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- Tasks: Investigate and resolve complaints while ensuring high-quality service for residents.
- Company: Join a dedicated team in the Housing Options & Support Service.
- Benefits: Gain valuable experience in customer care and service improvement.
- Other info: Opportunity to work in a supportive environment with a focus on equality and diversity.
- Why this job: Make a real difference in residents' lives through effective complaint resolution.
- 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 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
✨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 how you've successfully resolved complaints or improved services in past roles. This will demonstrate your ability to meet the high standards expected in this position.
✨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
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Quality Assurance Officer. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear and concise. Write in a way that reflects your ability to summarise complex information logically, just like you would in a complaint response.
Highlight Relevant Experience: Don’t forget to mention any previous experience you have with investigating complaints or service improvement. We want to see how you've handled similar situations and what you learned from them.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need about the role there!
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 interested in the role, but that you understand the context in which you'll be working.
✨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 or improved services. This will demonstrate your problem-solving skills and ability to work under pressure.
✨Showcase Your Communication Skills
Since the role requires excellent written and verbal communication, practice summarising complex information clearly and concisely. You might even want to prepare a brief response to a hypothetical complaint to showcase your writing skills during the interview.
✨Emphasise Teamwork
The job involves working collaboratively with various teams. Be ready to share examples of how you've worked effectively with others in the past, especially in resolving complaints or improving service delivery. This will highlight your ability to hold colleagues accountable while maintaining a positive working relationship.