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- Tasks: Investigate and resolve complaints, ensuring high-quality service for residents.
- Company: Join the vibrant London Borough of Waltham Forest, a hub of culture and opportunity.
- Benefits: Competitive salary, inclusive workplace, and flexible working options.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in your community while developing your skills.
- Qualifications: Experience in complaint investigation and excellent communication skills required.
The predicted salary is between 41133 - 43680 £ per year.
Organisation: London Borough of Waltham Forest
Salary: PO1 £41,133 - £43,680
Contract Type: Fixed Term Contract (until end of August)
Working hours per week: 36
Application deadline: 13/05/2026
Proposed Interview Date(s): 15/05/2026
Reference: 2125
About Us:
Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work. We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.
London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.
The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method.
About the role:
The Housing Options & Support Service is looking to appoint a Quality Assurance Officer to join our busy QA, Service Insight and Development Team. Working collaboratively with officers across the service, you will provide a comprehensive and responsive high-quality complaints and resolution service for residents and elected members through investigating and resolving complaints in line with statutory requirements, agreed procedures and service requirements.
Key Responsibilities:
- To investigate and respond to Stage 1 complaints and Members Enquiries
- To liaise with residents to clarify the scope, subject and desired outcome of their complaint
- To keep residents updated on progress and expected timescales
- To carry out investigations impartially, addressing issues raised in line with the legislation
- To collate and prepare complaints responses
- To work effectively with other teams and services to provide accurate information and guidance to customers
- To hold colleagues and service areas to account in ensuring they provide timely responses
- To maintain accurate records through agreed reporting systems
- To identify lessons learned from analysing complaints and recommend specific actions to avoid recurrence
Qualifications and Requirements:
- Experience of investigating complaints, service improvement and producing high quality responses and reports without close supervision
- Commitment to high standards of customer care and the ability to deal sensitively with a wide range of customers
- Ability to work under pressure and to balance competing priorities in order to meet urgent deadlines
- Excellent written and verbal communication skills and the ability to write clear and persuasive letters summarising a range of information and setting all the relevant points in a clear and logical context
- High level of IT skills working with a database and software applications to produce letters and reports effectively
- Ability to interpret complex information including data sets, produce briefs in plain English
- Some knowledge of homelessness and allocations legislation, the Council’s policies in these areas, and associated guidance and caselaw, and extensive knowledge of the broader housing environment
Terms and conditions:
The below terms and conditions apply to this role:
- Satisfactory employment references and CIFAS identity checks
- Satisfactory declaration of interest
- As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.
How to Apply:
Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Equal Opportunity Employer:
Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives:
- Promoting equality of opportunity
- Opposing all forms of discrimination, intolerance and disadvantage
- Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels
- Providing fair, appropriate, accessible and excellent Services to all
Respecting Diversity is a core Council value.
To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.
We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.
For more information on the benefits of working for the Council, please visit this link.
Contact Information:
If you have any questions about this vacancy or the application process, please contact Armin Zekic, QA, Service Insight & Development Team Manager at Armin.Zekic@walthamforest.gov.uk. If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk.
**INTERNAL APPLICATIONS ONLY** Quality Assurance Officer in Walthamstow employer: Borough of Waltham Forest
Contact Detail:
Borough of Waltham Forest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land **INTERNAL APPLICATIONS ONLY** Quality Assurance Officer in Walthamstow
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the London Borough of Waltham Forest. Understanding their values and mission will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you articulate your thoughts clearly and confidently when it’s your turn to shine during the interview.
✨Tip Number 3
Showcase your skills! Be ready to discuss specific examples from your past experiences that demonstrate your ability to handle complaints and improve services. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace **INTERNAL APPLICATIONS ONLY** Quality Assurance Officer in Walthamstow
Some tips for your application 🫡
Tailor Your Supporting Statement: Make sure to customise your supporting statement to highlight how your skills and experience align with the role of Quality Assurance Officer. We want to see how you can contribute to our team, so be specific about your relevant experiences!
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear and concise. Use straightforward language and structure your points logically. Remember, we’re looking for clarity and persuasiveness in your writing!
Highlight Relevant Experience: Don’t forget to mention any previous experience you have with investigating complaints or service improvement. We love seeing candidates who can demonstrate their ability to handle complex situations effectively!
Apply Early!: We might close the application process early if we get enough applications, so don’t wait until the last minute! Get your application in as soon as you can through our website to ensure you don’t miss out on this opportunity.
How to prepare for a job interview at Borough of Waltham Forest
✨Know Your Stuff
Make sure you understand the key responsibilities of a Quality Assurance Officer. Brush up on your knowledge of complaints investigation, service improvement, and relevant legislation. This will help you answer questions confidently and show that you're the right fit for the role.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is crucial for this role, prepare examples of how you've effectively communicated complex information in the past. Think about times when you’ve had to summarise information clearly or handle sensitive customer interactions.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate how you'd handle specific complaints or challenges. Practice articulating your thought process and decision-making skills, as this will highlight your ability to work under pressure and balance competing priorities.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics or the Council's approach to service improvement. This shows your genuine interest in the role and helps you assess if it's the right fit for you.