Quality & Compliance Improvement Adviser (QCIA)
Location: Newport, NP20 1FX with occasional travel to other Serco offices in South Wales & West Midlands, depending on business need.
Salary: £28,500- £33,500 per annum plus excellent benefits.
Schedule: Full time, 37 hours per week – Monday to Friday.
Our Skills and Employability business provides support to citizens, from supporting the unemployed into sustainable work, to upskilling those with low or no vocational skills, so they can progress in work. At Serco we are committed to supporting economic recovery post-Covid and are proud to be able to support the government’s Plan for Jobs. Along with our partners, we were delighted to have been selected by the Department for Work and Pensions (DWP) to deliver the Restart Scheme in Wales and West Central England, supporting eligible individuals to find jobs in their local area. The Restart Scheme helps people who have been unemployed and in receipt of Universal Credit or Jobseekers’ Allowance (IB) for at least 6 months to get back into work. We comprehensively assess Participants’ needs and motivations using our evidence‑based employability model and work with our network of trusted providers and partners to help break down barriers to work, enabling them to progress towards a more secure future.
As a Quality & Compliance Improvement Adviser (QCIA) within Serco’s Restart programme, you’ll play a key role in strengthening quality, compliance and performance across service delivery. Working closely with operational teams, you’ll help embed consistent, sustainable quality practices that meet contractual, regulatory and legislative requirements.
What you’ll do as a Quality & Compliance Improvement Adviser
* Conduct accurate and standardised assurance testing to assess delivery quality and compliance across the Restart programme.
* Complete monthly and quarterly deep‑dive analysis to identify performance trends, risks and improvement opportunities.
* Observe participant‑facing activity and provide clear, constructive feedback that supports development and continuous improvement.
* Produce accurate and timely quality and compliance reports, highlighting key risks, themes and opportunities.
* Support operational teams to strengthen systems and processes using data insight and root‑cause analysis.
* Act as a trusted local expert, providing practical guidance on quality and compliance standards.
* Deliver assurance framework activity aligned to DWP Customer Service Standards and contractual requirements.
* Work collaboratively with internal stakeholders to ensure customer needs, contractual priorities and programme objectives are met.
* Escalate issues appropriately to ensure alignment with contractual and assurance priorities.
* Undertake additional reasonable tasks to support wider business needs.
* Build strong, supportive and productive relationships with operational teams.
* Act as a subject‑matter expert for quality, compliance and service delivery.
* Work proactively with stakeholders to maintain alignment with customer and business objectives.
* Promote Serco’s reputation as a high‑quality, compliant and collaborative delivery partner.
Qualities and Skills Required
* Strong IT capability, particularly in Excel and Office 365, to support analysis and reporting.
* Excellent attention to detail and accuracy when conducting assurance activity.
* Strong written and verbal communication skills, with confidence presenting information to varied audiences.
* The ability to analyse issues, understand root causes and support practical solutions.
* Strong organisational skills with the ability to manage multiple priorities and fixed deadlines.
* A proactive, solution‑focused approach and the confidence to work independently.
* The ability to adapt to change and remain effective in a fast‑paced environment.
Desirable Experience
* Understanding of the DWP and welfare‑to‑work environment.
* Experience in quality assurance, compliance or audit‑focused roles.
* Experience using CRM‑based systems.
* Familiarity with the DWP Provider Payments and Referral System (PRaP).
Vetting And Checks
This role requires BPSS clearance, which involves identity verification, employment history, and criminal record checks to meet government security standards. An Occupational Health Questionnaire will also be required to ensure we can offer appropriate support for your wellbeing and performance.
What We Offer
* Holidays: 25 days plus bank holidays.
* Pension: Up to 6% contributory pension scheme.
* Training and development: Role‑specific training and continuous professional development.
* Health and wellbeing: Employee Assistance Programme and wellbeing support.
* Discounts: Discounts across a wide range of retailers and services.
* Employee networks: Inclusive networks supporting collaboration, belonging and development.
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