Quality & Review Coordinator

Quality and Review Coordinator x6 posts

PO1: Starting salary £40,389 per annum incl LW

12-month Fixed Term Contract or Secondment Opportunity

About Us:

It is an exciting time to join Lambeth Council, we have bold ambitions for the future of Lambeth’s communities and residents through our Lambeth 2030 Plan ‘Our Future, Our Lambeth. To deliver on these ambitions, we have embarked our transformational One Lambeth Programme ensuring we are ‘connected by purpose,’ in everything we do to deliver excellence. We are proud to have recently developed a refreshed set of One Lambeth Values and Behaviours that were develop for staff by staff; Equity, Ambition, Kindness, and Accountability. For more information, please have a look at our dedicated One Lambeth Values and Behaviours page. 

About the Borough:

Located in the heart of South London, Lambeth Borough is a vibrant community of over 317,600 residents. Stretching from the dynamic neighbourhood of Streatham in the South to the iconic landmarks of Waterloo in the North, we are proud to be the 9th largest borough in London. Our diversity is our strength, with more than 130 languages spoken, making Lambeth the home of the Windrush generation, London's largest LGBTQ+ community, and a thriving Portuguese-speaking community. 

With exceptional schools, lush green spaces including Brockwell Park, cultural gems like the Black Cultural Archives, and world-renowned institutions such as St Thomas's Hospital, Lambeth offers an enriching and dynamic environment.

About the Team:

The Quality and Assurance team is dedicated to resolving residents' complaints with empathy, efficiency, and effectiveness. We are committed to learning from these interactions to drive continuous improvement in our services, ensuring a better quality of life for all Lambeth residents.

The Role:

We are seeking highly motivated officers with a passion for problem-solving and a deep commitment to service excellence. You will be at the forefront of handling housing-related complaints, working closely with service areas to ensure timely and effective resolutions. Your role will also involve contributing to service improvement initiatives, drawing on insights gained from your interactions with residents.

About you: 

We are seeking a remarkable person who stands out for their resilience, empathy, and unwavering commitment to excellence. The ideal candidate is someone who can demonstrate the following qualities. 

Thrives Under Pressure and Can Manage a High Workload with Grace: Seeks candidates who not only withstand the demands of a high-pressure environment but also excel in it. They should exhibit a consistent level of performance and composure, even when faced with multiple challenging situations simultaneously. The ability to prioritise tasks effectively, maintain focus on outcomes, and display a positive demeanour under duress is key.

Takes Responsibility and Accountability for Their Actions: Ideal candidates will demonstrate a strong sense of ownership and integrity towards their work and decisions. They understand the impact of their actions on residents and the broader community and are committed to learning from experiences to enhance service delivery. Acknowledging mistakes, providing transparent communication, and taking steps to rectify issues proactively are traits we value.

Possesses Outstanding Written Communication Skills: Exceptional ability to articulate complex information in a clear, concise, and accessible manner is crucial. Candidates should be skilled in crafting responses that not only address the complainants' concerns effectively but also convey empathy, assurance, and a commitment to resolution. Their writing should reflect the council's values and contribute to maintaining and enhancing its reputation.

Has Experience Handling a Large Volume of Complaints: Experience in managing a significant number of complaints is essential, demonstrating the candidate's capability to process and resolve issues efficiently without compromising on quality or service standards. This includes adeptness in categorising complaints, streamlining resolution processes, and applying lessons learned to prevent future grievances.

Demonstrates Excellent Problem-Solving Capabilities: Candidates should have a proven track record of identifying the root causes of complaints and developing innovative, practical solutions. Their approach should be analytical and evidence-based, with a focus on delivering outcomes that satisfy all parties involved and contribute to continuous service improvement.

Is Adept at Building and Maintaining Strong Relationships: Building rapport and fostering trust with residents, colleagues, and external stakeholders is a cornerstone of this role. The ability to listen, empathise, and engage constructively with diverse groups is vital. Candidates should be skilled negotiators who can advocate effectively for residents' needs while balancing the council's policies and resources.

Can Manage Tight Deadlines Efficiently: The capacity to deliver high-quality responses and resolutions within tight timeframes is paramount. Ideal candidates are organised, can manage their time effectively, and are adept at working under time constraints to meet both statutory and internally set deadlines without compromising on the quality of work.

Shows Adaptability and Flexibility in Their Approach: The nature of complaints work is dynamic, requiring candidates to be versatile in their approach to problem-solving and decision-making. They should be open to change, willing to adjust their methods as needed, and capable of navigating the complexities of various situations with a solutions-focused mindset.

Has a Robust Understanding of Local Authorities: An in-depth knowledge of local government operations, particularly related to housing repairs or housing needs, is essential. This includes understanding the legal framework, policy context, and operational challenges. Candidates should be familiar with the landscape of housing issues faced by residents and adept at leveraging this knowledge to advocate for effective solutions.

To be considered for interview, your CV and supporting statement will clearly evidence:

Please upload your supporting statement outlining how you meet the shortlisting criteria marked on the person specification, where possible provide the examples from your recent or past work. 

For detailed qualifications and requirements, please review the job description and person specification in hyperlink below:

Job Description and Person Specification

Contact Information:

For an informal discussion about the role, please contact (Bev Sargeant, Quality & Review Manager, Bsargeant@lambeth.gov.uk

Recruitment Timelines:

Advert close date: @11:59pm on Monday 1^st April 2024.

Shortlisting: 03 April 2024

Interviews will be held on  11 & 12 April 2024.

Benefits:

We believe in rewarding our staff. When you join us, you'll gain access to a range of benefits, including:

• Participation in our 5 Staff Networks: Black, Asian, and Multi-Ethnic, LGBTQ+, Disability, Young Professionals, and Women's.
• Generous annual leave entitlement starting from 27 days, increasing to up to 35 days depending on length of service.
• Membership in the Local Government Pension Scheme.
• Hybrid Working.
• Employee Assistance Programme.
• Occupational Sick Pay based on length of service.
• Discounts at local restaurants.
• Discount at our Active Lambeth Gyms.
• Learning and Development opportunities, including Apprenticeships.
• Cycle to Work Scheme.
• Secure Bike Storage facilities at our Town Hall and Civic Centre.
• Trade Union Membership.

How to Apply:

If you're interest in this opportunity, click on the apply button and complete an online application. 

In your supporting statement, please clearly demonstrate how you meet the shortlist criteria marked with an 'A' at shortlist stage. We operate an anonymised application process, so be sure to remove personal details when uploading your CV or personal statement.

At Lambeth, we are dedicated to providing quality services and equal opportunities for all. We are committed to safer recruitment and are proud to be a Stonewall diversity champion, a Living Wage Employer, and to guarantee interviews for all disabled candidates who meet the minimum criteria of the role. For a full list of our accreditations, please click here.