Service Improvement Officer

About the Role

Improvement work is most valuable when it turns complex policies, performance information, and frontline experience into changes people can actually use.

As a Development Officer – Performance, Quality and Improvement, you will support the review and development of procedures, performance frameworks, service standards, and improvement activity across operational teams. You will analyse how services are performing, identify gaps, coordinate policy updates, and help make sure agreed improvements are implemented rather than remaining as recommendations on paper.

The role combines analysis, policy work, coordination, and stakeholder engagement. One day may involve reviewing performance information and identifying a recurring issue, while another could focus on rewriting a procedure, coordinating feedback from several teams, or preparing an improvement plan for senior colleagues.

Key Responsibilities

• Review existing policies, procedures, guidance, and service standards.
• Coordinate updates to operational and multi-agency procedures.
• Analyse performance information and identify areas requiring improvement.
• Maintain improvement plans, action trackers, and review schedules.
• Support development of quality-assurance frameworks and monitoring processes.
• Prepare clear reports highlighting trends, risks, and improvement priorities.
• Coordinate consultation with internal teams and external partner organisations.
• Gather feedback from operational staff and incorporate relevant findings into revised processes.
• Monitor progress against agreed improvement actions.
• Support audits, reviews, inspections, and quality-assurance exercises.
• Prepare briefing papers, meeting documentation, and performance summaries.
• Maintain accurate records relating to policy reviews and improvement activity.
• Identify gaps between written procedures and actual operational practice.
• Support development of performance indicators and service measures.
• Coordinate meetings involving several departments or partner organisations.
• Research relevant legislation, guidance, and recognised good practice.
• Help translate complex policy requirements into practical working procedures.
• Track deadlines for scheduled policy and procedure reviews.
• Support responses to recommendations arising from external reviews or inspections.
• Contribute to continuous improvement across service delivery.

What We Are Looking For

• Previous experience in service improvement, policy development, quality assurance, performance management, governance, public services, or a related field.
• Strong analytical skills and confidence working with performance information.
• Ability to review complex documents and identify practical areas for improvement.
• Excellent written communication skills.
• Experience drafting or updating policies, procedures, or operational guidance would be advantageous.
• Strong organisational skills and ability to manage multiple review deadlines.
• Experience working across different teams or organisations.
• Ability to prepare clear reports and recommendations for management.
• Good working knowledge of Microsoft Excel, Word, PowerPoint, and Outlook.
• Experience supporting audits, inspections, or quality reviews would be beneficial.
• Ability to handle confidential or sensitive information appropriately.
• Understanding of public-sector governance or public-protection environments would be advantageous.

Competencies

• Service improvement
• Policy development
• Quality assurance
• Performance analysis
• Governance
• Procedure development
• Audit support
• Action tracking
• Stakeholder coordination
• Report writing
• Continuous improvement
• Performance monitoring

Working Approach

You are curious about why a process produces the results it does. Rather than changing procedures for the sake of change, you look for evidence, speak with the people using them, and identify where improvements will make a measurable difference. You are comfortable challenging inefficient processes while keeping recommendations practical and achievable.

Pay: £40,000.00-£45,000.00 per year

Work Location: In person