Internal Quality and Improvement Manager

About the role

We have a fantastic opportunity for an experienced and highly motivated Internal Quality and Improvement Manager to join us at a pivotal moment in the development of our organisation and our internal quality programme.

The Internal Quality and Improvement function is part of our Legal Directorate. Your role is to lead and deliver a programme of review, audit, quality assurance and improvement activities, primarily across our Registration and Quality Assurance, and Fitness to Practise Directorates and to manage our corporate complaints.

What will you do?

  • Design, develop and manage the day-to day programme of the Internal Quality and Improvement function including briefing the Executive Director of Legal and / or the Executive Leadership Team on any significant issues.
  • Play a pivotal role in the continuous improvement of our regulatory processes.
  • Oversee the regular and on demand internal review of cases to ensure compliance with internal guidance and procedure.
  • Ensure that the process for receiving and investigating complaints is appropriately managed and investigated and that accurate information is collected and analysed to enable clear conclusions to be drawn.
  • Ensure that the process of managing the review of complaints and the decision-making process to investigate a complaint is transparent and fair both internally and externally.
  • Assess, identify and understand risk in relation to internal quality review and complaints; and be able to report on the same.
  • Analyse data and assess information in order to provide accurate and appropriate responses.
  • Produce regular and ad hoc reports in relation to the function, presenting information in the most appropriate format.
  • Work with partner directorates, providing feedback and advice on ways of working, operational challenges and proposals for future learning and improvement.
  • Lead, manage, support, and motivate team members, identifying training needs and skills development.
  • Identify where legal advice is required and provide instruction on any relevant issues.
  • Liaise with and share best practice with relevant external stakeholders and other regulatory bodies.

What are we looking for?

  1. Substantial proven experience working in audit, compliance and quality and / or continuous improvement.
  2. A sound and demonstrable understanding of professional regulation including fitness to practise is desirable.
  3. Proven ability to monitor compliance and quality, conduct internal reviews / audits and provide feedback against service standards and processes.
  4. Ability to ensure that the process for receiving complaints made about the organisation, however they are received, are appropriately managed.
  5. Ability to ensure that the process of managing the review of complaints and the decision-making process to investigate a complaint is transparent and fair.
  6. A strong team player, capable of developing effective relationships at all levels within our organisation.
  7. Excellent communication skills and the ability to produce high quality presentations, written reports, and present information in an appropriate and accurate format.
  8. Ability to act with integrity and discretion when handling confidential and sensitive information.
  9. Demonstrable ability to manage and develop relationships with colleagues and key stakeholders.
  10. The ability to review, develop and implement policies and procedures.
  11. Demonstrable ability and knowledge to manage, support and lead a team and motivate people.
  12. A track record of respectful, open and honest behaviour including a demonstrable commitment to inclusion and diversity.

How to apply

To apply, please email the application form and equality monitoring form by midday 22 July 2019 to

Selection process

We will assess you against the evidence you provide in your application form. That evidence should address the criteria in the ‘what we are looking for’ section and give examples of how you meet the requirements of the role. Please note it will not be possible to give feedback at this stage.


Interviews will take place on Wednesday 31 July 2019 in Sheffield.

Interviews will seek to further understand your skills, knowledge, experience and motivation and test the key competencies of the role:

  1. Leading the way – takes personal ownership of work and career development.
  2. Working as one team – works supportively with others and builds strong relationships.
  3. Being a business – plans work to ensure best use of time and highest quality service.
  4. Embracing change – leads change by communicating clearly and encouraging discussion

If you are successful, we will undertake routine security checks.


If you have any queries about the role or the appointment process, please contact 

More details




£37,00037000 (increasing to £39,000 on successful completion of a six-month probation period.)


Sheffield UK

Job type


Working pattern

37 hours a week, flexible working available - Part Time and Job-Share considered

Closing date

22/07/2019 12:00 pm

Annual leave

25 days a year leave rising each year to a maximum of 30 plus 8 bank holidays pro-rata

More details