About us
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 2676 investigations and 146 resolutions about 3192 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 assess quality in relation to our casework, processes and service and this role will be responsible for delivering all projects in relation to Quality Control and Assurance.
You will lead a team to deliver multiple projects which promote excellence and you will role model our Quality Standards, creating a culture of continuous improvement throughout the organisation.
You will work to the Assistant Director, Policy & Service Quality to ensure that the strategy is delivered and the tools and methods set out in the Assurance Framework are developed and effective at improving quality performance.
PHSO work 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 10AM 8th October 2021