Company: NRS Healthcare Location: Hybrid remote with travel (Midlands and North) Job Overview: As a Service Quality Lead at NRS Healthcare, you will play a pivotal role in maintaining and enhancing our service quality standards. Reporting to the Head of Quality, you will oversee internal assessments, audits, and continuous improvement initiatives. Your responsibilities will include ensuring compliance with the Quality Standards Framework (QSF) and the Community Equipment Code of Practice Scheme (CECOPS), as well as guiding the team towards achieving higher standards. This position offers a hybrid remote work model with travel required for site assessments and meetings. Responsibilities: Conduct bi-annual internal assessments against CECOPS and QSF standards for each site and manage resulting action plans. Host QSF and CECOPS audits to demonstrate our commitment to meeting and exceeding standards. Maintain the service quality risk register, promptly addressing potential issues. Evaluate the effectiveness of continuous improvement initiatives and provide constructive feedback. Participate in regional board sessions and share insights from your role. Analyse customer service complaint trends and implement corrective measures. QSF Specific Tasks: Submit pre-assessment evidence for each site as required under QSF, ensuring all subcontracted elements have supporting evidence. Manage actions arising from QSF assessments and provide guidance on compliance. Assist with mapping and maintaining header-level processes related to TEC and Wheelchair Services. CECOPS Specific Tasks: Submit pre-audit responses for each site as required under CECOPS and manage resulting action plans. Identify pathways to Gold/Platinum CECOPS grading for each site in collaboration with CI managers. Complete annual CECOPS health check reports. Assist with mapping and maintaining header-level processes related to ICES. Ideal Candidate: The ideal candidate will have a strong background in quality management with a proven track record in leading quality initiatives. Familiarity with QSF or CECOPS standards is preferred, along with excellent communication, organisational, and problem-solving skills. A degree in a related field is advantageous. This role requires travel for site assessments and meetings. Join our team at NRS Healthcare and contribute to maintaining exceptional service quality standards while enjoying the flexibility of a hybrid remote work model. We offer competitive salaries, full training and development for your role, as well as a wide range of benefits. Some of these include: 33 days annual holiday inclusive of bank holidays (rising 1 day per year after 3 years to a maximum of 38 days) Comprehensive sick pay scheme Pension Scheme and Life Assurance Exclusive employee discounts, savings and competitions Bike to work scheme Childcare Vouchers Free Parking Employee Assistance programme