Quality Assurance Officer

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.,

• To investigate and respond to Stage 1 complaints and Members Enquiries
• To liaise with residents to clarify the scope, subject and desired outcome of their complaint
• To keep residents updated on progress and expected timescales
• To carry out investigations impartially, addressing issues raised in line with the legislation
• To collate and prepare complaints responses
• To work effectively with other teams and services to provide accurate information and guidance to customers.
• To hold colleagues and service areas to account in ensuring they provide timely responses
• To maintain accurate records through agreed reporting systems.
• To identify lessons learned from analysing complaints and recommdend specific actions to avoid recurrence
  
  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 in order 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 the relevant points in a clear and logical context
• High level of IT skills working with a data base and software applications to produce letters and reports effectively.
• Ability to interpret complex information including data sets, 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., As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.
  
  Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.
We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents. London Borough of Waltham Forest is one of the employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment., Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value. To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy. We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.