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- Tasks: Investigate and resolve complaints, ensuring high-quality service for residents.
- Company: Join a dedicated team in the Housing Options & Support Service.
- Benefits: Competitive salary, supportive work environment, and opportunities for professional growth.
- Other info: Embrace diversity in a dynamic workplace committed to equality.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Experience in complaint investigation and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
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.
Responsibilities
- Investigate and respond to Stage 1 complaints and Members Enquiries
- Liaise with residents to clarify the scope, subject and desired outcome of their complaint
- Keep residents updated on progress and expected timescales
- Carry out investigations impartially, addressing issues raised in line with the legislation
- Collate and prepare complaints responses
- Work effectively with other teams and services to provide accurate information and guidance to customers
- Hold colleagues and service areas to account in ensuring they provide timely responses
- Maintain accurate records through agreed reporting systems
- Identify lessons learned from analysing complaints and recommend specific actions to avoid recurrence
Qualifications
- 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 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 relevant points in a clear logic
- 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, and 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
- Fluent spoken English, with confidence and accuracy, sufficient for effective performance of the role
Equal Opportunity
Waltham Forest is committed to equality and diversity and is an equal opportunity employer.
Quality Assurance Officer in London employer: London Borough of Waltham Forest
Contact Detail:
London Borough of Waltham Forest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Officer in London
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work in quality assurance. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and service improvement. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your skills! Bring examples of your past work in investigating complaints and producing reports. This will help you stand out and demonstrate your ability to meet the high standards expected in this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Quality Assurance Officer in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in investigating complaints and service improvement. We want to see how your skills align with the role of Quality Assurance Officer, so don’t hold back on showcasing your relevant achievements!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to summarise your experiences and qualifications, as we appreciate well-structured responses that get straight to the heart of the matter.
Showcase Your Communication Skills: Since excellent written communication is key for this role, make sure your application reflects that. Write in a persuasive manner and ensure your letters or reports are logical and easy to follow. We love seeing candidates who can communicate effectively!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Quality Assurance Officer position. We can’t wait to hear from you!
How to prepare for a job interview at London Borough of Waltham Forest
✨Know Your Stuff
Make sure you brush up on the relevant legislation and policies related to homelessness and allocations. Being able to discuss these confidently will show that you're not just familiar with the role but also genuinely interested in making a difference.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaints or situations. Think of examples from your past experience where you've successfully resolved issues, and be ready to explain your thought process and the outcomes.
✨Showcase Your Communication Skills
Since this role involves a lot of written and verbal communication, practice summarising complex information clearly. You might even want to prepare a brief response to a hypothetical complaint to demonstrate your writing skills during the interview.
✨Demonstrate Teamwork
This position requires collaboration with various teams. Be prepared to discuss how you've worked effectively with others in the past, and highlight any experiences where you’ve held colleagues accountable or contributed to service improvements.