Service Quality & Experience Specialist

Job description

Service Quality & Experience Specialist

Vacancy Reference Number

23076

Number of Vacancies

1

(B) OCU

Met Business Services

Location

Kilburn

Building

KILBURN POLICE STATION

Band

Band D

Part/Full Time

Full Time

Hours per Week

36 hours per week

Type of Contract

Permanent

Job Advert

Job Title: Service Quality & Experience Specialist

Salary: The starting salary is £40,519, which includes allowances totalling £3,009.

The salary is broken down as £37,510 basic salary, which will increase annually until you reach the top of the scale £40,141. Plus, a location allowance of £2,009 and a non-pensionable allowance of £1,000.

Location: Kilburn

This role does not attract Shift Disturbance Allowance. If you are currently in a shift-working role, SDA should cease upon appointment to this job.

Met Business Services (MBS) is a critical enabler of the Met's strategic objectives, including the delivery of the New Met for London. The Service Quality & Experience function is primarily responsible for ensuring that business services are delivered consistently, efficiently, and in alignment with user needs and strategic priorities.

The Service Quality & Experience Specialist provides vital support to the MBS Delivery Services function, helping ensure business services are effectively monitored, communicated and continuously improved. Reporting to the Service Quality & Experience Manager, this role helps to ensure that changes to services are understood and embedded through effective communication, guidance, and service improvement support.

The Service Quality & Experience Specialist will play a hands-on role in coordinating knowledge, training and change activities to support both the workforce delivering the services and the end users receiving them. The postholder will collaborate with BAU teams, enabling functions (e.g. Audit, Risk, L&D), and transformation programs to ensure the service changes are successfully adopted.

The main areas of responsibility will be:

• Supporting the Continuous Service Improvement Framework
• Coordinating the Customer Feedback Cycle and feeding insights into continuous improvement
• Piloting new tools & ways of working
• Planning and delivering clear and consistent communication for end users
• Facilitating people management activities across the personnel supported by Delivery Services
• Coordinating skills & knowledge development across the delivery teams

How to apply

To begin your career at the Met, please click the "apply button ". The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement, you should explain your interest in the position and illustrate how your skills and experiences make you a suitable candidate. Please note that you should not submit two copies of your CV, and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and Personal Statement.

Completed applications must be submitted by 23:55 on 20th November 2026.

Essential For The Role

Knowledge

• Awareness of training and upskilling approaches, including knowledge of adult learning principles or L&D best practices
• Familiarity with management tools and documentation governance (e.g. SOPs, FAQs, intranet platforms)
• Familiarity with tools such as SharePoint, Learning Management Systems (LMS), and collaboration platforms like MS Teams
• Familiarity with customer feedback tools (e.g. surveys, journey mapping)

Skills

• Strong organisational and coordination skills across multiple tasks and stakeholders
• Detail-oriented with the ability to manage logs, documents, and review artefacts
• Strong written communication skills with attention to clarity and consistency
• Collaborative working style and willingness to take initiative
• Presentation and public speaking skills, both online and in person

Experience

• Experience in support or coordination role within a service, operational or reporting function
• Exposure to service delivery, customer support or training coordination
• Line management experience, or willingness to learn

Desirable

• Understanding of one or more services covering HR, Finance, and Commercial service operations
• Awareness of service management frameworks (e.g. ITIL) or continuous improvement methodologies

Required Languages

English

Reports To

Service Quality & Experience Manager

Additional Information

Disability Confident Statement

The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.

As a Disability Confident Leader, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations.

The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.

Please note, if you are applying for a police officer role or to become a police community support officer (PCSO) or designated detention officer (DDO), there is a minimum requirement that you must pass a job-related fitness test (JRFT) at point of entry. This does not apply to police staff roles. Find out more about .