We currently have around 450 employees based at our two sites in London (Millbank) and Manchester.
Complaints about government departments and other public organisations are referred to us through MPs, while those about the NHS in England are usually received directly from complainants.
In 2017-18, we completed 2,676 investigations and 146 resolutions about 3,192 organisations. We upheld 38% of the complaints we investigated. This means that we found the organisation complained about had made mistakes or provided a poor service, and that this had a negative effect on the person complaining that had not been put right.
When an investigation leads to an upheld complaint, we seek appropriate redress for any unremedied injustice or hardship suffered by the complainant. This may involve an explanation of what went wrong, an apology, changes in procedures to prevent problems recurring, and, where appropriate, a payment.
About the role
The new Quality Strategy, Quality Standards, and Quality Assurance framework were launched in 2019. There is a significant change programme in how PHSO assesses quality in relation to our casework, processes, and service. This role will be responsible for delivering all projects related to Quality Control and Assurance.
You will lead a team to deliver multiple projects that promote excellence and role model our Quality Standards, creating a culture of continuous improvement throughout the organisation.
You will work under the supervision of the Assistant Director, Policy & Service Quality, to ensure that the strategy is delivered and that the tools and methods set out in the Assurance Framework are developed and effective at improving quality performance.
PHSO works with third-party recruiters; please note Reed may contact you to progress your application.
How to apply
Please submit your CV and supporting statement by 10 AM on 8th October 2021.
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