Quality & Contracts Officer - Maximus

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Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

The Access to Work Mental Health Support service (MHSS) is a 9-month mental health support period for customers who are in paid employment. The aim of the contract is to support individuals to sustain their employment by providing advice and support with coping strategies and techniques to allow them to manage their symptoms of Mental Health. Customers are support by Access to Work Coaches on a 121 bases throughout their support period.

We are looking for a Quality & Contracts Officer to support the Quality & Contracts Manager in ensuring that the contract is delivered within the Quality Assurance Framework and contract commitments.

As a Quality & Contracts Officer you will report directly to the ATW MHSS Quality & Contracts Manager. You will act as a conduit between ATW Operations and Connect Leicester, providing regular communications and updates on business-critical activities. A key element in being successful in this role is confidence and tact when communicating performance issues and solutions to colleagues and leadership. You will need to be diligent and inquisitive in the identification of risk and business efficiencies that can be implemented to drive performance.

Ability to travel intermittently to the Head Office in Leicester as and when needed.

Hours of work - Schedule Weekly Hours- 37.5 will be between 8am-8pm

1. Quality Assurance: To be responsible for conducting sampling checks and MI reporting in order that we can demonstrate consistency and compliance against the KPIs and Service agreements. Ensure that the completion of compliance checks including observational and file review are conducted in accordance with the Quality Assurance Framework & contract commitments in line for QQRs reporting any risk areas to line manager.

2. RPA/BOT Liaison: Responsible for leading on RPA/BOT work, communication with RPA teams and regional team leaders to ensure smooth delivery of key work streams. Attendance of digital meetings as and when required.

3. Internal Stakeholders: To provide ongoing training to the wider Operational Team including refresher training, provide support in the update of the SOPs. Ensure that performance related concerns are raised with line manager. Act as a conduit between internal teams such as Connect Leicester and Operations team.

4. Support with ad-hoc front line activity as and when required

Qualifications & Experience

Essential

• Previous Quality & Contracts experience, delivering employability and / or skill compliant services ideally to a relevant customer group.

• Proven experience of providing effective insight and recommendations to senior management in a performance driven environment.

• Demonstrable experience in facilitating the embedding of new learning, so it has a positive impact on performance and ensures quality of service delivery.

Desirable

• Experience of reporting compliance against a Quality Assurance Framework with experience of continuously improving quality performance.

Individual Competencies

• Agile in personal approach and able to operate independently or part of the team.

• Ability to redirect priorities based on the needs of the contract, look at multiple areas concurrently and prioritise accordingly.

• Ability to multi-task and move between teams of Case Managers, Trainers and Engagement Officers to ensure consistent and quality delivery.

• Solve problems in robust and practical ways.

• Excellent written and verbal skills.

• Experience of working with different customer journeys within one contract, resulting in the same outcome.

Desirable

• Experience and understanding of Mental Health

Travel Requirements - Home Based with travel across the Delivery Areas.

Key Contacts & Relationships:

Internal

• Quality & Contract Manager

• Regional Team leaders

• Regional Coaches

• Quality Assurance

• CI Team

• Connect Leicester

External

NA

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.