At a Glance
- Tasks: Ensure quality assurance in housing services and improve customer satisfaction.
- Company: Join a forward-thinking local government team dedicated to community service.
- Benefits: Competitive salary, flexible working, generous leave, and professional development opportunities.
- Other info: Dynamic workplace with a commitment to sustainability and inclusivity.
- Why this job: Make a real difference in the community while developing your skills in a supportive environment.
- Qualifications: Degree or equivalent experience in relevant fields, strong analytical and communication skills.
The predicted salary is between 42500 - 46871 € per year.
£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 Ref: P2427
About the role
Are you passionate about delivering excellent customer service, strengthening compliance, and driving continuous improvement? We're looking for a Quality and Assurance Officer to join our 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 Council'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 Council standards.
About you
We're looking for someone with a degree (or equivalent qualification) in a relevant subject, or who can demonstrate graduate-level literacy and analytical skills. You'll 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 us in making St Albans City and District. We put the environment at the heart of every decision. We live our values trust, care, confidence, collaboration, and customer focus while delivering sustainable services, reducing environmental impact and making a difference.
St Albans is a unique English Cathedral City with a colourful history which can be seen in the Roman remains and variety of beautiful architecture, heritage sites and conservation areas. Set within green belt, off the M25, A1M and M1 the District includes a cathedral, vibrant city centre and thriving villages. Our centrally located offices in the city are near to the station (London St Pancras 20 minutes), shops and restaurants. In short it is a great place to live and work.
In addition to working within a great team and a comprehensive salary you will have access to:
- 28.5 days basic annual leave (increasing with service) + bank holidays. Please note: 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-timers
- 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 online platform
Additional Information
Disability Confident: We are proud to be a Disability Confident employer and guarantee 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: 1st June 2026
Interviews are scheduled for w/c: 8th June 2026
NOTE: Interviews are conducted throughout the application process. We reserve the right to close the vacancy at an earlier date and we strongly encourage you to submit your application as soon as possible.
REF-228 502TPBN1_UKTJ
Quality and Assurance Officer in London employer: St Albans City & District Council
Join our dedicated Housing team in St Albans as a Quality and Assurance Officer, where you will play a vital role in enhancing customer service and compliance within the social housing sector. We offer a supportive work culture that prioritises employee growth through comprehensive training, flexible working options, and a generous benefits package, including a Local Government Pension Scheme and ample annual leave. With our commitment to sustainability and community values, St Albans is not just a great place to work, but also a wonderful place to live, surrounded by rich history and beautiful landscapes.
Contact Detail:
St Albans City & District Council Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality and Assurance Officer in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. It’s a great way to get insider info and make a good impression.
✨Tip Number 3
Prepare for common interview questions but also think outside the box. Be ready to discuss how your skills align with the role of Quality and Assurance Officer, especially around compliance and customer service. Use examples from your past experiences!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Quality and Assurance Officer in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Quality and 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, take the time to craft a clear and concise cover letter. Make it engaging and ensure it reflects your ability to produce high-quality reports and recommendations.
Demonstrate Your Knowledge:We want to see your understanding of the social housing sector and relevant legislation. Include specific examples of how you've applied this knowledge in previous roles or projects to strengthen your application.
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 position. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at St Albans City & District Council
✨Know Your Regulations
Familiarise yourself with the Social Housing (Regulation) Act 2023 and the Housing Ombudsman’s Complaints Handling Code. Being able to discuss these regulations confidently will show your understanding of the role and demonstrate your commitment to compliance.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data analysis in previous roles. Be ready to discuss how you’ve identified themes or systemic issues from data and how you’ve contributed to action plans based on your findings. This will highlight your analytical prowess, which is crucial for this position.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since the role requires producing high-quality reports and recommendations, being able to communicate effectively during the interview will be key. Consider preparing a brief report or presentation to showcase your skills.
✨Demonstrate Customer Focus
Think of specific instances where you’ve worked collaboratively to resolve customer issues. Highlight your experience in delivering customer-focused solutions, as this aligns perfectly with the values of the organisation and the expectations for the Quality and Assurance Officer role.
