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Quality and Service Improvement Officer

Please Note: The application deadline for this job has now passed.

Job Introduction

Job Title: Quality and Service Improvement Officer

Contract: 12 months fixed term contract

Location: Birmingham, Cardiff, Croydon, London, Sale or Wakefield


There are many opportunities to work for the IOPC outside of investigations, where your skills, experience and passion can be utilised. Within the Strategy and Corporate Services Directorate, you will find a wide variety of careers to support our organisational goals of improving confidence in policing whilst developing your own expertise. The Quality and Service​ Improvement team work at the forefront of the IOPC’s drive to deliver exceptional quality and value for money in the service that we provide to all our stakeholders and service users.

This position will be within the service improvement team within the wider Quality & Service Improvement team but will be expected to work flexibly across all areas of delivery.  This includes working to respond as required, to complaints from service users.


We'll assess you against these Level 2 behaviours during the selection process:

  • Seeing the big picture
  • Changing & Improving
  • Communicating and Influencing                       
  • Working together                                             
  • Delivering at pace   

This vacancy is using Success Profiles, to find out more, please click here.

Throughout the recruitment process we will also assess your Experience, Strengths and Values. As part of the application process, you will be asked to complete three sift questions based on the essential criteria. 


This advert may close early due to high application numbers.

Main Responsibility

Our Organisation

  • Consider IOPC strategic intent when carrying out work, i.e. learning and accountability
  • Identify and cycle learning and improvement from cases into the wider organisation in order to embed a ‘learning culture’
  • Challenge work that doesn’t add value
  • Represent the organisation as specified.  This could include representing the IOPC at external events and meetings
  • Attend and contribute to organisational improvement activities / events that seek to embed organisational learning and drive improvements throughout the organisation
  • Champion and promote a service user focus across the IOPC


Our People

  • Take responsibility for personal and professional learning and development
  • Be able to give constructive feedback to colleagues, including peers and managers.  Expect feedback and be able to reflect on it
  • Maintain your professional expertise and keep up to date with relevant legislation, policy and good practice in order to strive for operational improvement
  • If assigned, act as a buddy for new or junior staff
  • Work with other teams across the IOPC to support them to define their own quality measures


Our Delivery

  • Plan and lead strands of the quality improvement framework, including working with others to deliver:
    • Quality standards for teams across the IOPC
    • An audit / dip sampling regime to provide assurance about the quality of our work
    • Debriefs and after-action reviews with internal and external service users to identify learning for the IOPC and other organisations where necessary
    • Information and presentations for external stakeholders and service users as required
    • Collection, analysis, decision making and response to complaints and feedback about our work
    • An effective process for learning and improving our delivery in response to the identification of best practice, mistakes and service user / stakeholder feedback
    • Thematic, learning reviews of IOPC end to end processes
  • Liaise with colleagues and external partners to recover and improve service delivery, identify and implement organisational learning
  • Convert raw data (from a variety of sources) to useful management information, produce reports and present findings to senior managers as required
  • Work collaboratively with colleagues across the Quality team to deliver the team’s objectives

The Ideal Candidate

Essential experience that would enable you to lead in one or more of the following areas and a working knowledge of at least one other area:

  • Delivering improvement projects to drive quality, using an evidence based and service user focussed approach
  • Responding to and resolution of complaints from service users and stakeholders.
  • Experience of communicating verbally or in writing with challenging stakeholders


Reasonable Adjustments

The IOPC is a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. We are open to providing you with the tools you need to succeed, from extra time to formatting changes, to name a mere few. If you require any reasonable adjustments to our recruitment process, please email

Package Description

  • 27.5 days paid annual leave (increasing with service to 32.5 days)
  • Options to carry over, buy or sell annual leave
  • Civil Service pension
  • PAM employee assistance programme
  • Access to Civil Service Sports Council (CSSC) membership
  • Staff networks focused on each of the protected characteristics – run for staff, by staff
  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity behaviours

Additional Information:

The IOPC is not eligible to participate in the Civil Service transfer process, therefore successful candidates will not be able to transfer to the IOPC on their existing terms and conditions.

The IOPC does not participate in the UK Visa Sponsorship Scheme therefore, candidates will have to provide evidence of their Right to Work in the UK if offered a role with us.

This role is exempt from the Rehabilitation of Offenders Act 1974, therefore a standard Disclosure and Barring Service (DBS) check will be carried out for the successful candidate during the pre-employment process.

Although we are currently unable to guarantee a longer or more permanent contract, if the role can be extended or made permanent, the successful post holder may be offered the role firstly without further interview.

About the Company

As a completely independent organisation, the IOPC seeks to uphold the rights of the public and investigate the most serious matters, including deaths following police contact, to promote learning and influence change in policing. The IOPC is an organisation steeped in history, influenced by significant figures such as Stephen Lawrence and Sir William Macpherson. We are looking for people to uphold our core values, and in return we will give you a supportive and inclusive work environment to flourish in.


Be yourself

The IOPC is committed to promoting equality and valuing diversity in everything we do. Our vision is to be, and to be seen as, a leader in inclusive employment and services, demonstrating this ethos in everything that we do.

  • As a silver standard Stonewall employer, we continue to commit to being a LGBTQ+ employer through the work of our Pride LGBTQ+ Staff Network, creating welcoming environments for lesbian, gay, bi and queer people.
  • We are pleased to share that we are a signatory of the Business in the Community Race at Work Charter. The Charter is composed of five calls to action for leaders and organisations across all sectors. 
  • Being a Disability Confident employer, the IOPC is dedicated to removing the barriers for disabled people to thrive in the workplace.
  • Our Staff Networks are constantly working to make the IOPC the leaders of inclusive employment, from our Allyship Programme to Welsh Language Standards and our Know the Line Policy, we are constantly seeking new ways to create an environment for all to develop and thrive.

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