Quality Assurance Officer

Homesupportmatters; Beccles; On-site; GBP 27,000; Full time

Job summary

A care service provider is seeking a Quality Assurance Officer in Beccles to ensure service excellence. The role involves monitoring compliance with regulatory standards, managing customer concerns, and driving service improvements. Ideal candidates will possess quality assurance experience, strong communication skills, and knowledge of CQC standards. The position offers a competitive salary of £26,500 and full-time employment with development opportunities.

Benefits

Access to exclusive discounts via Blue Light Card

Comprehensive Paid Induction

Ongoing Training & Development

Clear career progression pathways

Free Branded Uniform & PPE

Company Mobile Phone

Paid holiday and pension

Mileage Pay

24/7 Counselling Line

Refer a Friend Bonus

Qualifications

• Proven experience in quality assurance or customer care within the health or social care sector.
• Confidence in managing sensitive situations with discretion, empathy, and professionalism.
• Knowledge of CQC standards and relevant social care legislation.

Responsibilities

• Monitor documentation to ensure compliance with regulatory standards.
• Manage complaints and incidents with a strong customer service ethos.
• Prepare reports for regulatory submissions and inspections.

Skills

Quality assurance experience

Customer service skills

Problem-solving skills

Attention to detail

Communication skills

Education

Qualification in Health & Social Care or Quality Assurance

Tools

Digital care systems

Job description

2 months ago Be among the first 25 applicants

This range is provided by Home Support Matters. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Location - Beccles, Suffolk

Hours - Full-time and permanent

Salary - £26,500

Closing Date - 31st July '25

Do you believe exceptional customer service is at the heart of quality care? Are you confident handling sensitive concerns with compassion, clarity, and professionalism?

Home Support Matters are looking for a Quality Assurance Officer to champion service excellence by supporting our Quality & Development Lead in monitoring compliance and delivering best-in-class customer and employee experiences. You\'ll play a critical role in ensuring we meet, and exceed, regulatory standards, with a strong focus on the quality auditing process and on managing complaints, incidents, and safeguarding concerns in a way that strengthens trust, transparency, and continuous improvement.

The Role at a Glance

As a Quality Assurance Officer, you\'ll ensure care and support documentation are accurate, compliant, and reflective of the high standards we promise. The role holder will lead the way in managing and resolving customer concerns, complaints, incidents, accidents, and safeguarding matters, ensuring every interaction is handled with empathy, efficiency, and accountability.

Your work will directly influence the customer experience, reinforcing a culture of openness, safety, and respect.

This role holds escalation duties, which attract additional regular payments to the salary mentioned above.

Key Responsibilities

• Monitor and review documentation to ensure regulatory compliance (CQC and social care legislation) is adhered to
• Manage complaints, concerns, and incidents with a strong customer service ethos, ensuring clear communication, thorough investigation, and timely resolution
• Handle safeguarding and accident reports sensitively and professionally, working in line with policy and legal requirements
• Maintain and deliver scheduled audits, using findings to drive meaningful service improvements
• Collaborate with the senior management team to identify trends and embed lessons learned
• Prepare reports and contribute to regulatory submissions and inspections
• Support a culture of continuous learning, improvement, and service excellence

What You\'ll Bring

• Proven experience in quality assurance, compliance, or customer care within the health or social care sector
• A customer-first mindset, with strong communication and problem-solving skills
• Confidence in managing sensitive situations with discretion, empathy, and professionalism
• Knowledge of CQC standards, safeguarding, and relevant social care legislation
• Meticulous attention to detail and strong documentation skills
• Ability to work independently and collaboratively in a dynamic environment

Nice to Have

• Qualification in Health & Social Care or Quality Assurance
• Familiarity with digital care systems or audit tools
• Experience supporting CQC inspections or local authority reviews
• Customer service experience

Why Work with Home Support Matters?

• Be part of an organisation where every voice is valued
• Make a direct impact on the wellbeing and experience of customers and employees
• Access professional development and training opportunities
• Join a supportive, passionate, and quality-driven team

What You\'ll Receive

• Blue Light Card - Access exclusive discounts for you and your family
• Comprehensive Paid Induction - 6 days of training (Beccles, 9-5), including shadowing and a funded Care Certificate
• Ongoing Training & Development - To support your growth and progression
• Career Progression - Clear pathways and support to gain further qualifications
• Free Branded Uniform & PPE - Provided for your safety and professionalism
• Company Mobile Phone - For work-related duties
• Holiday Pay & Pension - Paid time off and retirement support
• Mileage Pay - 42p per mile
• 24/7 Counselling Line - Because your wellbeing matters
• Refer a Friend Bonus - Earn £100 for every successful referral
• Supportive Work Culture - Inclusive and team-focused environment

Apply Today

If you\'re ready to take the next step in your care career and make a real difference in the lives of people receiving support at home, apply now to join the friendly and dedicated team at Home Support Matters.

Seniority level

Associate

Employment type

Full-time

Job function

Health Care Provider

Industries

Services for the Elderly and Disabled

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Norfolk, England, United Kingdom 2 months ago