At a Glance
- Tasks: Ensure top-notch customer service and compliance in our Housing team.
- Company: Join a forward-thinking local government committed to sustainability and community.
- Benefits: Enjoy flexible working, generous leave, and a solid pension scheme.
- Other info: Be part of a supportive team in a vibrant city with great transport links.
- Why this job: Make a real difference in the housing sector while developing your skills.
- Qualifications: Degree or equivalent experience in a relevant field; strong analytical skills required.
£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 are 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 are 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.
- 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.
Quality and Assurance Officer 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 a supportive and collaborative work environment. We offer flexible working options, a competitive salary, and numerous benefits including generous annual leave, professional development opportunities, and a commitment to sustainability that reflects our values of trust, care, and community focus. With our centrally located offices and access to local amenities, St Albans is not just a great place to work, but also a wonderful place to live.
Contact Detail:
St Albans City & District Council Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality and 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 and even referrals.
✨Tip Number 2
Prepare for interviews by researching the latest trends in social housing and compliance. Show us you’re not just passionate but also knowledgeable about the Social Housing (Regulation) Act 2023 and the Housing Ombudsman’s Code.
✨Tip Number 3
Practice your communication skills! You’ll need to articulate your thoughts clearly, especially when discussing data analysis and reporting. Consider mock interviews with friends or mentors to sharpen your delivery.
✨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 and Assurance Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in quality assurance and compliance. We want to see how your skills align with the role of Quality and Assurance Officer, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since this role requires excellent written communication, ensure your application is clear and concise. Use straightforward language and structure your documents well. We love a good report, so if you can demonstrate your ability to produce high-quality written content, that’s a big plus!
Highlight Your Analytical Skills:As a Quality and Assurance Officer, you'll need to analyse data and produce reports. Make sure to mention any experience you have with data analysis tools, especially Excel. We’re keen to see how you’ve used data to drive improvements in previous roles!
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at St Albans City & District Council
✨Know Your Stuff
Make sure you brush up on the Social Housing (Regulation) Act 2023 and the Housing Ombudsman’s Complaints Handling Code. Being able to discuss these regulations confidently will show that you're serious about the role and understand the compliance landscape.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical abilities, especially with Microsoft Excel. Bring examples of how you've used data to drive improvements in previous roles. This could be through reports or action plans you've created that led to positive changes.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. You’ll need to produce high-quality reports and recommendations, so being able to communicate effectively during the interview is key. Consider preparing a few examples of your written work to discuss.
✨Emphasise Collaboration
Highlight your experience working collaboratively with teams and stakeholders. Share specific instances where you’ve resolved issues or improved customer service through teamwork. This will align well with their values of trust, care, and collaboration.
