Quality & Compliance Improvement Adviser-Restart

Job Req ID:  294436
Posting Start Date:  16 Jul 2024

Birmimgham, West Midlands, GB

Contract Type:  Full Time
Job Advertisement: 


Quality & Compliance Improvement Adviser - Restart

Full Time, Permanent, £26,000 - £30,000 + Benefits 

Location: Birmingham - with regular travel across other Serco offices in the West Midlands and Cardiff, dependent on business need.


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.


We are expanding our team and are now recruiting a Quality & Compliance Improvement Adviser to support the Quality Improvement & Audit Manager and Operations Manager in ensuring that the quality of service delivered via Serco’s internal delivery meets contractual, regulatory and legislative requirements.


You will report directly into the Senior Quality & Compliance Improvement Adviser, however you will equally be part of the Serco Restart Operational Team.


You will primarily be based at our office in Birmingham, 5 days per week, with regular visits to our sites in West Bromwich and Coventry. Travel to additional locations, including our Cardiff office, may be required according to business need.



Key Accountabilities


Quality Assurance and Compliance

  • Support the Serco Restart self-delivery team with their development of systems and processes that ensure contractual compliance, minimise financial risk and ensure the quality-of-service delivery to service users
  • Provide the Quality Improvement & Audit Manager and Serco Operations Manager with required quality assurance and compliance reporting as appropriate
  • Act as the nominated local expert for quality assurance and compliance within the business
  • Work closely with key internal and external stakeholders to ensure the needs to the customer and business unit are delivered in full


  • Manage a schedule of ongoing audits and observations to ensure the quality and compliance of service delivery
  • Coordination and management of any regulatory audits and inspections including readiness reviews.



What you’ll need to do the role:


To be successful in the role you will need experience of working in a compliance environment. You will need strong IT skills, with particular emphasis on MS Excel and MS Office 365 software, and have strong communication skills, excellent interpersonal skills and the ability to work across a number of work streams.

You will need to be confident to communicate through a variety of media, be highly organised with the ability to work to fixed deadlines, whilst maintaining high standards of accuracy and attention to detail, and when necessary be confident to challenge managers regarding compliance failures.


Understanding of DWP/welfare to work/ employability market environment is desirable but not essential.


This role requires Baseline Personnel Security Standard (BPSS) – covering pre-employment checks.



Why Serco?


  • Meaningful and vital work: The nature of our business means you will do interesting work that matters – delivering essential services that truly touch people’s lives.
  • A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.
  • Great people: We are a motivated team who will encourage you and help you to succeed. You’ll have the resources you need to do your job in a diverse and supportive environment.



What we offer:

  • Salary range £26,000 - £30,000
  • Serco discounts which include cinema, Merlin entertainment and online shopping discounts and discounts on mobile phone plans and leisure centre memberships
  • An autonomous and supportive culture
  • The chance to make a positive difference to public sector services in a company passionate about diversity and inclusion




About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.