At a Glance
- Tasks: Ensure top-notch customer service and compliance in our Housing team.
- Company: Join a forward-thinking local government committed to community and sustainability.
- Benefits: Enjoy flexible working, generous leave, and professional development opportunities.
- Other info: Be part of a supportive team in a vibrant city with rich history.
- Why this job: Make a real difference in social housing while growing your career.
- Qualifications: Degree or equivalent skills in analysis and communication 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’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.
Quality and Assurance Officer in St Albans employer: St Albans City & District Council
Join our dedicated Housing team in St Albans, where we prioritise excellent customer service and compliance within a supportive work culture. Enjoy flexible working options, comprehensive benefits including a Local Government Pension Scheme, and ample opportunities for professional development while contributing to meaningful improvements in the social housing sector. With a vibrant city centre and beautiful surroundings, St Albans offers an exceptional environment to live and work.
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 St Albans
✨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 researching the latest trends in social housing and the Social Housing (Regulation) Act 2023. Show that you’re not just passionate but also knowledgeable about the field.
✨Tip Number 3
Practice your communication skills! Since you'll need to produce clear reports and recommendations, try explaining complex topics to friends or family. This will help you articulate your thoughts during interviews.
✨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 in St Albans
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, ensure your application is clear and concise. Use proper grammar and structure your thoughts logically to demonstrate your ability to produce high-quality reports.
Highlight Relevant Experience:Don’t forget to mention any experience you have in the social housing sector or with compliance frameworks. This will help us see how you can contribute to our team right from the start.
Apply Through Our Website:We encourage you 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 role as soon as possible!
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 topics 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 data. Bring examples of how you've used Microsoft Excel or other digital tools to analyse data and produce reports. This will highlight your capability to support data-led service improvements.
✨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 in both written and verbal forms is crucial. Consider doing mock interviews to refine your delivery.
✨Emphasise Collaboration
Be ready to discuss your experience working collaboratively with colleagues and stakeholders. Share specific examples of how you've resolved problems and delivered customer-focused solutions, as this aligns perfectly with the values of the organisation.
