Quality Officer

Organisation: Swim England
Salary: £30,000
Location: Pavilion 3, SportPark, 3 Oakwood Drive, Loughborough University, Loughborough, Leicestershire, LE11 3QF
Contract type: Permanent (Full time)
Closing date: 13 March 2026
Interview date: 18 March 2026
Job Description: - Permanent; Full-Time (35 Hours); Mon-Fri
- Minimum 2x Days a Week Onsite

About Us
Swim England is the recognised national governing body for swimming, artistic swimming, diving and water polo in England. We help people learn how to swim, enjoy the water safely, and maximise their potential in aquatic sport at every level — from community participation to world-class performance.

The Institute of Swimming (IoS) is our training and education arm, delivering high-quality qualifications, CPD, and learning experiences for instructors, coaches, tutors and aquatic professionals across the country. We are committed to providing excellent customer service and ensuring every learner and tutor receives the support they need to succeed.

About the Role
We’re looking for a proactive and confident Quality Officer to join the Institute of Swimming team.

In this role, you’ll support the Quality Assurance and Funded Training Manager in coordinating and delivering quality assurance processes across our commercial training programmes. You’ll work closely with tutors, learners and stakeholders to maintain high standards, resolve queries and complaints, and ensure programmes are delivered effectively.

This is a varied role suited to someone who enjoys working with people, thrives in a fast-paced environment and takes pride in supporting quality learning experiences.

Key Responsibilities
Quality Assurance & Coordination

- Implement quality assurance processes to ensure accurate course awarding across Institute of Swimming programmes.

- Lead reassessment and course registration procedures, coordinating with tutors and learners.

- Support the delivery of the internal quality assurance strategy and carry out internal verification sampling where appropriate.

- Assist in producing data and feedback reports to support performance monitoring and continuous improvement.

Tutor & Stakeholder Support
- Provide guidance and support to tutors, including delivering updates or training sessions when required.

- Work collaboratively with tutors to ensure legal and compliance requirements are met, including safeguarding, equality and diversity, health and safety and GDPR.

- Support the development and review of programme resources, policies and procedures alongside internal teams and stakeholders.

Customer Service & Complaints
- Respond to and resolve complaints and appeals professionally and fairly, escalating where required.

- Maintain clear communication with customers, learners and tutors to ensure a positive experience and protect organisational reputation.

Additional Responsibilities
- Carry out duties within the scope and spirit of the role as required.

- Comply with organisational policies and procedures at all times.

Skills and Experience
Essential
- Excellent communication and interpersonal skills.

- Strong computer literacy and confidence working with digital systems.

- Ability to plan, prioritise and manage a varied workload to meet deadlines.

- Experience working within a commercial training or education environment.

- Proven experience managing customer complaints and handling challenging conversations.

- Strong attention to detail and organisational skills.

Desirable
- Experience developing or reviewing training resources.

- Understanding of legal requirements in relation to training.

- An appropriate education and training qualification.

- Assessor or internal verification qualification.

Please be advised that we cannot offer visa sponsorship and that you must have right to work in the UK to apply or be considered for this role. If you are a non-UK/EU National, you must have an appropriate working Visa to undertake employment. You must also be working within the UK to apply or be considered for this role, due to the public liability insurance Swim England holds.

Swim England is committed to inclusion and embracing the spirit of all equalities legislation. As a Disability Confident Employer, we actively encourage applications from disabled people. We recognise that the diversity of our workforce is not reflective of today’s society and we are currently operating a pilot scheme whereby applicants from ethnically diverse backgrounds can opt into our guaranteed interview scheme. Candidates that have opted into the scheme will be guaranteed an interview provided that they have demonstrated, within their application, that they meet the essential criteria for the role. When emailing the CV and cover letter, applicants from ethnically diverse backgrounds are encouraged to state they wish to ‘Opt In’ to the scheme.

Where possible, Swim England will always make reasonable adjustments for accessibility to anyone who requires it.

If you would like any of the documentation in a different format or would like to apply in a different way please get in touch. All appointments will be made on merit, following a fair and transparent process, in line with the Equality Act 2010. However, the organisation may employ positive action where candidates from underrepresented groups can demonstrate their ability to perform the role equally well.

Swim England is also committed to safeguarding and promoting the welfare of children and young people and expects all employees and volunteers to share this commitment.
How to apply: Please click on the following link: https://sepeople.people-first.com/recruitment/campaignTable/campaign/recruitment%2Fcampaigns%2Ff6415aa9-b6f8-4715-b257-19c70e2641c0%2F/pipeline?stageId=APPLICANTS&sortQuery=-shortlisted