Service Performance, Quality and Standards - Camden, United Kingdom - Reed Talent Solutions

Reed Talent Solutions
Reed Talent Solutions
Verified Company
Camden, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

_Service Performance, Quality and Standards Executive_

_Permanent _

_Bedford Office Base with Hybrid Working_

_£42,000 circa_

The role
To support the SPQS team with monitoring, collating and interrogating quality data across all service lines.

The role will work closely with the Quality and Continuous Improvement Managers, working across the Delivery and Transformation Teams within SPQS toreview insight and data and identify performance issues and areas of improvement with the MaPS Standards.

To take a proactive role in bridging the two teams, supporting good communication and identify opportunities for alignment and sharing of practice.


Key accountabilities:


  • Support the production, analysis and routine reporting of performance related KPI's and customer outcomes (manual and automated reporting)
  • To provide support to the SPQS teams with quantitative and qualitative reporting into corporate governance meetings including OpCo, Assurance & Risk Committee, ELT and Board
  • Manage and communicate the flow of data linked to the MaPS Quality Assurance Framework particularly in relation to: compliance of the MaPS Standards, customer satisfaction and customer outcomes
  • Coordinate post reflective analysis of quality initiatives, producing reports and incorporating good news stories
  • Support the collation and input of quality data from a range of sources including measures within the MaPS Standards testing framework
  • Highlight possible opportunities for improvement of MaPS service lines during data reviews.
  • To support alignment across MaPS services, highlighting areas where there may be disparities or similarities in team activity and process
  • Contribute to crossteam project work and knowledge sharing
  • To coordinate team meetings and events
  • Attend, support and contribute to relevant stakeholder engagement events
  • Produce high quality reports and other research to strict deadlines
  • Deliver business support and managing complex reporting e.g. qualitative and quantitative data.
  • Coordinate post reflective analysis, produce reports on quality work and development work including good news stories
  • Take a proactive role in establishing a framework for communicating information, data and good practice across the delivery and transformation teams enabling visibility of insight across the SPQS team

Skills & experience:


  • Exceptional relationship management skills and the ability to deal with people at all levels.
  • Proactive and able to work to tight deadlines, juggling competing workloads and deadlines, while ensuring excellent attention to detail and accuracy at all times.
  • Excellent listening and verbal communication skills, with the ability to communicate effectively verbally and in writing with a range of groups and individuals internally and externally.
  • Able to work autonomously as well as part of a team and manage/ influence others to meet deadlines and required standards.
  • Strong analytical skills with experience in analysing data, drawing out insight and conclusions and with expertise in producing standard and ad hoc reports.
  • Strong organisational, time management and planning skills.
  • Experience with MS Office, Outlook, Word, Excel and PowerPoint
  • Able to work in cross functionally in a matrix environment and to build and sustain collaborative working relationships with stakeholders throughout the organisation.?

Other

DESIRABLE:


  • An understanding of either the money guidance, pension guidance or debt advice sectors and industries would be an advantage

PERSONAL ATTRIBUTES:


  • A proactive individual with a high level of integrity and discretion.
  • Able to work on own initiative as well as part of a team.
  • Strong attention to detail.
  • There may occasionally be some out of office hours working required to deliver this role effectively._

Other

DESIRABLE:


  • An understanding of either the money guidance, pension guidance or debt advice sectors and industries would be an advantage

PERSONAL ATTRIBUTES:


  • A proactive individual with a high level of integrity and discretion.
  • Able to work on own initiative as well as part of a team.
  • Strong attention to detail.
  • There may occasionally be some out of office hours working required to deliver this role effectively._
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