Quality LeadContract: PermanentWorking hours: 35 hours per week is full time.Reporting to: Quality Assurance ManagerOur permanent hybrid policy sees us all working at least four days across a fortnight in the office.At the Financial Ombudsman Service, we make decisions on a range of complex and difficult issues. Every year we resolve thousands of disputes between consumers or small businesses and their financial service providers.Reporting into the Quality Assurance Manager, you will be part of the Quality Leadership team, who are responsible for the delivery of the Quality Framework across the Financial Ombudsman Service.You will support the Quality Assurance Manager in maintaining the services of the Quality Framework to ensure the organisation provides consumers and businesses with a high standard of service. Youll achieve this by providing Quality support and expertise across the areas of casework you support, influencing through feedback and inspiring your team to deliver, helping to positively impact the customer experience.To be successful in this role you will ensure that significant quality issues are appropriately investigated, managed and resolved to the satisfaction of key stakeholders. Where appropriate, you will escalate quality concerns to the Quality Assurance Manager which are likely to have a wider impact across the service.You will provide engaging leadership to a team of Quality Advisers to pro-actively drive quality improvement across your area of responsibility. You will have clear SLAs and metrics in place to effectively support the development of your team.Youll coach, mentor and guide your team to ensure they strive to be the best they can be to provide service quality excellence to their customers.Leading, motivating, coaching and inspiring a team of quality advisers, ensuring they have the skills and abilities to work with a wide range of stakeholders, to deliver quality insight and improvement opportunities.Youll lead quality improvement across casework, identified through the framework, through effective management of the quality framework and stakeholder management.Representing the Quality Assurance Manager with key stakeholders and regulatory bodies on quality assurance matters when required.Youll provide effective quality leadership guidance and support to Ombudsman Leaders and Managers on all quality matters in your area of responsibility.Ensuring all quality processes, systems, frameworks and methods are in place, deployed, governed and continuously improved in line with regulatory and organisation requirements in your area.Ensuring there is overall governance and assurance of quality performance across the areas of casework within your scope.Ensure all necessary quality training for casework teams in the areas of casework you support is completed and remains topical to provide quality assurance to the service.Work with the Quality Assurance Manager to agree your own objectives, as well as those of your team, understanding the role you play in our overall organisational performance.Providing input and oversight to Quality Framework procedural documents.With all the above activities, work collaboratively with our people, developing and nurturing relationships and influence, and building a good understanding of the sector we work within.Relevant experience in quality and quality improvement.Demonstrable ability for quality improvement and a passion for achieving excellent customer satisfaction.Management of a team through either direct line management responsibility or as a virtual team and shown an impact on their development.Experience in delivering change through project management, utilizing waterfall and/or agile methods.Knowledge of a wide range of financial services products, product quality issues, Ombudsman and other ADR services and/or consumer protection regimes.Achieved or willing to work towards achieving relevant Quality qualifications.Why Financial Ombudsman Service?We also offer an attractive, competitive salary and flexible benefits to suit our people. 25 days holiday entitlement, with the option to buy extra or sell days- Generous pension- Various Family Friendly Policies, including enhanced maternity pay, carers and dependents leave- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others- Employee Assistance Programme- Extensive opportunities for personal and career development- Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London- Extensive Well-being resources including on-site therapists (London office only)- Beautiful and bright London office looking over the Thames and near to mainline stations- Our Coventry office is 2 minutes walk from the main station- Our employee led networks (a couple of examples being our Women''s Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. Please upload an up-to-date copy of your CV explaining any gaps in employment and use the supporting statement field to address the minimum criteria.We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.We understand that if were diverse and inclusive, well better understand different perspectives, which is fundamental to our job resolving financial complaints.We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.We are proud to be a Disability Confident Leader. A minimum criterion needs to be measurable from reviewing a candidates CV/supporting statement. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.Check out below channels to find out more about everyday life at the Financial Ombudsman Service and dont forget to follow us while youre there!Financial Ombudsman Service