Quality, Improvement & Audit Manager - Employability

Worcester, Worcestershire, United Kingdom, United Kingdom
GBP 40,000.00 per year
01 May 2021
20 May 2021
Approved employers
Approved employer
Job role
Experience level
Location: This is a remote position

Our Employment, Skills and Enterprise 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 are delighted to have been selected by the Department for Work and Pensions (DWP) to deliver the Restart employability programme in 2 Contract Packages in West Central (Black Country, Coventry, Greater Birmingham and Solihull, The Marches and Worcestershire) and across all of Wales.

As part of our Restart programme we will support participants on their journey to finding sustainable employment, enabling them to progress towards a more secure future. The Restart programme will help people who have been unemployed for between 12 and 18 months get back into work, including those whose prospects for securing employment have been impacted by the Covid-19 pandemic.

To ensure our success we are recruiting a Quality, Improvement and Audit Manager. This is a remote position. As Quality, Improvement and Audit Manager you'll be responsible for the delivery and compliance with relevant contractual and Serco Management System requirements through the design and implementation of a framework of effective processes and systems of control for adoption by Serco teams and our supply chain partners. You'll be responsible for line managing a team of Quality & Compliance Improvement Advisers and ensuring the development of the team through gap analysis of skills and delivering appropriate training Key duties include;
  • Provide the Head of Delivery Assurance with required quality assurance and compliance reporting;
  • Design and review operational guidance material, processes and systems of control;
  • Create and maintain appropriate internal policy documents;
  • Support internal delivery teams and subcontractors to improve the quality and compliance of their delivery through the delivery of training sessions;
  • Manage the production of Quality Improvement Plans that address any areas of supplier non-compliance and opportunities for systems improvement, and achievement of actions against these plans;
  • Manage, maintain and ensure compliance with risk-based compliance frameworks;
  • Manage and coordinate status updates for all compliance-related corrective actions;
  • Support the Head of Delivery Assurance with the production of the contracts Self-Assessment (SAR) and resulting action plan, including input from internal delivery and supply chain partner teams
  • Ensure delivery of a rolling risk-based audit programme in line with contractual obligations and Serco KPI's;
  • Develop and implement a strategy and process for sample auditing data team checks;
  • Assist the Head of Delivery Assurance in the preparation for internal audits/external inspections including readiness reviews;

This is a remote position, however contracts are based regionally in Wales and West Central.

What you'll need to do the role:

We are looking for an experienced Quality, Improvement and Audit Manager from within the Employability Sector. You should have experience in the design and maintenance of quality manuals/Quality Management systems (preferably aligned to ISO9001 principles) as well as extensive experience in the implementation of Quality Assurance programmes. In addition you will have supply chain management experience and an understanding of the DWP market environment. Due to the nature of the role, you will have excellent analytical skills and understanding of management informationl along with experience of training delivery and utilising coaching skills.

You'll have proven relationship management, influencing and negotiating skills gained in a managed service delivery organisation and will be a proven trainer with the ability to successfully engage with and educate people in Quality Management tools and techniques.

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 up to £40,000 (dependent upon skills and experience)
  • Serco discounts which include cinema, Merlin entertainment and online shopping discounts, cycle to work scheme, 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

If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.

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.

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports 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).

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