Internal Quality and Improvement Officer

About the role

We’re looking for an internal quality and improvement officer to help shape our internal quality programme.

Based within the legal directorate, your role will be to work with and support the internal quality and improvement manager as they lead and deliver a programme of review, audit, quality assurance and improvement activities. This will primarily focus on our registration and quality assurance, and fitness to practise directorates, alongside the management of our corporate complaints.

If you have a good working knowledge of quality, audit or complaints, or a willingness to develop in these areas, we want to hear from you.

What will you do?

  • Work with the internal quality and improvement manager to design, develop and manage the day to day programme of the internal quality and improvement team.
  • Identify and assess risk in relation to internal quality and improvement and corporate complaints; and report on the same.
  • Schedule the agenda and content of the internal quality and improvement programme.
  • Gather evidence, statistics and information in relation to the performance of our operational directorates and analyse the same in conjunction with the internal quality and improvement manager.
  • Produce regular and ad hoc reports and management information in relation to the work of the team, presenting information in the most appropriate format.
  • Receive and acknowledge corporate complaints, and ensure that accurate information is collected in the investigation of corporate complaints in accordance with agreed timelines and procedure.
  • Liaise with complainants and keep them updated on the progress of their complaint.
  • Alongside the internal quality and improvement manager, draft accurate and comprehensive complaint responses.
  • Develop and maintain appropriate records and documentation in respect of internal quality and improvement, and corporate complaints, for internal and external audit purposes.
  • Maintain awareness of issues and challenges that impact on professional regulation generally and the social work profession more specifically, and ensure that such knowledge is shared with colleagues.
  • Support the completion of the data protection impact assessment process and equality impact assessments of all policies and procedures deriving from the internal quality and improvement team.
  • Contribute to the development of effective management and administrative information systems in respect of internal quality and improvement and corporate complaints maintain such systems.
  • Provide designated assistance in preparation for any external audit or Professional Standards Authority Reviews, by coordinating and collating information as requested and ensuring it meets the needs of the external body.

What are we looking for?

  1. A track record of respectful, open and honest behaviour including a demonstrable commitment to inclusion and diversity.
  2. A good working knowledge of quality, audit or complaints, or a willingness to develop in these areas.
  3. A strong team player, capable of developing effective relationships at all levels within our organisation.
  4. Ability to communicate effectively, both orally and in writing, with a range of stakeholders, often addressing difficult and/or contentious issues.
  5. Ability to draft clear and comprehensive reports and correspondence.
  6. Ability to act with integrity and discretion when handling confidential and sensitive information.
  7. Excellent organisation and time management skills, and the ability to manage competing priorities whilst maintaining a high degree of accuracy and attention to detail.
  8. Excellent analytical skills and an ability to collate and evaluate data from multiple sources and use the outcomes to problem-solve.
  9. Ability to develop, implement and manage administrative systems that meet the needs of a changing environment.
  10. Ability to plan, organise and prioritise projects and other workloads, to meet specific deadlines.
  11. Strong IT skills with good working knowledge of Microsoft Outlook, Word and Excel and PowerPoint.
  12. Knowledge of regulatory or investigatory processes, desirable

How to apply

To apply, please complete and submit the application form and equality monitoring form by midday Monday 30 September 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 9 October 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 – demonstrates openness to change.
  5. Respecting each other – communicates with respect.

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




GBP £23,000 to £25,000 (The salary is £23,000 increasing to £25,000 on successful completion of a six-month probation period.) 23000


Sheffield UK

Job type


Working pattern

Full time or part time working. Flexible working depending on business needs.

Closing date

30/09/2019 12:00 pm

Annual leave

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

More details