Head of Quality & Compliance

Description

Job Title

Head of Quality & Compliance

Location

Norwich based head office, with the option for hybrid working after a thorough induction period.

Rewards & Benefits

£40-50K per annum, dependent upon skills, knowledge and experience.

Benefits include 5 weeks' annual leave, plus a day off for your birthday and 4 wellbeing days each year, access to the Employment Hero reward platform, hybrid working arrangements, free on-site parking, an inclusive and supportive working environment, private health and dental care, employer and employee pension contributions, professional membership and subscription fees, ongoing training and professional development opportunities, industry-leading technology, and the opportunity to work alongside an experienced Senior Technical Manager and a network of Chartered Surveyors.

The Head of Quality Assurance & Compliance will lead the delivery of quality assurance, regulatory compliance and continuous improvement activities across the Valuation & Survey Division.

Working closely with the Senior Technical Manager, the postholder will oversee the quality of valuation and survey reports, manage complaints, coordinate audit programmes and ensure the organisation maintains the highest standards of professional practice and customer service.

The role will be responsible for leading and developing the Quality Assurance team, whilst working collaboratively with surveyors, operational teams and senior stakeholders to promote a culture of quality, accountability and right-first-time delivery.

The postholder will oversee quality assurance procedures, report review processes, audit frameworks and complaint management activities to ensure services are delivered consistently, professionally and in accordance with client, regulatory and company requirements.

As owner of the company's ISO9001 Quality Management System, the Head of Quality Assurance & Compliance will lead internal and external audit programmes, monitor compliance activities, maintain quality management processes and drive continuous improvement initiatives across the business.

Working alongside the Senior Technical Manager, they will ensure effective technical auditing of the surveyor network, identify areas for improvement and support the ongoing development of surveying standards and best practice.

• Lead and develop the Quality Assurance team, creating a high-performing culture focused on quality, accountability and exceptional customer outcomes.
• Provide day-to-day leadership and support to the Senior Technical Manager and Quality Assurance Executives, ensuring resources, priorities and workloads are effectively managed.
• Oversee the quality assurance process for all valuation and survey reports, ensuring reports are proofread, reviewed and quality checked before being issued to clients and customers.
• Monitor and evaluate audit findings, identifying trends, risks and training requirements, and ensuring corrective actions are implemented and embedded.
• Be the ISO9001 audit lead and key point of contact in driving Quality Forums.

Lead the management of the company's ISO9001 Quality Management System, ensuring policies, procedures and controls remain effective, compliant and fit for purpose.

• Coordinate and manage all internal and external ISO9001 audits, ensuring successful outcomes and the timely completion of actions arising from audit findings.
• Work collaboratively with departmental leaders to review processes, identify operational risks and implement improvements that strengthen quality, efficiency and governance.
• Lead the organisation's complaints management framework, ensuring complaints are investigated, managed and resolved in accordance with company procedures and RICS requirements.
• Champion the adoption of AI-enabled quality assurance tools and automated review technologies across the organisation, identifying opportunities to improve report accuracy, consistency, productivity and customer outcomes.
• Act as the escalation point for complex customer and client complaints, supporting fair outcomes whilst protecting the reputation of the business.
• Work alongside Ombudsman communications and our insurers/solicitors in resolving claims.
• Contribute to the development and continuous improvement of quality assurance procedures, audit methodologies, complaint management processes and reporting systems.
• Previous experience in a Quality Assurance, Quality Management, Compliance, Operational Excellence or Customer Resolution leadership role.
• Experience leading, coaching and developing teams, with the ability to create a high-performance culture focused on accountability, quality and continuous improvement.
• Demonstrable experience managing quality assurance processes, audits, service reviews or compliance activities within a professional, regulated or customer focused environment.
• Experience investigating and managing customer complaints, identifying root causes and implementing service improvement actions.
• Strong organisational and project management skills, with the ability to manage multiple priorities, meet deadlines and deliver results in a fast-paced environment.
• Experience producing, analysing and interpreting management information, audit outcomes and performance data to support business decision-making.
• Excellent communication and relationship-building skills, with the confidence to influence stakeholders at all levels of the organisation.
• A practical and hands‑on approach, with the willingness to actively support operational delivery alongside team leadership responsibilities.
• Strong attention to detail, with the ability to maintain high standards of accuracy, consistency and professionalism.
• Experience developing, implementing or maintaining policies, procedures and quality standards.
• Sound understanding of audit principles, risk management and continuous improvement methodologies.
• Experience coordinating internal audits, monitoring action plans and ensuring recommendations are implemented effectively.
• Good working knowledge of Microsoft Office applications and confidence using business systems and reporting tools.
• Ability to work collaboratively across multiple departments, building effective relationships with operational teams and senior leaders.
• Experience working within a regulated, professional services, property, financial services, insurance, legal or similar environment.
• Experience managing or maintaining an ISO9001 Quality Management System.
• Internal Auditor qualification or recognised Quality Management qualification.
• Knowledge of RICS professional standards, complaints handling procedures or surveying industry requirements.
• Previous experience within the property, surveying, valuation, housing or professional services sectors.
• Experience supporting external audits, accreditation programmes, regulatory inspections or compliance reviews.
• Knowledge of customer service excellence frameworks, complaint management best practice and quality improvement methodologies.
• Understanding of lender panel requirements, valuation processes or technical report review processes.
• Membership of, or willingness to work towards, a relevant professional qualification in Quality Management, Compliance, Business Improvement or Leadership.
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