Quality Development Officer Salary: Grade 8 Location: Dudley Service Area: Housing & Assets – Tenant Engagement Contract: Full-time Make a Difference in Dudley’s Housing Services We are looking for an enthusiastic and motivated Quality Development Officer to join our Housing & Assets Directorate. This is an exciting opportunity to play a leading role in shaping how we understand customer experience, measure performance, and continually improve the quality of our housing services. In this role, you will design and deliver a comprehensive quality assurance and customer insight framework, ensuring our services are effective, evidence-led, and aligned with regulatory standards. You will turn data into meaningful insight, helping us understand what our residents need and how we can make our services even better. What You’ll Be Doing Designing and maintaining service standards across Housing Services. Leading a wide range of transactional satisfaction surveys including repairs, new tenants, complaints, programme works and more. Managing the Tenant Satisfaction Measures (TSMs) annual perception survey in line with regulatory requirements. Analysing customer insight data to produce clear, actionable reports for managers and leadership teams. Supporting audits, compliance activity and regulatory inspections. Working closely with colleagues in ICT, Performance, Communications and frontline services to support high‑quality data, reporting and engagement. Promoting a culture of continuous improvement and service excellence. Updating and maintaining CHO and PLO patch lists to ensure operational accuracy. About You You enjoy working with data, engaging with people, and finding practical ways to improve services.We’re looking for someone with: Experience in customer insight, quality assurance, research or data analysis. Understanding of housing legislation and social housing best practice. Strong IT skills including MS Office, NEC and survey platforms. The ability to design surveys, interpret results and present findings clearly. A commitment to equality, diversity and inclusion. An innovative, flexible and solution‑focused approach. A relevant professional qualification (e.g., CIH, Community Development, Customer Service) is desirable but not essential. Why Join Us? Working with Dudley Council means being part of a team committed to improving the lives of residents. You’ll have the opportunity to influence real change, work with passionate colleagues and contribute to high‑quality, resident‑focused housing services. If you are passionate about customer insight, service quality and making a positive impact for residents, we’d love to hear from you. Workplace Attendance: Working in the office 3 days a week (pro-rata) So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application. Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough. All applicants must be able to provide documentation to prove their right to work in the UK. Please note: Dudley MBC does not currently offer sponsorship for candidates without the Right to Work in the UK. If you require support completing an online or paper application form and or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or acl@dudley.gov.uk who can support with Digital Skills and Job Applications. If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance https://help.wmjobs.co.uk/ If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so. The Council’s full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/ N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications LI-DMBC2019 Attached documents Quality Development Officer - Feb 2026.doc Employee Benefits List.pdf