Senior Customer Assurance Quality Lead
THE INFECTED BLOOD COMPENSATION AUTHORITY
Senior Customer Assurance Quality Lead
Location: Newcastle
Who we are and what we aim to achieve
The Infected Blood Compensation Authority (IBCA) was set up in response to the devastating events that occurred in the 1970s and 1980s when more than 30,000 people in the UK received contaminated blood products. The IBCA will work with people who were infected and affected by these issues, and when you join us you’ll have the opportunity to shape and design an organisation that will make a difference to the lives of thousands of people throughout the UK.
Help us create a service that treats our customers with care and respect
When you join us in this highly fulfilling role, you’ll be responsible for the introduction and delivery of a quality model and strategy, work that will include the production of our monitoring and measuring tools. Focused on ensuring that quality data is used to identify potential training and coaching opportunities, as well as individual and team areas that could benefit from improvement, you’ll be committed to maximising the capability and capacity to meet our assurance model.
You’ll have a wide range of additional responsibilities – these include being accountable for the efficiency and effectiveness of the systems and processes that deliver our services, and acting as an advocate for the development of specialist skills.We’ll also expect you to act as the driver of accuracy to deliver an excellent quality lead culture among our leaders and teams, and embed a strategy and feedback process that supports our desire to be a learning organisation.
Use all your knowledge, sensitivity and expertise in this vital role
Curious, discrete and possessing sound judgement, you’ll have a proven record of embedding a quality and continuous improvement model, looking past ‘black and white’ instructions and doing what is right for every one of our customers. Highly motivated and with supportive and value driven leadership skills, you’ll be ready to develop diverse teams by setting clear directions and an inspirational vision.
A creative problem solver and positive decision maker, your outstanding communication and organisational skills will allow you to present information and explain changes effectively. A natural collaborator and influencer with the ability to build an effective network of key stakeholders with shared goals and values, you’ll also possess a proven track record of using quality tools and systems in innovative ways.In addition, you should also be a motivating coach and mentor, and be ready to deliver a high quality customer service in a high-profile, fast-paced environment.
The Civil Service embraces diversity and promotes equal opportunities. With this in mind, we run a Disability Confident Scheme for candidates with disabilities who meet the minimum selection criteria. Also, please note that successful candidates must meet our security requirements before they can be appointed, and will also undergo a criminal record check.