Quality and Assurance Officer

• Quality_and_Assurance_Officer_JD

Please apply online via the link provided. Please note, we do not accept CVs submitted without a fully completed online application form.

Quality and Assurance Officer

£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 employerand 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). Further information about the legal requirement can be found here.

For an informal discussion, please contact Rachel Norton, Strategy, Quality and Assurance Manager on Rachel.norton@stalbans.gov.uk

For full details and to learn more about the council visit our website and Jobs and Careers or email recruitment@stalbans.gov.uk or telephone (01727) 819251 stating your details and post reference number.

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.