This is an exciting opportunity for an experienced individual lead to drive the quality process with the contact centres across Capita Public Service.
Working across a range of contracts including local councils, DSA, PCSE & STA you will be responsible for the design and implementation and continuous improvement of the quality framework for this service delivery, ensuring that our services meet and exceed client expectations.
This is a home based role. What you'll be doing :
- Quality Management - Develop quality improvement tools and build team capability. Working with Contact Centre leadership teams to set expectations, monitor performance and fostering continuous development.
- Continuous Improvement - Responsible for the identification, design and implementation of Continuous Improvements (CI) to Quality aspects Service Delivery. Establish a culture of change management, continuous improvement, and innovation across the organisation, always factoring in lessons learned.
- Change Management- Leading organizational change by effectively communicating the need for improvement and guiding teams through transitions.
- Data Driven Decision Making - Analyse data and metrics to identify trends, areas for improvement and opportunities. Use Quality and Performance data to make informed decisions and driven process enhancements.
- Strategy & Innovation - Keep up to date with industry trends and best practices, working with partners and horizon scanning for advanced technologies that could benefit the Service and the clients, aligning continuous improvement efforts with overall organisational goals.
- Risk & Benefit Management - Monitor and evaluate the effectiveness of change initiatives and adjust the approach as needed. Identify and manage the risks associated with change initiatives.
- Performance - Optimise workforce productivity, ensuring efficient staffing, and implementing strategies to enhance operational efficiency.
- Management & Leadership - Provide direction and guidance to the quality, performance and change teams. Develop a high performing team culture, ensuring key deliverables are achieved, on time, to a high standard, Inspiring teams to embrace continuous improvement through the provision of clear direction, coaching and mentorship.
- Stakeholder Management - Identify, classify, and update the stakeholder engagement plan. Lead stakeholder engagement on projects to ensure it meets Business Change requirements. Point of contact for senior stakeholders.
What we're looking for :
- Extensive experience in a Quality Management role, ideally within a complex organization and within a Contact Centre environment.
- Experience working with senior executives and managing change at a strategic level.
- Strong leadership skills.
- Excellent communication and presentation skills, with the ability to convey complex ideas to both technical and non-technical audiences at all levels of the organisation Experience in developing and implementing quality management frameworks and methodologies.
- Excellent project management skills with the ability to manage budgets, timelines, and resources while delivering against multiple priorities and working under pressure.
- Strong analytical and problem-solving skills with the ability to develop data-driven insights and recommendations
What's in it for you?
- Competitive Salary of up to £50,000
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email Iqbal at [email protected] or call 07784 237318 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
