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 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 the housing sector while growing your career.
- Qualifications: Degree or equivalent skills in relevant fields; strong analytical and communication abilities.
£42,500 to £46,871 inclusive annual salary + Local Government Pension Scheme. If the following job requirements and experience match your skills, please ensure you apply promptly.
Permanent, Full-time 37 hours per week. Flexible working options including hybrid working arrangement.
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 Swindon 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 generous annual leave package, and opportunities for professional development, all while being part of a community-focused organisation that values trust, care, and sustainability. With our centrally located offices and commitment to employee well-being, St Albans is not just a great place to work, but also a wonderful place to live.
Contact Details:
St Albans City & District Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality and Assurance Officer in Swindon
✨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! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your skills align with the role of Quality and Assurance Officer. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the position can leave a lasting impression. Plus, it shows that you’re proactive and keen on the role!
We think you need these skills to ace Quality and Assurance Officer in Swindon
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.
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 to ensure your application gets to us directly and is considered promptly. Plus, it’s super easy!
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.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since the role requires excellent written and verbal communication skills, consider preparing a brief report or presentation on a relevant topic to showcase your ability to produce high-quality documentation.
✨Demonstrate Customer Focus
Think of specific instances where you’ve worked collaboratively to resolve customer issues. Be prepared to share these experiences during the interview, as this will illustrate your commitment to delivering excellent customer service and your ability to work effectively with stakeholders.
