Are you passionate about great customer service and making a real difference to how teams deliver it? Could you help shape and raise the bar on resident experience, ensuring every interaction counts?
We’re on the lookout for a Quality Assurance Officer; someone who can help our customer service teams consistently deliver outstanding service. You’ll work closely with managers and frontline teams, acting as a critical friend, providing independent quality assurance, and driving service improvements across the directorate.
This isn’t your typical QA or customer service role, you’ll be influencing how we work, coaching teams, and helping to shape the resident journey so it truly works for the people we support.
What’s in it for you.
In addition to the salary, we offer a number of benefits, including:
* High street discount schemes
* Health cash plans
* 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
* Flexible bank holidays take them when it suits you
* Car leasing scheme
* Hybrid working offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.
What you’ll be doing
* Acting as an independent quality partner, monitoring customer service delivery, spotting trends, and identifying where we can do better.
* Reviewing calls, emails, web chats, surveys, and social media interactions to make sure our service meets expectations, remains consistent, and uses the right tone of voice and behaviours.
* Working with managers to shape and deliver specialist training, ensuring teams are well-equipped to deliver great service.
* Providing constructive feedback to help develop both individuals and teams.
* Supporting new starters with quality onboarding and induction training.
* Mapping the resident journey and spotting opportunities to streamline processes and improve service.
* Using resident feedback to drive continuous improvement and ensure we’re meeting I residents needs.
* Reporting on performance and using insights to drive positive change.
* Conducting stress tests and supporting with internal audits.
* Liaising with stakeholders to ensure PA complies with standards set by the regulator.
What we’re looking for:
* Excellent written and verbal communication skills.
* Experience in a customer-focused environment, with a strong commitment to delivering great service.
* Proven ability to coach, develop and motivate others.
* Knowledge of customer service techniques and best practice.
* Confident reviewing resident interactions across a range of channels and identifying ways to improve.
* Skilled at analysing feedback and data to identify trends and drive improvements.
* Able to juggle priorities, work independently, and manage your time effectively.
* Comfortable using IT systems to manage resident cases and quality reviews.
If specific qualifications are required, please upload them with your application to demonstrate your eligibility.
At PA Housing, we believe in respect, integrity, and accountability. Our work is about people not just properties and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.
AGENCIES: We know where you are if we need your support so please do not contact us.
To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk - We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.