Head of Quality, Improvement and Customer Services

With the creation of the Head of Quality, Improvement and Customer Services (HQICS) Clúid have made the decision to expand the Housing Services Department Leadership Team. This recognises the important role that systems and support services play in enabling front line teams to deliver their roles effectively; to ensure excellent and consistent customer service; meet our regulatory requirements; and run a successful social business. This role will be responsible for the establishment and of a Quality/Business Improvement Team within the housing department, as well as the operation and development of our Customer Contact Centre.

The Quality/Business Improvement Team will be responsible for the department’s operational policies, procedures, systems development, data analytics, training, and service ensuring a customer-focused approach is demonstrated throughout. There is a requirement to collaborate closely with front line teams and national departments (e.g. IT, HR, Business Transformation etc) to deliver on this remit. The Customer Contact Centre is fully operational and is responsible for dealing with incoming customer queries as well as providing vital support for the wider business delivering administrative functions and supporting front-line colleagues across the country.

We are looking for a creative and ambitious candidate with experience of operating at a senior and strategic level, with a proven track record of managing and developing services. The HQICS will be responsible for the direction of the Quality/ Business Improvement and Customer Contact Centre Teams and lead on continually developing and improving new business opportunities and service delivery.