INTERNAL ONLY: Service Assurance Officer
Job description
This position is advertised internally for Powys County Council employees only
About the role:
The Service Assurance Officer ensures effective performance, budget oversight, and quality assurance across Housing Quality services. Responsibilities include managing financial data, supporting strategic planning, overseeing recharges and leasehold services, coordinating training, handling complaints, and ensuring accurate records. The role demands strong analytical, communication, and ICT skills, with experience in
housing, contract administration, and performance monitoring to enhance service delivery and customer satisfaction
About you:
Analytical Thinking & Data Interpretation: Ability to understand and analyze financial, performance, and operational data to identify trends, inefficiencies, and opportunities for improvement.
Passion for Service Quality: A strong commitment to enhancing customer experience and ensuring high standards in housing services through quality assurance and continuous improvement.
Communication & Collaboration: Excellent written and verbal communication skills, with the ability to work effectively across teams, departments, and with external contractors.
Organizational & Project Management Skills: Capable of managing multiple
responsibilities, including training coordination, estate maintenance oversight, and legal claim administration, while meeting deadlines.
ICT Proficiency: Skilled in using digital systems for asset management, performance monitoring, and service delivery, with a proactive approach to leveraging technology for service improvement.
Problem-Solving & Initiative: A proactive mindset with the ability to independently address challenges, resolve issues, and contribute to strategic planning and decision making.
What you will do:
Monitor Budgets and Financial Performance: Track housing quality budgets, analyze financial data, and recommend actions to improve resource management.
Lead Service Oversight: Manage services such as Careline alarms, leasehold
properties, and estate maintenance, ensuring quality and compliance.
Coordinate Training and Development: Oversee training schedules and upskilling for Housing Quality staff to maintain high service standards.
Handle Complaints and Legal Claims: Investigate and respond to customer and member complaints, and coordinate disrepair or insurance claims.
Ensure Accurate Records and Reporting: Maintain up-to-date records of works, service charges, and performance data across systems.
Drive Performance Improvement: Analyze trends in service delivery, identify areas for improvement, and support strategic planning and decision-making.