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Quality and Service Improvement Officer (Service User Experience & Involvement) - job post

Independent Office for Police Conduct
3.3 out of 5
£40,075 a year
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Job details

Here’s how the job details align with your profile.


  • £40,075 a year



Pulled from the full job description

  • Car scheme
  • Childcare
  • Company pension
  • Cycle to work scheme

Full job description

Job Introduction

What we offer

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

- Staff Networks focussed on each of the protections characteristic - run by staff, by staff:

  • Enable Network
  • Welsh Network
  • Pride and LGBTQI+ Network
  • Sex and Family Network
  • Race, Religion and Belief Network

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.

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

Emotional Consideration

In performing this role, you will have regular exposure to distressing material which will likely be impactful, traumatic and challenging. Given the nature of the work, it is also possible that you will have contact with individuals who are experiencing extreme distress. The IOPC recognises this and offers all staff a range of wellbeing provisions, including TRiM (Trauma Risk Management), peer-to-peer support, a dedicated Wellbeing Advisor, and access to free confidential counselling. All staff are strongly encouraged to proactively access and engage with the support available. If you would like to speak about this element of the role with somebody already doing similar work in the IOPC please contact and this can be arranged.

Rydym yn croesawu ymgeiswyr i ymgeisio am rolau trwy gyfrwng y Gymraeg fel eu dewis iaith.

As 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.

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.

We'll assess you against experience and the following level 2 behaviours during the initial selection process:

  • Communicating and Influencing
  • Managing a Quality Service

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

Throughout the process we will also assess your

Experience, Strengths, and IOPC Values.

Anticipated assessment and interview dates are week commencing 29th April 2024.

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).
  • Input to all areas of Quality Management, including dip sample design, operational standards and support colleagues handling, and responding to complaints from service users.
  • 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.

Our Organisation

  • Consider IOPC strategic intent when carrying out work, i.e. continuous improvement and accountability
  • Identify and cycle learning and improvement from quality assurance activity into the wider organisation in order to embed a ‘learning culture’.
  • Challenge work that doesn’t add value.
  • Be the voice of the service user– actively promote and champion the IOPC’s service standards at all times.
  • Represent the organisation as specified. This will include designing and delivering presentations for IOPC colleagues and could include representing the IOPC at external events and meetings.
  • Attend and contribute to organisational improvement activities / change events that seek to embed organisational learning and drive improvements throughout the organisation, championing and promoting the voice of the service user.
  • Attend and input into long term organisational projects, championing the voice of the service user, using data and analysis from service user experience.
  • Champion and promote a service user focus across the IOPC

Our People

  • Take responsibility for personal and professional learning and development
  • Be part of the team – be flexible to adapt to the business need of the wider QSI team
  • Be self motivated and able to work independently
  • Be able to give constructive feedback to colleagues, including peers and managers. Seek 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
  • Work with teams across the IOPC to support them to embed the IOPC’s service standards

Our Delivery

  • Plan and lead strands of the service user involvement & experience framework, including being responsible for:
  • Designing and embedding multiple ways for service users to provide their feedback to the IOPC. This will involve working closely with colleagues from across the organisation
  • Working with service users to develop service user journey maps
  • Establishing, embedding and facilitating a service user ‘sounding board’ and/or ‘involvement panel(s)
  • Establishing a process to analyse service user feedback and insight from across the organisation to inform improvement activity
  • Further developing, and contributing to, a reporting framework – for all colleagues – in relation to feedback received to ensure that the voice of the service user is recognised throughout all teams
  • Understand the IOPC complaints and feedback processes to enable identification and accurate reporting and recording of service user dissatisfaction
  • Communicate with service users using their preferred method of contact. This will include speaking with service users on the phone, communicating in writing and in person to achieve a high quality of service, having regard to reasonable adjustments and safeguarding
  • Liaise with colleagues and external partners to recover and improve service delivery, identify and implement organisational learning
  • Convert raw data to useful management information, produce reports and present findings to senior managers as required
  • Work collaboratively with colleagues across the QSI team to deliver the team’s objectives

The postholder may also be required to:

  • Design and deliver presentations for colleagues, external stakeholders and service users as required
  • Carry out debriefs and after action reviews with internal and external service users to identify learning for the IOPC and other organisations where necessary
  • Support the collection, analysis, decision making in relation to service user feedback



  • Experience of designing, implementing, and embedding service user engagement / involvement processes and activities to develop understanding of service user experience. Ideally, this experience has been gained in the public / social housing / third sector
  • Have a real understanding of how to gather service users’ needs and be keen and skilled at developing a positive rapport with multiple different service user groups
  • Be experienced in working with service user to understand their ‘service user journey’ with an organisation – and be able to feed that insight into improvement activity
  • Be able to demonstrate a 'can-do' attitude and be solutions-focussed
  • A demonstrably high level of communication skills, both written and verbal
  • Experience of gathering and analysing information, to inform decisions and recommendations and make improvements
  • Experience or recognising insight which may pose reputational risk and escalate appropriately
  • Strong persuasion and influencing skills
  • Experience of service user complaint handling and resolution
  • Experience off involving people whose voice is seldom heard
  • Experience of engaging and involving harder to reach audiences, to bring improvements which impact organisational effectiveness
  • Experience of working with colleagues, service users and stakeholders to drive service improvements
  • Experience of communicating verbally or in writing with challenging service users
  • Experience of using restorative practice with service users is highly desirable

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


  • Understanding of a complex legislative regulatory environment (or willingness to learn)
  • Understanding of the police complaints system and the statutory framework within which the IOPC operates
  • Understanding of the relevance of the Human Rights Act 1998; IOPC obligations under the Equality Act 2010, including the Public Sector Equality Duty, and other relevant legislation to the work of the IOPC and reasonable adjustments
  • Knowledge of safeguarding policy

This role requires basic security clearance through the DBS

National security vetting: clearance levels - GOV.UK (

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

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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