Overview
We are looking for a Quality & Service Improvement Officer to join our Quality and Service Improvement Team. You’ll be a key driver of Samaritans’ aim to improve the consistency and quality of our services, ensuring excellent service delivery to all our callers in their time of need.
We are a team within the operations directorate focused on Safeguarding, Caller Support and Quality and Service Improvement. The team supports 201 branches and over 20,000 volunteers across the UK and Ireland while ensuring a safe and effective service to our callers.
Contract
* Fixed Term (2 years)
* Hybrid working with link to Ewell office
* In-person working: Meeting in person and working collaboratively are valued. In-person work occurs around 2 days or more per month.
* Flexible working options are available; discuss your preferences
What You’ll Do
You will provide expert advice, guidance and support to specialist and senior volunteers and staff in the management and application of Samaritans quality assurance policies and procedures.
You will also support caller feedback processes as well as new project developments.
What You’ll Bring
* Experience of working in quality assurance or quality management
* Excellent understanding and experience in the use of a broad range of quality assurance techniques and methods
* Ability to accurately assess and report on large amounts of information
* Good understanding and experience of applying quality, data protection and safeguarding legislation and processes
* Understanding of the needs of a wide range of vulnerable service users
* Experience of working with and managing support for individuals in distress or with complex emotional/mental health needs
Criminal record check (DBS)
We take safeguarding seriously and follow safe recruitment practices. As this role has direct contact with children and adults at risk, an Enhanced DBS check with Adults and Children’s Barred Lists is required.
Equality, diversity and inclusion: We welcome applications from disabled, racialised minority and LGBTQ+ candidates, as these groups are under-represented at Samaritans, and we are committed to creating an inclusive environment where everyone is valued.
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