Do you have the spark to champion change and innovation?

Are you looking for a Quality role that could change lives?


Citizens Advice Gateshead is an independent charity and an affiliated member of the national Citizens Advice network. Our vision is for a fair society for all, with lives well lived. Our mission is to mobilise knowledge so the system works, it works for everyone, and it powers the changes we need to be an equal and inclusive society. To achieve this, we deliver services locally to almost 13,000 people a year, and support over 400,000 people nationally through digital advice and information services, including the discrimination advice service.

The role

The Quality and Compliance Manager will lead our drive for performance excellence, ensuring that our policies, processes and practices are fit for purpose, and meet (and exceed) the requirements and expectations of our internal and external stakeholders. The post holder will be responsible for enabling both quality management and compliance relating to our statutory and contractual obligations, our strategic priorities and our operational effectiveness, playing a key role in maintaining a high level of satisfaction, both directly and through effective liaison people throughout the organisation. This is a new role which reflects our commitment to building on the excellent quality performance we have achieved to date.

Skills and experience

The successful candidate will have a working knowledge of all aspects of ISO 9001 and ISO 27001 standards, including designing, implementing and monitoring policies and processes which have led to highly effective working practices. They will have embedded the concept of quality and performance excellence into organisational practice and culture, and be able to collate, analyse and present written information in the form of reports and presentations suitable for stakeholders with diverse needs and depth of understanding. Experience of monitoring and managing quality in pursuit of excellence, and managing relationships with relevant regulatory bodies will also be required, and critically a proven ability to influence, inspire and motivate people in the pursuit of a culture of continuous improvement and performance excellence.

Our Commitment to Quality

Our commitment to quality assurance and continual improvement is fundamental to our values. This is evidenced through our robust approach to delivering client services, as well as independent endorsement through quality standards and accreditations. Quality assurance is embedded into all aspects of the charity, to maximise our effectiveness, our efficiency and the impact we have on our clients and all other stakeholders.

What you can expect

The Quality and Compliance Manager will join a charity with strong social values and a clear vision that is innovative and forward thinking. As well as your primary function you will also be involved in a range of organisational development and fundraising initiatives so we can achieve our goal of being an enduring, dynamic charity that never stands still until we have a fair society for all, with lives well lived.

How to apply Email to request an application pack [email protected]
Hours of Work  37 hours per week Monday to Friday with occasional out of hours working
Holidays  Pro rata 22 (rising to 25 after 2 years service) plus Bank Holidays per annum
Salary £25,915 - £28,749 per annum
Closing date Monday 2nd September 2019
Interviews will be held w/c Monday 9th September 2019