Quality Assurance Officer PO1
2019 winners Municipal Journal Local Authority of the Year; 2019 1st London Borough of Culture; Pilot borough Connecting Communities.
Bursting with culture, innovation, energy and opportunity, Waltham Forest is a place people want to live, raise a family, start a business and work. The pandemic has meant that delivering fantastic local services are more important now than ever, over this past year we have risen to new challenges through the adoption of new ways of working and innovation in service delivery, enabling us to continue to make a difference for our residents. Public service has been at the heart of our response to Covid-19 and our new strategy sets out how we will continue to change our ways of working to become a more modern, efficient and responsive organisation, and we want to build on the success of recent years our local response.
Housing is central to our future plans and our priority is to ensure everyone has a decent roof over their head. Now is an exciting time to join our Housing Services department as we seek to rebuild from the pandemic and take advantage of further opportunities to grow and innovate. We are looking for the right people with the initiative and commitment to make our ambitious plans a reality!
Housing Futures: A Decent Home for All
Quality Assurance Officer PO1
The purpose of this role is to drive a culture of continuous improvement in Housing Solutions through the analysis of reasons for service failure, better understanding of customer needs and development of standards to get it right first time across the service.
The successful candidate will develop a comprehensive understanding of processes, policies and procedures in order to prepare high quality and timely responses to complaints, Members enquiries, complaints (stages 1& 2) FOI and other written enquiries received in the Housing Solutions service.
They will need to monitor that the service actions align with targets and advice on improvement actions. They will deal with specialist support/advice for a defined service area, supporting the statutory reviews function, to ensure that relevant legislation, regulations and policies are complied with.
They will need to be IT literate and able to demonstrate excellent written and verbal communication skills when working with colleagues, stakeholders and service users. They will need to demonstrate your experience of successful collaborative working, across services
The successful candidate must have the following skills/attributes:
- Excellent letter writing skills
- Excellent verbal communication skills
- Knowledge of Housing legislation
- The ability to conduct detailed investigations
- The ability to draft reports making recommendations where necessary
- The ability to ensure affective record keeping using the relevant IT
- Demonstrate effective collaborative working
Equal Opportunities
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
How to apply
Application Information The councils preference is for on-line application forms. However if you have a disability and are unable to complete an on-line application, please ring 0208 496 4227 who will be able to arrange an alternative. For more information on how to complete your application form, follow this link: Applying for a job at Waltham Forest Council
Click here for further information on the Human Resources recruitment privacy notice.