Quality and Service Improvement Officer

We are looking for a Quality and Service Improvement Officer to join our Quality and Service Improvement Team. You ll be a key driver of Samaritans aim to improve the consistency and quality of our services, ensuring excellent service delivery to all our callers in their time of need. We are a fun, friendly and supportive team whose focus is on delivering excellence to our callers and volunteers. The team sits within the operations directorate and is split into Safeguarding and Caller Support and Quality and Service Improvement. Between us and the senior volunteers that work alongside us we support 201 branches, over 20,000 amazing volunteers across the UK and Ireland whilst ensuring we provide a safe and effective service to our callers. Contract £33,000-£35,000 per annum plus benefits Full Time (35hrs per week) Permanent Hybrid working with link to Ewell office In-person working: Meeting in person and working collaboratively are things we value. We work in person around 2 days or more per month. We are passionate about flexible working, talk to us about your preferences What You ll Do You will be providing expert advice, guidance and support to specialist and senior volunteers and staff, in the management and application of a range of Samaritans quality assurance policies and procedures. You will also be supporting caller feedback processes as well as new project developments. What You ll Bring Experience of working in quality assurance or quality ..... full job details .....