INTERNAL APPLICANTS ONLY Quality Assurance & Service Insight Team Manager
INTERNAL APPLICANTS ONLY Quality Assurance & Service Insight Team Manager
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Job Description
***Internal Applicants Only***
Organisation: London Borough of Waltham Forest
Salary: PO7 55620 - 58692
Contract Type: Full time Permanent
Working hours per week: 36
Application Deadline: 29th August 2025
Proposed Interview Date(s): 10th/11th September
DBS: Standard
Reference:1834
About Us:
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 Mayor of Londons Good Work Standardemployers. 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.
About the role:
Are you a strategic thinker with a passion for service improvement and a sharp eye for detail Do you thrive in a fast-paced environment where your leadership can make a real difference to peoples lives If so we want to hear from you!
In this pivotal role you will:
Lead a high-performing team managing complaints FOIs SARs and Ombudsman cases.
Provide expert guidance and ensure compliance with the Local Government & Social Care Ombudsmans Complaint Handling Code.
Use data and insight to drive continuous improvement across the Housing Options & Support Service.
Represent the service at regional forums and contribute to strategic planning as part of the Housing Extended Leadership Team.
Were seeking someone with:
Strong investigative and analytical skills.
Experience in complaint handling within a public sector or regulatory environment.
Excellent communication and stakeholder engagement abilities.
This is a fantastic opportunity to shape service delivery and make a real difference in the lives of our residents.
Were looking for a dynamic Quality Assurance & Service Insight Team Manager to lead our dedicated team within the Housing Options & Support Service. This is a pivotal role where youll oversee the management of complaints Ombudsman cases FOI and Subject Access Requests and Member/MP enquiries ensuring high-quality timely and resident-focused responses.
Youll be at the heart of driving service excellence using data and insight to shape improvements influence policy and ensure our services are responsive fair and effective.
What Youll Be Doing
- Leading and developing a high-performing Quality Assurance team
- Managing complex complaints and ensuring compliance with the Local Government & Social Care Ombudsmans Complaint Handling Code
- Analysing service data to identify trends risks and opportunities for improvement
- Collaborating with senior leaders and external partners to embed learning and drive innovation
- Representing the council at regional forums and sharing best practice
- Supporting vulnerable residents with empathy and professionalism
What Youll Bring
- Proven experience in complaint handling and service improvement within a public sector or regulatory environment
- Strong understanding of housing legislation including the Housing Act 1996 and Homelessness Reduction Act 2017
- Excellent investigative analytical and report-writing skills
- Ability to influence negotiate and build strong relationships with stakeholders
- A commitment to continuous improvement and resident-focused service delivery
Who Youll Work With
Youll report to the Head of Quality Assurance Service Insight & Development and manage a team of three Quality Assurance Officers. Youll also work closely with senior leaders elected members and external regulators.
What We Offer
- A supportive and inclusive working environment
- Opportunities for professional development including ILM qualifications
- Flexible working arrangements
- A chance to make a real impact in the lives of our residents
Ready to Make a Difference
If youre passionate about quality insight and housing services and want to be part of a forward-thinking council apply now and help shape the future of housing in Waltham Forest.
Key Responsibilities:
Provide expert guidance training and support to the Quality Assurance Team around the management of complaints Ombudsman enquiries Freedom of Information and Subject Access Requests and Member and MP enquiries.
Responsibility for the management and supervision of 3 x Quality Assurance Officers.
Qualifications and Requirements:
Educated to degree level or equivalent standard.
Evidence of continuous professional development.
Terms and conditions:
The below terms and conditions apply to this role:
Satisfactory employment references and CIFAS identity checks;
Satisfactory declaration of interest;
Satisfactory DBS check;
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.
How to Apply:
Interested candidates are invited to submit their applications online by pressing the Apply button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore if you are interested please submit your application as early as possible.
Equal Opportunity Employer:
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 individuals 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.
For more information on the benefits of working for the Council please visit Information:
If you have any questions about this vacancy or the application process please contact Claire Dyke at
If you have any technical issues when trying to apply for this post please contact our Recruitment Team via email at .
Click here for further information on the Human Resources recruitment privacy notice.
Employment Type
Full-Time
