Enforcement Quality Lead
Do you have brilliant communication skills?
Can you build good working relationships?
Are you someone with experience as a vehicle or traffic examiner, or an industry related role?
Do you have an eye for detail and strive to improve quality?
If so, we would love to hear from you!
The Quality Lead will work within the Enforcement Directorate. They will be supporting the Directorate to ensure that Quality for casework, investigations and prosecutions is maintained and support Managers and colleagues to provide high quality Enforcement to the public.
This role will have a specialist Enforcement Network area and all six team members will work to improve quality within Enforcement together.
This role will champion good attitudes and behaviours towards Quality Control and lead the drive for Networks and Teams to improve performance and strive for excellence in our delivery of high quality and successful prosecutions. This role will be the Subject Matter Expert (SME) for the Networks providing quality technical support and guidance.
They will produce high quality feedback and support the development of improvement plans. They will coach individuals to develop, providing support and guidance, linking with Policy and Learning and Development to ensure the best available support is provided and that learning opportunities are fit for purpose.
They will champion customer service and working as part of team, work towards Customer Service Excellence accreditation.
Responsibilities include but are not limited to :
- Provide leadership, coaching and support to the manager in developing and mentoring staff. Offering targeted and timely advice to ensure scheme consistency and high quality casework.
- Undertake quality assurance checks of first line managers in Enforcement, providing feedback and coaching to aid improvement and development.
- Upon the request of the line manager undertake additional first line checks.
- Complete and deliver reports to a high standard, using clear language retaining all records in line with scheme requirements and GDPR.
- Work with the Enforcement Leadership teams to develop and improve the Enforcement quality reporting processes.
- Work with team members to identify quality trends and look at improvements to reduce risk.
- Monitor and contribute to the planning of quality control activities, ensuring they are appropriately targeted, robust, and fair.
- Support the implementation of new casework practices and revised guidance by ensuring that there is appropriate visibility of supporting materials to aid local team meetings, attending if required to support understanding.
- Work with local management to address specific risks and issues with quality and standards.
- Work with both local and national management to look at high pressure areas to balance risk with demand putting in additional checks and measures to ensure that standards remain high to maintain Enforcement standards.
- Attend Network and national meetings to discuss Quality Control measures and standards.
- Coordinate and contribute to Directorate and Agency comms regarding Quality Improvements, Quality standards and guidance documents.
- Represent the Agency externally, where required as subject matter expert, (e.g. at networking events, conferences, and exhibitions) to enhance and strengthen the Agency’s profile).
Please see the attached candidate pack for further information.