Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

This role is responsible for developing and reviewing organizational standards of support in line with contractual and regulatory standards. It leads on quality assurance, performance monitoring, and continuous improvement, while also supporting compliance and regulatory requirements. The position will develop new person-centered and trauma-informed support models, ensuring services for vulnerable adults are safe, effective, compliant, and achieve positive outcomes. The role provides strategic oversight of quality and performance data, identifies risks and trends, and supports leaders in implementing improvements. It also drives organizational learning, promotes practice consistency, and leads the development of a framework to embed the resident voice in service delivery and improvement, enabling residents to shape services and contribute to an inclusive community. This supports achieving social housing consumer standards around transparency, influence, and accountability.

Responsibilities

Lead the quality assurance function across support services.
Review, analyze, and interpret quarterly performance, identifying risks, trends, gaps, and areas of concern, and providing solutions.
Provide comprehensive analysis and evidence-based recommendations to operational and senior management teams.
Ensure quality standards are consistently applied across all services.
Monitor service delivery against contractual, regulatory, and organizational standards.
Produce high-quality reports identifying key findings, themes, risks, opportunities, and improvement actions.
Maintain oversight of the Service Improvement Plan and monitor progress against agreed actions and outcomes.
Lead on the collection, interpretation, and deep analysis of operational, performance, quality, compliance, and outcome data.
Translate datasets into meaningful insights to support informed decision-making.
Identify emerging trends, performance risks, and opportunities for service enhancement.
Produce executive summaries and reports for senior leadership teams and governance meetings.
Use data to drive continuous improvement and demonstrate service impact.
Develop person-centered and trauma-informed practice standards for support services.
Contribute to creating a Psychologically Informed Environment across the organization.
Develop the reflective practice offer across all services.
Lead on the development and implementation of an accredited programme of independent living skills activities for residents.
Lead on impact and performance, providing leadership and line management to Impact Specialist.
Lead and facilitate regular KPI and performance review meetings with Frontline Management and services.
Challenge and support managers to understand performance outcomes and develop improvement plans.
Track progress against agreed targets and improvement actions.
Ensure accountability and ownership for quality and performance outcomes across services.
Maintain up-to-date project management and reporting records.
Write and present regular reports for senior management and external stakeholders/partners on Quality Assurance development and progress.
Contribute to the updating of InForm to capture performance requirements.
Design and deliver workshops, quality forums, and learning sessions for frontline staff and managers.
Promote consistency of practice across all services.
Share learning from audits, complaints, incidents, safeguarding concerns, resident feedback, and performance reviews.
Develop resources and tools to support high-quality, person-centered service delivery.
Foster a culture of continuous learning, accountability, and quality improvement.
Lead on the development of a programme of resident engagement, empowerment, and involvement.
Establish meaningful opportunities for residents to influence service design, delivery, and improvement.
Develop methods for gathering, analysing, and responding to resident feedback.
Ensure resident experiences and outcomes are reflected within quality assurance processes.
Provide leadership and management of Resident Engagement Specialist.
Attend internal meetings as necessary.
Undertake other duties within the competence of the post holder.

Requirements

Experience supporting rough sleepers and homeless people with complex needs, including mental health, substance use, and physical health.
Experience developing and reviewing quality frameworks, audits, service standards, action plans, and improvement processes.
Experience developing and implementing monitoring, evaluation, and learning frameworks.
Understanding of safeguarding and MARAC processes.
Experience of reflecting critically upon own practice to improve the experience for service users.
Must be entitled to work in the UK.
Undergo a criminal record check by the Disclosure and Barring Service.

Skills

Strong organisational and project management skills.
Confident use of Microsoft Office and digital recording, analysis, and reporting systems.
Strong understanding of issues affecting rough sleepers and homeless people with complex needs.
Strong analytical skills, able to interpret performance, safeguarding, complaints, incidents, outcomes, and resident feedback data into clear recommendations.
Strong communication and facilitation skills, including leading workshops, learning sessions, reflective practice, and quality forums.
Ability to produce clear reports, briefings, and presentations for managers, senior leaders, commissioners, boards, and governance forums.
Sound knowledge of safeguarding, risk assessment, confidentiality, information governance, and professional boundaries when supporting vulnerable adults.
Strong understanding of anti-discriminatory practice.
Good case-management recording skills, ideally with experience of InForm.

About the Company

Commitment to the values of compassion, collaboration, inclusion, and growth.