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

at  Independent Office for Police Conduct

JOB SUMMARY

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.

JOB DESCRIPTION

• 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

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Quality
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