Sanctuary Group

Role Description We have an opportunity for a Quality Assurance Analyst to join our team. Working as a Quality Assurance Analyst within the Customer Relations department, you will report into the Quality Assurance Operational Lead. The team coordinate, develop and manage the delivery of high-quality outcomes by monitoring and evaluating Complaints and Compliance to provide assurance to the business and internal and external stakeholders. This specific role will be monitoring the Compliance Process - specifically Gas and Fire Planning. - Conduct thorough quality checks of complaints handling, ensuring compliance with internal policies, industry standards, and regulatory requirements. - Assess the accuracy, fairness, and resolution of complaints to uphold the highest standards of service. - Coordinate, develop, implement and help manage the new end to end quality monitoring workstream within Gas and Fire. - Provide structured feedback and coaching to all agents within the end to end process, identifying areas of improvement and celebrating excellence. - Deliver actionable insights to teams and management to support a culture of learning and growth. - Partner with key stakeholders, including compliance, training, and operational teams, to ensure quality standards align with organisational goals, whilst acting as a bridge between quality assurance and operational teams, fostering open communication and alignment. Qualifications - Strong analytical skills with the ability to interpret data and identify trends. - Excellent coaching and mentoring capabilities, fostering individual and team development. - Extensive previous experience in a quality assurance role within a compliance/gas/fire environment. - Previous experience within a change management role. - Proven experience in conducting root cause analysis and process improvement initiatives. Benefits - 25 days annual leave (rising to a maximum of 30 days) plus public holidays. - A pension scheme with employer contributions from Sanctuary. - Life Assurance. - Employee Advice Service including counselling. - Cycle to Work scheme. - Voluntary health plans. - Employee discounts. - Wellbeing support and tools. - Employee recognition scheme. - Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues. - Role salary is £38,535 (rising to £40,563 after 12 months, subject to satisfactory performance).

Role Description We have a new exciting opportunity for a Head of Complex Buildings Reporting to lead the reporting, oversight and assurance of the Golden thread across a portfolio of complex tall buildings or high-risk buildings, ensuring full compliance with fire, structural and regulatory safety requirements nationally. In this role, you will deliver the Group’s Building Safety Data and golden thread programme, ensuring the effective management, maintenance and governance of all building safety information. You will also drive data-led decision making across all tall buildings and complex high-risk assets and introduction to digital twins and BIM. This position sits within Building Safety which is responsible for managing the Group's compliance responsibilities including gas servicing and fire risk assessments to ensure the Group's properties comply with legislation. The role of Head of Complex Buildings Reporting will include: - Lead the development and implementation of appropriate building safety / golden thread frameworks, and integration into the building safety cases working with the technical leads. - Manage and coordinate the effective reporting of all complex buildings ensuring our buildings are operationally well-managed, working as part of the Senior Leadership Team collaboratively with technical leads. - Ensure the accuracy, consistency and delivery of the golden thread data and that operational processes including FRAEW and LOW FRAEW sign off are robust. - Lead the development and implementation of appropriate business processes ensuring we meet the changing regulatory requirements. - Ensure that tall buildings are compliant and ensure the building safety team manage escalations through to completion. - Develop and maintain effective working relationships with internal and external stakeholders. Qualifications - Degree, management qualification or relevant professional qualification. - Comprehensive experience of managing operations in a highly regulated environment. - Significant knowledge of building safety regulations, legislation, current projects and working with complex buildings. - Significant knowledge of fire safety regulation. - Comprehensive knowledge of the requirements of digital building information. - Substantial experience of leading a team in a large, complex organisation. - Proven track record of demonstrating commercial acumen and achieving results. - Comprehensive experience of analysing and diagnosing problems and implementing effective solutions. - Proven knowledge of financial regulations and good practice principles. - Substantial experience and proven achievement working in a commercial environment. Requirements - This role will involve driving on company business. In order to drive a company vehicle, drivers must hold a full valid UK driving license. Benefits - 25 days annual leave (rising to a maximum of 30 days) plus public holidays. - A pension scheme with employer contributions from Sanctuary. - Life Assurance. - Employee Advice Service including counselling. - Cycle to Work scheme. - Voluntary health plans. - Employee discounts. - Wellbeing support and tools. - Employee recognition scheme. - Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues. - Role salary is £86,763 with an additional policy allowance of £1,995 per annum (rising to £91,340 with an additional policy allowance of £2,100 per annum after 12 months, subject to satisfactory performance).