Quality Assurance Team Manager

Hillingdon Council is recruiting a Quality Assurance Manager to lead quality, compliance and performance across our 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.

About the opportunity

You will play a key role in reducing risk, improving standards and shaping the future of the service. You will lead the Quality Assurance function, driving improvements in casework, decision-making and service performance.

You will

• 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

This is a strategic leadership role requiring strong expertise in homelessness legislation, quality assurance and performance management.

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 challenge 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

We want leaders who:

• Set high standards and hold services to account
• Use insight to drive improvement
• Work collaboratively across teams and services
• Are focused on achieving better outcomes for residents

What you can expect

• A high-impact role shaping quality and performanceThe
• opportunity to influence service design and standards
• A central role in transformation and improvement
• Supportive leadership and development opportunities
• Flexible and modern working arrangements

Why Hillingdon? We are a stable, ambitious council investing in leadership and service improvement to deliver better outcomes for residents.

Interested? If you're ready to drive quality, reduce risk and lead improvement, we want to hear from you.

For an informal discussion, contact [email protected]