Quality & Compliance Improvement Adviser-Restart

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. 

Initial induction period will be based at Serco’s Cardiff office before transitioning to Newport 

Salary: £28.500- £33,500 per annum plus excellent benefits
Schedule: Full time, 37 hours per week – Monday- Friday

Ready to impact a better future?

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.

This is a collaborative, solutions‑focused role where your insight, analytical capability and ability to build trusted relationships will directly support improved participant outcomes, protect revenue and raise delivery standards across the programme.

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

What you’ll do as a Quality & Compliance Improvement Adviser

You’ll be entrusted to:

• 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.

Does this sound like you?

You’ll be a great fit for this role if you have:

• 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 includes:

• 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.

Discover all you need to keep growing

We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a supportive organisation that values collaboration, integrity and continuous improvement. We’ll provide the tools, training and encouragement you need to develop your expertise and make a meaningful impact across employability services.

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

Let’s impact a better future, together. Apply today.

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. 

Apply
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.