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Salary not available. View on company website.
Home Support Matters, Beccles, Suffolk
- Remote working
- Full time
- Permanent
Posted 3 days ago, 26 Jun
Job ref: 3612fa9815584e0cb075cd3ace29f441
Full Job Description
Home Support Matters are looking for a Quality Monitoring Officer to champion service excellence by supporting our Quality & Development Lead in monitoring compliance and delivering best-in-class customer and employee experiences. You'll play a critical role in ensuring we meet, and exceed, regulatory standards, with a strong focus on the quality auditing process and on managing complaints, incidents, and safeguarding concerns in a way that strengthens trust, transparency, and continuous improvement. The Role at a Glance As a Quality Monitoring Officer, you'll ensure care and support documentation are accurate, compliant, and reflective of the high standards we promise. The role holder will lead the way in managing and resolving customer concerns, complaints, incidents, accidents, and safeguarding matters, ensuring every interaction is handled with empathy, efficiency, and accountability. Your work will directly influence the customer experience, reinforcing a culture of openness, safety, and respect. This role holds escalation duties, which attract additional regular payments to the salary mentioned above.,
- Monitor and review documentation to ensure regulatory compliance (CQC and social care legislation) is adhered to
- Manage complaints, concerns, and incidents with a strong customer service ethos, ensuring clear communication, thorough investigation, and timely resolution
- Handle safeguarding and accident reports sensitively and professionally, working in line with policy and legal requirements
- Maintain and deliver scheduled audits, using findings to drive meaningful service improvements
- Collaborate with the senior management team to identify trends and embed lessons learned
- Prepare reports and contribute to regulatory submissions and inspections
- Support a culture of continuous learning, improvement, and service excellence
Do you believe exceptional customer service is at the heart of quality care? Are you confident handling sensitive concerns with compassion, clarity, and professionalism?, Proven experience in quality assurance, compliance, or customer care within the health or social care sector - A customer-first mindset, with strong communication and problem-solving skills
- Confidence in managing sensitive situations with discretion, empathy, and professionalism
- Knowledge of CQC standards, safeguarding, and relevant social care legislation
- Meticulous attention to detail and strong documentation skills
- Ability to work independently and collaboratively in a dynamic environment Nice to Have
- Qualification in Health & Social Care or Quality Assurance
- Familiarity with digital care systems or audit tools
- Experience supporting CQC inspections or local authority reviews
- Customer service experience