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.
