Quality Support Officer

Quality Officer – Retirement Living responsible for supporting the implementation and continuous improvement of Bolton Clarke’s Retirement Living Quality Framework across villages. Plays a key role in identifying trends, risks and improvement opportunities from complaints, incidents, audits, and operational data; develops and refines procedures, templates, and tools to ensure consistent, high-quality practice; manages document control and versioning; prepares quality reporting, dashboards, governance packs and action registers to highlight risks and performance trends; supports governance forums with papers and minutes; provides coaching to Village Managers and Operations teams on quality tools and processes; ensures strong documentation and evidence practices across complaints, incidents and disputes; collaborates with Operations, Legal, Risk and Quality teams to translate complex requirements into practical, actionable processes. The role emphasizes quality, governance, compliance, risk, audit, service improvement and data/documentation, with a values-driven, collaborative, and enterprise-wide impact focus.