Head of Quality & Customer Insight – Housing Ombudsman Careers

Head of Quality & Customer Insight


Job details

Home-based, with occasional office attendance – all our roles are available office-based, hybrid or home-based

Full time


£70,717 plus excellent benefits

Closing date:
2 June, 2024 11:59 pm

Head of Quality & Customer Insight

Opportunity to use your proven ability to champion, implement and embed quality assurance processes across our casework, customer research and customer experience and the wider organisation.

The Housing Ombudsman Service provides independent, impartial and fair dispute support and resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services.

As Head of Quality & Customer Insight, you will provide senior leadership to the quality and service complaints function. This will involve ensuring implementation of the quality assurance framework, service complaints policy and process including judicial review and management of the customer feedback functions, ensuring that the Housing Ombudsman’s decisions are assessed against our quality standards and meet policy and procedural compliance.

The role will contribute, as part of the Senior Leadership Team and with guidance and support from the Executive Leadership Team, to the delivery of the business plan and will inform the design, and ensure delivery, of the Quality, Engagement and Development Directorate strategy.

Core requirements for this pivotal leadership role include:

  • Degree or evidence of recent CPD in quality assurance and/or law, ideally including a quality management qualification;
  • Proven experience managing a multi-disciplinary team;
  • A track record that demonstrates your ability to drive, develop and embed quality assurance processes;
  • Your experience of managing a customer research and / or customer experience function, and ideally, a complaints function; and
  • Exceptional stakeholder management skills with the proven ability to influence and persuade internal and external stakeholders at all levels.

If you’re a quality professional looking for an opportunity to champion and drive quality across an increasingly influential and high-profile national organisation, it’s an exciting time to join us and to contribute your skills to making a difference for millions of households.

CLOSING DATE:  midnight on Sunday 2 June 2024.

INTERVIEWS: Thursday 20 June 2024.

PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). The role will be closed to new applications immediately if / when we receive 120 applications or at the stated closing date – whichever occurs first. Applications after the role has closed cannot be accepted. We therefore strongly recommend applying as soon as possible.

We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.

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