Head of Quality and Member Services

Crisis is the national charity for people experiencing homelessness. In 2024 we embarked on our new 10-year strategy for ending homelessness. We know it is not inevitable. We know together we can end it. 

About the role 

The Head of Quality and Member Service is a key role which will suit someone who enjoys the balancing of operational focus alongside working with external partners to develop and grow our services. You will oversee all aspects of quality and service delivery across our Skylight Services in Brent. This includes Engagement & Assessment, Coach Lead working, Learning, Volunteering and Member Involvement.  

The role will lead operationally to ensure the services we provide have the greatest impact, are of the highest quality and is in compliance with internal case management standards and safeguarding practices. You will support and lead the local operational management team, providing guidance and oversight of all daily operations. Working alongside internal and external colleagues, the post-holder will get involved in our collaborative place-based working towards ending homelessness in Brent, including the Built for Zero work.   

About you  

• Experience of working at a management level in a relevant sector  

• Considerable experience in leading, supporting and developing individuals and teams including managing staff performance.  

• Proven ability to self-manage and successfully inspire, support, and manage others during a period of change.  

• Experience of driving up quality, including through implementation of quality standards 

• Strong networking and partnership building skills, with a track record of developing referrals, pathways, and joint delivery to improve access to services for clients. 

Please see the full Job Pack linked below, for a full list of requirements for this role. We realise that long lists of criteria can be daunting, and you may not want to apply for a role unless you feel 100% qualified. However, if you feel you have relevant examples to answer the screening questions, we encourage you to apply.  

We believe diversity is a strength, and our aim is to make sure that Crisis truly reflects the communities we serve. We are actively working towards our organisation being a place where everyone can thrive and make their best contribution to our mission of ending homelessness for good. We know that the more perspectives, voices, and experiences we can bring to this work, the better. We particularly welcome applications from people who have lived experience of homelessness, and people from all marginalised groups, communities, and backgrounds.  

Working at Crisis  

Our values, Bold, Impactful, Collaborative and Equitable, are at the heart of everything we do as we continue in our mission to end homelessness.  

Our staff, members and volunteers are vital to getting the right government policies in place, providing breakthrough services, and building a supportive community. We’ll lead by example to nurture a positive and ambitious workplace guided by ending homelessness.   

As a member of the team, you will have access to a wide range of employee benefits including:  

• A competitive salary. Please note, our salaries are fixed to counter inequity, and we do not negotiate at offer stage.  

• Interest free loans for travel season ticket, cycle to work, and deposit to secure a tenancy.  

• Pension scheme with an employer contribution of 8.5%  

• 28 days’ annual leave (pro rata) which increases with service to 31 days and the option to purchase up to 10 additional days leave.   

• Enhanced maternity, paternity, shared parental, and adoption pay. 

• Flexible working around the core hours 10am-4pm  

• Two-days (pro rata) wellbeing days 

• And more! (Full list of benefits available on website)  

Alongside our excellent staff benefits, we will support your ongoing development to build your skills, experience, and career.  

When you join us, you will have the opportunity to join our staff diversity networks, which aim to champion issues across the organisation, enable staff to be their authentic and best selves and contribute to making Crisis a truly diverse organisation.  

How do I apply? 

Please click on the 'Apply for Job' button below. Our shortlisting process is anonymised as part of our commitment to equality, diversity, and inclusion. We do not ask for CVs, instead we ask you complete the work history section and answer the screening questions for us to be able to assess you fairly and objectively. At least two members of staff score all applications.  

Closing date: Sunday 29 December 2024 at 23:59  

Interview process: Competency and values-based interview + presentation to be prepared in advance.  

Interview date and location: Wednesday 8 January 2025 at Crisis Skylight Brent, 1-2 Bank Buildings, High Street, NW10 4LT. 

Can I use Artificial Intelligence (AI) technology for my application?  
We strongly discourage applicants from using AI technology at any stage of the recruitment process. This is so we can run a fair, transparent process which gives all applicants an equitable chance of success. We want to hear about your own experience and perspectives in your application and if shortlisted, during the interview too.  

Accessibility  

We want our recruitment process to be as accessible as possible. If you need us to make an adjustment or provide additional support as you apply for a role, please email our Talent Acquisition team to discuss how we can help.    

 
Registered Charity Numbers: E&W1082947, SC040094