Job Title: Quality & Performance Manager
Contract Type: Fixed term for up to 12 months
Salary: £51,526 (£56,949 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week, full time
Working Pattern: Monday – Friday
Location: Liverpool, Speke, Estuary Boulevard
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Quality & Performance Manager
You will lead the approach to quality of service and data quality, leading the approach to setting and monitoring national standards for service including our Quality Framework. Leading the implementation and monitor adherence to standards and associated business processes.
About you
We are looking for someone who
1. Ability to interpret business requirements using a variety of data and experience of the analysis of data in the provision of meaningful intelligence
2. Qualification / training in IT, Assurance, data analysis performance or technical qualifications in Gas/Elec or similar.
Experience leading and managing team
3. Knowledge and experience in the application of business performance and quality assessment frameworks, and/or techniques.
4. Experience undertaking analysis of data, service delivery and to undertaking reviews, including ‘deep dives’ and analysis, identifying issues or areas for improvement and working with the business to implement change, new ways of working.
Why Riverside?
One Housing is part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
5. Competitive pay & generous pension
6. 28 days holidays plus bank holidays
7. Flexible working options available
8. Investment in your learning, personal development and technology
9. A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
10. Support the strategic delivery of quality and performance across Asset Services. Ensuring the development, and implementation, of relevant technical standards, procedures, and guidance, considering industry best practice. #
11. Develop and manage the Group’s Compliance database ensuring the integrity and quality of data retained stock data, risk presence, anniversary date accuracy and certification records are maintained and responsible for documenting the presence of compliance risks, specialist equipment and assignment of compliance status, risk ownership. Manage the active status of all compliance requirements.
12. Lead, motivate and engage with both your teams and wider stakeholders to ensure the delivery of a high-quality service offer, ensuring the development and implementation of operational objectives including key performance indicators, to underpin Asset Strategy frameworks and its Performance and Assurance Frameworks
13. Develop, implement, and review, the ‘quality framework’ to support the Group’s safety standards, working with key stakeholders to ensure effective implementation and compliance as required.
14. Produce clear, informative, and meaningful reports as required for Directors, Board Members, and governance committees to inform decision making and identify performance improvements, always ensuring the accuracy and integrity of Asset data.
15. Lead, commission, Oversee the planning, scheduling and contract manage all external 3rd party program of Safety inspections and Service Quality inspections to customers' homes (including Landlord Gas Safety checks, Electrical Inspection, and domestic lift inspections) on behalf of the Group, ensuring adherence to relevant regulatory, statutory and compliance frameworks, developing management responses to service failures and introduce improvement plans and associated communications to ensure awareness and adherence of standards and compliance requirements.
16. Investigate formal policy/procedure violations as they arise, conducting root cause analysis and working with Compliance colleagues and a variety of internal and external stakeholders, including suppliers and residents, to ensure investigations are brought to an effective and timely conclusion including the production of action plans to address the original complaint and avoid future recurrences.
17. Conduct regular data reviews of the Asset Services Department, including seeking feedback from key stakeholders to continually improve the service provision. Improvement opportunities identified and realized should be in accordance with change management protocols.
18. Oversee the development, implementation and review of an effective Performance and Assurance Framework and other relevant policies, procedures, and guidance, considering industry best practice, ensuring the adoption of new and innovative ideas and solutions to ensure continuous improvement of the service.
19. Develop and monitoring oversight of service improvement plans linked to our strategic objectives, strategic Risk Registers and performance and assurance framework
20. Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures, and statutory requirements.
21. Support the identification post inspections of works to ensure adherence to specifications and work orders and compliance with statutory and regulatory requirements and Group policies and standards.
22. leading a team of data custodians with responsibility for the operation and management of our Building Safety systems that collect, manage, move store, security, data access and maintaining the data in accordance with the businesses requirements and
23. Manage large sets of data and ensure its accuracy and integrity across multiple sources.
24. Develop and maintain data management processes to ensure data consistency and quality.
25. Analyze data and provide insights to inform business decisions and strategy.
26. Work collaboratively with cross-functional team members to identify key data needs and requirements.
27. Create detailed reports, data visualizations, and dashboards to effectively communicate insights to stakeholders.
28. Continuously monitor and update data sources to ensure the most up-to-date information is being utilized.
29. Develop and maintain database systems to enable efficient data storage and retrieva
30. Provide day to day operational management of the Transactional Service desk
Person specification
Knowledge, Skills and Experience
Essential
31. Ability to interpret business requirements using a variety of data and experience of the analysis of data in the provision of meaningful intelligence
32. Qualification / training in IT, Assurance, data analysis performance or technical qualifications in Gas/Elec or similar.
33. Experience leading and managing team
34. Knowledge and experience in the application of business performance and quality assessment frameworks, and/or techniques.
35. Experience undertaking analysis of data, service delivery and to undertaking reviews, including ‘deep dives’ and analysis, identifying issues or areas for improvement and working with the business to implement change, new ways of working.
36. Proven ‘self-starter,’ motivated and able to work independently.
37. Ability to write clear and concise reports for a variety of audiences.
38. Effective presentation skills to a variety of audiences.
39. Demonstrable experience of working collaboratively across the organization, building constructive relationships with colleagues to ensure openness and transparency, and maximizing the benefit of assurance reviews by working in partnership with teams.
40. Results driven with strong analytical skills, able to manipulate complex data sets, and experience of providing meaningful insight and interpretation of management information to drive change.
41. Experience of successfully developing, implementing, and monitoring strategies and SMART delivery plans.
42. Internal audit, business assurance qualification or by exception extensive experience undertaking business assurance role.
43. A strong customer focus with excellent communication and influencing skills and able to work at all levels of the business
44. Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
45. Demonstrable commitment to Our Riverside Way values.
46. Highly proficient in the use of Microsoft Office 365 with advanced Excel skills.
Desirable
47. Experience leading and managing team or business performance / assurance function
48. Up to date knowledge of legislation, regulations and standards relating to social housing and asset investment / building safety compliance
49. Evidence of continued professional development.
50. Membership of a relevant professional organisation.