Head of Quality

Competitive salary
The Business Banking Resolution Service (BBRS) is a new industry-funded voluntary dispute resolution service that is being set up to resolve historic and future disputes between SMEs and participating providers of banking services.

To help create the new Service, we are looking for an experienced Head of Quality. In this senior appointment, you will hold responsibility for the establishment and implementation of a robust quality assurance framework that enables fair and reasonable outcomes for those who engage with the BBRS. You will lead and be accountable for developing and monitoring quality assurance policy, procedures and standards that drive a culture of quality within the organisation. You will exemplify the principles of good complaint handling and evidence-based decision making.

This specialist appointment requires deep expertise in complaint handling and dispute resolution, gained at a senior level in a comparably complex operation. You will be an outstanding communicator who establishes trust quickly and fosters positive and productive relationships. With strong leadership qualities, you will influence and motivate individuals across all levels of the organisation and encourage creativity and the adoption of new ideas and concepts. You will be committed to delivering fair, consistent and reasonable outcomes.

Download the candidate brief to find out about the role.
How to apply
Apply Now

We hope you will consider expressing an interest in this role. If you have questions about the appointment process and would find it helpful to have an informal conversation, please contact Juliet Taylor on 0203 971 0832 or at Juliet.Taylor@starfishsearch.com

To make an application, please provide by email to Juliet.Taylor@starfishsearch.com 

  • your CV (no more than three sides)
  • a covering letter that sets out your motivation for considering the appointment, and why, in brief, you believe your skills and experience make you suitable;

We would also be grateful if you would also complete the Equality and Diversity monitoring form provided. This form is for monitoring purposes only and is not treated as part of your application; you can email the form back to us when you apply and our team will collect it.

Closing date
Monday 30th September 2019

We may ask you to meet informally with the Starfish Search team before the above date. We anticipate that a final shortlist of applicants will be agreed by mid October. Shortlisted candidates will be invited to attend interview with BBRS before the end of October 2019.

Please download, complete and return our equal opportunities form