Quality and Assurance Officer

£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 : P2427

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 meet statutory, regulatory and organisational standards.

The organisation is looking for someone with a degree (or equivalent qualification) in a relevant subject, or who can demonstrate graduate‑level literacy and analytical skills. You will be confident using Microsoft Office (including strong Excel and reporting skills) and other digital tools to manage, analyse and present data clearly.

You will have excellent written and verbal communication skills, with the ability to produce clear reports, recommendations and action plans for a range of audiences, and the ability to plan and prioritise your workload to meet deadlines.

You will bring knowledge and understanding of the social housing sector, including a working knowledge of the Social Housing (Regulation) Act 2023 and the Housing Ombudsman’s Complaints Handling Code. You will also have a good understanding of information governance requirements, including GDPR and data protection, and a clear commitment to equality, diversity and inclusion with an understanding of the Equality Act.

Experience of working collaboratively with colleagues, managers and stakeholders to resolve problems and deliver customer‑focused solutions is essential. A full driving licence and access to a car for business use is required.

Join an organisation committed to putting the environment at the heart of every decision. They live their values—trust, care, confidence, collaboration and customer focus—while delivering sustainable services, reducing environmental impact and making a positive difference for local communities.

The organisation is based in a well‑connected district with a mix of urban and rural communities, green spaces and a thriving centre. Offices are centrally located with good transport links and access to local amenities, making it a great place to live and work.

• 28.5 days basic annual leave (increasing with service) plus bank holidays (annual leave will be pro‑rated for anyone who does not have a standard full‑time pattern of 37 hours over 5 days, e.g. part‑time staff)
• Local Government Pension Scheme
• Flexible working options
• Staff parking permit
• Reimbursement of professional fees
• Comprehensive development and training
• Discounted membership at selected local sports and fitness centres
• Access to discounts and benefits via an online platform

Disability Confident:
The organisation is proud to be a Disability Confident employer and guarantees an interview to anyone disclosing a disability whose application meets all the essential criteria for the post.

Disclosure Checks:
This post is subject to a Basic Disclosure Check.

English Fluency:
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language, the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required).

Closing date for applications: 1 June 2026

Interviews are scheduled for: week commencing 8 June 2026

Please note:

interviews may be conducted throughout the application process. The organisation reserves the right to close the vacancy at an earlier date and strongly encourages early applications.

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