and delivering key projects within the Quality Standard. You will be expected to provide specialist quality sampling activity based on priorities and themes, audit casework and compliance recommendations and compare and report findings against policy led quality standards, measures and PHSO’s service charter commitments as well as supporting the development of policy, Guidance training, tools and communications arising from projects.
The successful candidate will have in depth understanding of quality control procedures and relevant legal standards, a working knowledge of data analysis and statistical methods as well as Experience of working in an Quality or Improvement role.
PHSO work with third party Recruiters, please note Reed may contact you to progress your application.
How to apply
Please submit your CV and supporting statement by 10AM 5th October 2021.