Performance and Quality Co-Ordinator

Performance and Quality Co-Ordinator, Edinburgh or Glasgow

At Bield our customers are at the heart of everything we do. We are a non-profit organisation with charitable status committed to providing a wide range of housing, care and support services to enable older people in Scotland.

Bield are looking for a Performance and Quality Co-Ordinator to work on a fixed term basis for up to 12 months covering maternity leave. As a Performance and Quality Co-ordinator, you will be assigned lead responsibility for workstreams related to Performance Reporting or Business Improvement, with responsibility for a managing a Data Analyst. It is expected that you work collaboratively to deliver shared team objectives and support with delivery across both areas at time of peak demand.

As trusted Performance and Quality Co-Ordinator you will,

• Actively participate in the development of best practice, policy and procedures, which meet statutory requirements and provide assurance that service delivery is in line with expected standards, ensuring decision making and escalation/resolution where required.
• Develop and implement improved performance reporting framework to provide accurate and meaningful management information across the business to inform decision making and facilitate reporting of key performance measures to Board and meet regulatory reporting requirements.

The key responsibilities of the post are to:

• Develop robust performance management frameworks to capture business outcomes and impact, reflecting performance, outcomes and results. Developing measures that drive continuous improvement and customer service excellence.
• Prepare reports for senior management, the Performance & Audit Committee and the Board of Management on corporate performance and progress towards the objectives/outcomes of the Business Strategy.
• Working with business areas to understand and validate data/outcomes before any presentation of reports or information.
• Developing and supervising service satisfaction monitoring and analysis, and overseeing complaints processes
• Coordinating, analysing and presenting performance and compliance reports across all functions
• Ensuring accurate and timely completion of regulatory returns (including the ARC)
• Co-ordinate corporate benchmarking returns
• Analyse processes to determine where improvements (in terms of efficiency and/or service quality) could be made

Hours of work are 35 per week, typically Monday to Friday (9 am to 5 pm). The position may be based in the Edinburgh or Glasgow Office, and we are happy to consider remote and/or flexible working arrangements during the recruitment process. There may be occasional travel to Bield locations across Scotland in line with business requirements

Please not this position is temporary for 12 months to cover a period of maternity leave.

Role requirements

• Ability to work with electronic databases, produce reports, analyse performance and monitor KPI’s.
• Experience of having successfully undertaken a similar senior role and background of work within the sector
• Experience of developing quality assurance processes which can be monitored and measured by the organisation
• Experience of recognising, developing, and delivering systems and processes to improve service delivery performance
• Advanced user of Microsoft 365 (teams, excel, word)
• Experience of using customer data to inform customer segmentation
• Evidence of qualification to degree level or equivalent; training and/or experience in fields such as social care, housing, management

Please select the attachment for the full job description and person specification.

Bield Offer

- Excellent holidays of up to 34 days each year (pro rata for part-time employees)

- On the job and work related training

- Option to buy or sell holidays each year

- Occupational Sick Pay

- Long Service Awards

- Family Friendly Policies

- Cycle to Work Scheme

- Career breaks

- Employee Assistance Programme

If you require this information in an alternative format, please contact us using the details above. This post is exempt from the Rehabilitation of Offenders Act (1974) which means you must disclose all unspent and relevant spent convictions on your application.

Bield Housing & Care Scottish Charity SC006878 I Property Factor PF000146