Quality and Service Improvement Officer (Service User Experience & Involvement)

at  Independent Office for Police Conduct

Job Introduction
As a Quality and Service Improvement Officer, you will be welcomed into the dynamic and inclusive Quality and Service Improvement team working at the forefront of the IOPC’s drive to deliver exceptional quality and value for money in the services that we provide. Your focus will be on helping us to use service user experience to inform our work and drive improvement.
The IOPC is on a journey to develop its culture, perspectives and ethos to support the organisation’s core outcomes, and this is your opportunity to enter into the varied world of IOPC Quality and Service Improvement, allowing you to develop your mindset and approaches to contribute to improving the police complaints system in England and Wales.
The QSI team support our colleagues by working with them to set standards, quality assure these standards and drive positive changes in quality by identifying good practice and opportunities for improvement using feedback, service user experience and data.
This vacancy is using Success Profiles, to find out more, please click here.
We’ll assess you against Level 2 behaviours during the selection process:
If you are shortlisted for interview, we’ll provide further details of what will be assessed at that stage.

Main Responsibilities

• To design, implement and embed service user engagement and involvement processes and activities throughout the IOPC
• To lead on the development of using service user experience to inform improvement activity, through the Quality Improvement Cycle.
• To lead on sharing and reporting on service user feedback and experience throughout the organisation
• To be responsible for identifying learning and/or areas of concern and providing recommendations to the appropriate colleagues (at all levels of the organisation).
• Contribute to improved organisational learning and disseminate learning and best practice across the IOPC.
• To support colleagues in driving and sustaining improvements in IOPC delivery
• To drive improvements in delivery through engagement and collaboration with service users and stakeholders, using feedback to improve. For example, through the use of involvement panels
• Provide assurance that service user experience is accounted for in the organisational assessment of quality.

SKILLS AND ABILITIES

• Motivated by working with service users, listening to their views and having the drive to use their voices to make a difference
• Tenacious and resilient in ‘doing the right thing’
• Skilled negotiator – must be able to work with others, often with competing needs and work, to ensure that projects succeed
• Self-motivated with the proven ability to plan and prioritise their own workload
• Confident and skilled communicator who is able to provide the highest quality of information in writing or other alternative, or via presentations in person, to a variety of audiences including those who are hard to reach
• Able to write in Plain English and for a variety of audiences.
• Able to work collaboratively, across teams and directorates to deliver results and be able to persuade and influence others
• Promotes a culture which values diversity of experience and background and embeds team behaviours
• Able to prioritise, plan and manage tasks effectively to deliver quality outcomes within challenging timescales
• Able to work flexibly and remotely, including national travel, working independently and as part of a national team based in separate locations

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. Whilst this list is not exhaustive, please see potential reasonable adjustments below that we can provide:

• Extra time for presentations or interview questions
• Formatting changes such as colours for text or background on written assignments
• Questions presented in writing during interviews

If you require any reasonable adjustments to our recruitment process, please email campaigns@policeconduct.gov.uk
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.

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
• Civil Service maternity leave package
• PAM employee assistance programme
• Access to Civil Service Sports Council (CSSC) membership
• Cycle to work scheme
• Opportunity to enjoy the latest home and electronics in a more affordable way provided by Vivup
• Car Leasing Scheme
• Staff networks focused on each of the protected characteristics – run for staff, by staff:
• Enable Network
• Welsh Network
• Pride and LGBTQI+ Network
• Sex and Family Network
• Race, Religion and Belief Network

Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity behaviours

THE ROLE REQUIRES CLEARANCE TO BPSS

National security vetting: clearance levels - GOV.UK (www.gov.uk)

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Any move to the Independent Office for Police Conduct from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
In line with the IOPC Recruitment and Selection Policy, we recommend that internal colleagues make an early application within the first seven days, so that we can see if there is enough interest within the organisation to keep the role internal for the full advert live period. Remember, we will review the number of applications after the first seven days and the role may be advertised externally after this period. See the Recruitment and Selection Policy or Guidance for further information.

Main Responsibilities

• To design, implement and embed service user engagement and involvement processes and activities throughout the IOPC
• To lead on the development of using service user experience to inform improvement activity, through the Quality Improvement Cycle.
• To lead on sharing and reporting on service user feedback and experience throughout the organisation
• To be responsible for identifying learning and/or areas of concern and providing recommendations to the appropriate colleagues (at all levels of the organisation).
• Contribute to improved organisational learning and disseminate learning and best practice across the IOPC.
• To support colleagues in driving and sustaining improvements in IOPC delivery
• To drive improvements in delivery through engagement and collaboration with service users and stakeholders, using feedback to improve. For example, through the use of involvement panels
• Provide assurance that service user experience is accounted for in the organisational assessment of quality