Service Quality Lead

Description:

We’re looking for a proactive Service Quality Lead to champion high standards of client experience, governance, and service quality for our Private & PMI teams. You’ll act as the operational link between our service teams and the central Quality Assurance & Improvement function, driving continuous improvement and compliance.

The role is based in the centre of Canterbury, Kent (Please note there is no onsite parking). Our working week for this role is Monday-Friday, hours are 09:00-17:00 (30 minute break) with 4 days working on site and 1 day WfH.

Principle duties and responsibilities will include but not limited to:
 

• Lead service-level audits and monitor KPIs.
• Manage complaints, feedback, and incident reviews.
• Maintain risk registers and support governance meetings.
• Promote best practice in information governance and data protection.
• Analyse trends to identify improvement opportunities and implement action plans.
   

Person Specification
 

• Minimum 2 years’ experience in quality or governance within health or social care.
• Strong knowledge of quality frameworks, CQC regulations, and NHS governance standards.
• Excellent analytical, reporting, and communication skills.
• Ability to manage multiple priorities and collaborate across teams.
• Proficiency in Office 365; experience with quality management systems desirable.