£42,500 to £46,871 inclusive annual salary + Local Government Pension Scheme
Permanent, Full-time 37 hours per week
Flexible working options including hybrid working arrangement
Job Ref: P2427
About the role Are you passionate about delivering excellent customer service, strengthening compliance, and driving continuous improvement? The organisation is looking for a Quality and Assurance Officer to join its Housing team and help develop, implement and embed a robust quality assurance framework.
You will help ensure compliance with the Social Housing (Regulation) Act 2023, the Consumer Standards and the Housing Ombudsman’s Complaints Handling Code, using insight and analysis to support data-led service improvements and a flexible, responsive service for tenants.
In this role you will take responsibility for the operation and quality assurance of the Housing Complaints function, ensuring complaints are coordinated, investigated, tracked and responded to in line with the organisation’s Complaints Policy and the Housing Ombudsman’s Code. You will produce high-quality reporting and analysis from management information and resident feedback, identify themes and systemic issues, contribute to action plans, and monitor the implementation of agreed improvements by service areas. You will also support the development and review of housing policies and guidance to ensure they me...