Quality Manager

• Manage a small team of direct reports, fostering professional development.
• Set clear and measurable objectives for the team, stretching individual performance.
• Proactively manage team performance through one-to-ones, performance appraisals, training and coaching, ensuring the team is up-skilled and cross-skilled to support the wider department.
• Work in collaboration with other Team Leaders and Managers to ensure consistency in approaches to line management.
• Make decisions in line with company policy and priorities.
• Complete all administrative tasks associated with line management, such as processing leave requests and return-to-work interviews.
• Lead by example, showing personal enthusiasm and support for, and understanding of, organisational strategy, objectives and goals.
• Act as an effective role model for the team.
• Support the mentoring of Team Leaders across the group.

• Ensure effective quality assurance and quality control processes are in place for all service areas in ISG, working collaboratively with other managers and Team Leaders where needed.
• Take full ownership of, and oversee, the monthly spot-checking process for completed applications.
• Regularly review quality control processes, identifying and implementing improvements.
• Draft and update team manuals, guidance, policies and relevant quality documentation.
• Support line managers in delivering quality-related feedback.
• Facilitate a culture of open, honest feedback and continuous improvement.
• Ensure effective onboarding and new starter training plans and resources are in place.
• Design and deliver engaging and effective training.
• Provide guidance and support to the team in designing and delivering high-quality, engaging training, offering constructive feedback to continuously improve training delivery.

• Oversee the complaints and reassessment processes within the Evaluations Team, ensuring they run effectively and efficiently, and that deadlines are met.
• Identify trends in reassessment requests and consider associated impacts.
• Identify ways to improve the customer experience, using data from reassessment requests.
• Analyse customer complaints and escalations, seeking root causes and suggesting effective solutions.

• Produce monthly reports on ISG’s quality of work, reassessments and complaints for varying stakeholders, analysing data and making suggestions for improvements and training.
• Contribute to external reports for the authorities.
• Work with RDI to ensure relevant information is kept up to date and stored in an effective way.

• Proven ability to develop and implement processes and procedures.
• Experience in a fast-paced, customer-facing environment, delivering high-quality customer service.
• Strong time management and organisational skills, with the ability to effectively manage their own and the team’s workload, meet deadlines and respond to changing priorities.
• Ability to collaborate and add valuable input to ISG management discussions and initiatives.
• Excellent interpersonal, verbal and written communication skills.
• Excellent attention to detail.
• Data-driven, with the ability to use various data points to inform and drive change.
• Strong analytical and problem-solving ability.
• Ability to effectively identify and handle complex performance and behavioural issues.
• Ability to adapt their management and training styles.
• Sound understanding of quality control processes and systems.
• Highly IT literate, particularly in Word, Outlook, Excel and reporting.

• Solutions-oriented, dealing with challenges head on and seeing them through to resolution.
• Able to work autonomously, with demonstrable confidence in delivering projects and managing people.
• Driven by, demonstrates and proactively promotes our company values, actively showing attitudes and behaviours that align with those values.
• A can-do attitude, flexible and able to adapt to changing priorities within a fast-paced environment.
• Takes full ownership and responsibility for their own workload, as well as the performance of their team.
• Passionate about driving service through quality.
• Driven by improvements in others through coaching and mentoring.
• A strategic thinker, demonstrating an understanding of the business and the wider impacts of our services.
• Confident decision-maker, able to show empathy while remaining pragmatic and adhering to company policies.
• Creative, innovative and continuously seeks to make improvements.

• Degree educated.
• Leadership and management training is desirable.

Please note: All applicants must hold a current permit or visa showing their right to work in the UK.

This role profile is intended to give an overall indication of the duties and responsibilities of this role but is not exhaustive and the job holder may be asked to perform other duties, which reasonably align with the general remits of their role and level of responsibility.