Description
About the role
The London Borough of Hillingdon is recruiting a Quality Assurance Manager to lead quality, compliance, and performance across its Housing Needs and Homelessness service. This is a critical role at the centre of service improvement, ensuring that casework is consistent, legally compliant, and focused on delivering the best outcomes for residents.
Set standards. Strengthen quality. Drive excellence.
Responsibilities
- Lead and embed a robust quality assurance framework across homelessness services
- Oversee audits, case reviews, complaints, FOIs, and Ombudsman responses
- Ensure compliance with homelessness legislation, guidance, and policy
- Drive improvements in decision quality, consistency, and performance
- Use data and insight to identify risks and inform service improvement
- Develop workforce capability through training, coaching, and professional standards
- Work with senior leaders to shape policy and support service transformation
Why this role matters
This role ensures the service is safe, compliant, and high-performing. You will:
- Improve the quality and consistency of decision-making
- Reduce complaints, legal challenges, and organisational risk
- Drive continuous improvement across the service
- Strengthen performance and accountability
- Support better outcomes for residents
Who we're looking for
We are looking for a confident and experienced leader who can influence, challenge, and improve complex services. You will bring:
- Strong knowledge of homelessness legislation and casework
- Experience of quality assurance, audit, or compliance in housing services
- Experience managing performance and driving service improvement
- Strong analytical and problem-solving skills
- Ability to influence stakeholders and lead change
What you can expect
- A high-impact role shaping quality and performance
- The opportunity to influence service design and standards
- A central role in transformation and improvement
- Supportive leadership and development opportunities
- Flexible and modern working arrangements
Benefits
- Flexible Working Hours
- 36 Hour Week
- Generous Holiday Entitlement
- Hillingdon Sports & Leisure
- Salary Sacrifice Schemes
- Cycle to Work
- Local Government Pension Scheme
- Perkbox Benefits
- Mental Health Support and Counselling Services
- Travel Support
- Trade Union Membership
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