Performance and Quality Officer – Permanent

Performance & Quality Officer – North East Probation Service

Overview of the job

The role is a member of a Performance & Quality Officer team (2–4 members) working with LDU clusters to ensure performance and delivery to agreed targets. Responsibilities include identifying local performance and quality issues, developing quality improvement programmes, and implementing improvement initiatives that align with HMPPS priorities.

Summary

• Ensure LDU clusters deliver in accordance with national service delivery indicators and specifications
• Develop and deliver a quality improvement programme for the division
• Identify local performance and quality issues linking to HMPPS priorities
• Run improvement initiatives to address opportunities for performance improvement
• Collaborate with other PQOs to share best practice and maximise improvements in quality and performance

Responsibilities, Activities & Duties

• Provide guidance for effective practice delivery across LDU clusters
• Demonstrate support for organisational vision and strategies regarding quality improvement
• Implement systems for reviewing and assessing effective practice within LDU clusters
• Implement practice development opportunities in collaboration with HMPPS/NPS training and OD
• Contribute to a culture of innovation and continuous improvement

• Support performance management of LDU clusters within the division
• Identify opportunities for performance improvement and analyse trends within clusters
• Support implementation of performance plans and monitor effectiveness
• Work with PQO colleagues to share good practice and promote performance initiatives

• Support continuous quality improvement
• Implement best practice initiatives internally
• Monitor compliance with quality systems

• Establish effective working relationships with other teams and colleagues
• Write reports for management on contract performance and provide cost analysis where required
• Provide information to colleagues where required
• Support a performance and quality‑focused organisation

• Support manager with information provision for SLA review meetings and recommend improvements; monitor action logs where appropriate
• Monitor CRC and other organisations’ delivery of interventions on behalf of NPS
• Share knowledge and good practice to inform continual improvement of service delivery
• Provide information, feedback and advice
• Influence and persuade stakeholders where necessary
• Participate in meetings using appropriate skills, styles and approaches

• Manage own resources and professional development

• Liaise with staff to receive, collate and analyse information, compiling reports as necessary
• Develop and utilise data to identify trends and recommend action to maintain and enhance performance
• Comply with systems for the exchange of sensitive information, data and intelligence

• Support a culture and systems that promote equality and value diversity
• Implement diversity policies of the service and consult the Equalities and Diversity Unit as appropriate

• Ensure an effective approach to project and process evaluation
• Manage a programme of complementary projects
• Enable others to carry out project management roles
• Maintain effective communication with project stakeholders

Behaviours

• Changing and Improving
• Working Together
• Managing a Quality Service
• Delivering at Pace

Technical Requirements

• NVQ Level 4 or equivalent in a relevant subject (or appropriate practical experience)
• Proficiency in Microsoft Office (Word, Excel, Access, Outlook, PowerPoint) or equivalent (e.g., Lotus Notes)

Abilities

• Maintain information and administrative systems, including databases
• Strong analytical, evaluative and outcome‑focused problem‑solving skills
• Operational experience of working in a probation setting
• Experience of quality systems and implementing quality improvement initiatives

Eligibility – Civil Service Nationality Rules

• UK nationals
• Nationals of the Republic of Ireland
• Nationals of Commonwealth countries with right to work in the UK
• Nationals of EU, Switzerland, Norway, Iceland or Liechtenstein and family members with settled or pre‑settled status under the EUSS
• Nationals of EU, Switzerland, Norway, Iceland or Liechtenstein with a valid application for settled or pre‑settled status under the EUSS
• Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals and certain family members who have accrued the right to work in the Civil Service

Benefits

• Annual leave: 25 days on appointment (increases to 30 days after five years of service), plus public holidays
• National Probation Service covered by the Local Government Pension Scheme (LGPS)
• Access to training and development opportunities offered by the Ministry of Justice
• Family‑friendly policies including reduced hours, job sharing and flexible benefits
• Paid paternity, adoption and maternity leave
• Free annual sight tests for employees who use computer screens

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