The Fedcap Group
Quality Assurance Fidelity Officer
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Job Description
About the Programme
Connect to Work is a voluntary Supported Employment programme funded by the Department for Work and Pensions (DWP) and commissioned across Surrey to support people who are disabled, have long-term health conditions, or face complex barriers to employment. The programme supports both people looking for work and those already in employment who need support to retain their job.
Delivered through the Supported Employment Quality Framework (SEQF), Connect to Work follows a place, train and maintain model. This person-centred approach matches individuals with suitable employment opportunities, provides tailored support to help them succeed in the workplace, and offers ongoing in-work support to both participants and employers to promote sustainable, long-term employment outcomes.
About
About The Role – Champion Quality. Drive Excellence. Change Lives.
- Salary: £36,555 to £40,170
- Location: Surrey (Staines/Guilford), community-based delivery.
- Hours: 37.5 hours
- Travel: This is a community-based role, so candidates must be flexible and willing to travel across Surrey to meet and support customers in a variety of locations.
Do you believe that delivering great services starts with delivering them the right way?
Subject to contract award, we're looking for a passionate and detail-oriented Quality Assurance Fidelity Officer to join our Connect to Work programme. In this role, you'll help ensure our service remains true to the principles of the Supported Employment Quality Framework (SEQF), supporting colleagues and partners to deliver consistent, person-centred support that leads to meaningful and lasting employment outcomes.
This isn't a traditional compliance role. It's about coaching, collaboration and continuous improvement. You'll work alongside frontline teams, leaders and delivery partners to embed best practice, strengthen quality and ensure that every participant receives the support they deserve.
If you're passionate about quality, inclusion and helping others succeed, this is an opportunity to make a lasting impact across an innovative employment programme.
What You'll Be Doing
- Monitoring and evaluating delivery against Supported Employment Quality Framework (SEQF) fidelity standards and the wider Connect to Work model.
- Conducting fidelity reviews through observations, interviews and case audits across internal teams and delivery partners.
- Producing clear and constructive feedback that celebrates good practice while identifying opportunities for improvement.
- Coaching and supporting frontline colleagues and Team Leaders to embed fidelity principles into everyday delivery.
- Working collaboratively with the Combined Authority, delivery partners and external auditors to strengthen practice and share learning across the programme.
- Maintaining accurate records of fidelity scores, audit findings and improvement plans to support quality assurance and reporting.
- Supporting the induction of new colleagues and partners, helping them understand the principles that underpin high-quality supported employment delivery.
- Leading or contributing to Continuous Improvement Plans that enhance service quality and participant outcomes.
- Delivering training and refresher sessions on fidelity standards, customer journeys and best practice.
- Sharing innovation, success stories and learning to promote a culture of reflection and continuous improvement.
- Supporting teams to remain compliant with contractual requirements, safeguarding responsibilities and the social model of disability.
- Preparing the service for external fidelity reviews and quality assessments with confidence and professionalism.
- Championing a values-led approach to quality assurance that keeps people, not processes, at the centre of everything we do.
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What We're Looking For
- Experience in quality assurance, auditing, compliance or service improvement within employability, health or social care settings.
- The ability to provide constructive feedback that supports learning, development and continuous improvement.
- Excellent communication and relationship-building skills, with the confidence to influence colleagues and stakeholders positively.
- Strong analytical skills and the ability to review practice, identify trends and translate findings into meaningful action.
- Excellent organisational skills with a keen eye for detail and consistency.
- A genuine commitment to inclusion, social value and delivering services that make a difference.
- The confidence to work independently across multiple community and partner delivery sites.
- A strong understanding of safeguarding, trauma-informed practice and data protection.
- A willingness to challenge constructively while maintaining positive working relationships.
It Would Be Great If You Also Have
- A full driving licence and access to a vehicle, with flexibility to travel across the county.
- Experience delivering or supporting DWP, DHSC or local authority-funded programmes.
- Familiarity with CRM systems, audit methodologies and continuous improvement approaches.
- Experience working within employment support services.
- Knowledge of disability inclusion, workplace adjustments and inclusive recruitment practices.
- Experience working within mental health services.
- Formal training or accreditation in SEQF Fidelity Review or a similar quality framework.
- A degree or equivalent professional experience.
What Else We Offer
- We’re mission-led organisation with social value at our core. We’re a Disability Confident Leader and proud to reflect the communities we serve.
- You’ll make a real impact: Every success story you help write will be felt in homes, workplaces, and communities across the city.
- You’ll grow: With access to training, reflective practice, and a national network of likeminded colleagues.
- You’ll be supported: We believe in teamwork, check-ins, manageable caseloads.
- You’ll be part of something bigger: From mental health awareness to inclusive recruitment and sustainable employment, your work contributes to broader change.
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Equity, Diversity and Inclusion
- We’re committed to creating a workplace where everyone is treated fairly, feels they belong, and can do their best work. We welcome applications from people of all backgrounds, identities and communities, and we value the different perspectives and lived experiences they bring. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
- Fedcap are Disability Confident Leader employers. We will consider reasonable adjustments throughout the recruitment process and, where required, in the workplace. We will not exclude a candidate with a disability unless they are unable to carry out a duty that is intrinsic to the role, after reasonable adjustments have been considered.
- We are positive about employing veterans, serving personnel, and spouses/partners and family members, as part of our commitment to the principles of the Armed Forces Covenant.
- As a Ban the Box employer, we assess applicants on their skills and potential. We do not ask about criminal convictions at the initial application stage, and any relevant information is considered fairly and in line with the role.
If you need any adjustments to apply for this role or to take part in the recruitment process, please let us know. We’re committed to making our recruitment process fair, accessible and inclusive for everyone.
Additional Benefits
- At Fedcap, we offer a comprehensive and rewarding benefits package designed to support your wellbeing and personal development. Some of our benefits include:
- 33 days’ annual leave (including bank holidays) with the option to buy or sell additional days.
- £500 annual benefits scheme to spend at over 900 retailers.
- Cycle to Work scheme open all year round.
- Pension scheme with up to 5% employer match.
- Free life assurance worth 4x your salary.
- Health & wellbeing support, including access to our 24/7 Employee Assistance Programme for you and your family.
- Digital gym, mindfulness resources, virtual GP and more.
About Fedcap
In the UK, Fedcap is a not-for-profit organisation committed to improving people’s economic mobility.
We support people to find work and access better health, education and learning opportunities.
Working across our four integrated practice areas – education, workforce development, health, and economic development – we deliver research-based solutions that remove barriers and open doors to economic mobility and wellbeing for individuals and communities.
We’re part of The Fedcap Group which serves more than 332,000 people each year through a network of not-for-profit affiliates in the US, UK, Canada and Australia.
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