Quality Assurance Officer

• P2427_Quality_Assurance_Officer

Quality Assurance Officer

£32,790 - £35,163 inclusive annual salary + up to 19.7 percent employer pension contribution

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 and driving continuous improvement? We’re looking for a Quality Assurance Officer to join our Housing team and play a key role in ensuring high standards across our services. You will be assisting in co-ordinating, investigating, tracking and handling of housing property and tenancy related complaints, enquiries and government returns to champion tenant engagement and continuous service improvement.

As a Quality Assurance Officer, you will coordinate and investigate housing-related complaints, Housing Ombudsman requests, and government returns and provide advice and guidance on complaints handling, draft formal responses, and monitor actions to ensure timely resolution. You will also be communicating with tenants, leaseholders ensuring queries and correspondence are managed effectively and championing tenant engagement and contribute to service improvement initiatives.

About you

We’re looking for someone who has NVQ Level 3 or equivalent experience and GCSEs (A–C) in Maths and English. You must be confident using Microsoft Office 365 and digital tools and have excellent communication skills together with experience in customer-focused roles. The ability to remain calm under pressure, manage competing priorities, and work to tight deadlines is essential for this role.

You will bring a strong understanding of key legislation, including data protection, the Equality Act, and housing regulations. More importantly, you’ll be passionate about delivering exceptional customer service and driving continuous improvement. Your commitment to identifying opportunities for positive change will help us enhance the experience for our tenants and leaseholders.

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:

• 26.5 days basic annual leave (increasing with service) + bank holidays.
• Local Government Pension Scheme with current employer contribution up to 19.7 percent employer contributions
• 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). Further information about the legal requirement can be found here.

For an informal discussion, please contact Lydia Bradbury, Tenancy Services Manager on lydia.bradbury@stalbans.gov.uk

A detailed job description and person specification are published on the advert for this role. The person specification sets out the criteria we use to assess applicants. The Council reserves the right to reject applicants at the shortlisting stage, where the application process has not been completed correctly.

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: 01 March 2026

Interviews are scheduled for w/c: 09 March 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.