INTERNAL APPLICANTS ONLY Quality Assurance Officer

***Internal Applicants Only***

Organisation: London Borough of Waltham Forest

Salary: PO1 41133 - 43680

Contract Type: Fixed-Term Contract (12 months)

Working hours per week: 36

Application Deadline: 05/12/2025

Proposed Interview Date(s): TBC

Reference:1931

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:

As a Quality Assurance Officer you will play a key role in driving continuous improvement within Housing Solutions. This involves analysing service failures understanding customer needs and developing standards to ensure we get it right first time. A significant part of the role is investigating and responding to complaints and Members enquiries preparing high-quality evidence-based responses. You will be expected to handle complaints with empathy while ensuring that policies and procedures are applied consistently and addition you will monitor performance against targets support statutory reviews and work closely with managers and other teams to identify lessons learned recommend improvements and help shape processes that deliver better outcomes for residents.

>> Click here to download the Role Profile <<

Key Responsibilities:

• Investigate and respond to complaints and Members enquiries with empathy while ensuring compliance with policies and procedures.
• Prepare high-quality evidence-based responses to complaints FOI requests and other written enquiries within target timescales.
• Analyse root causes of complaints and service failures identifying lessons learned and recommending improvements to prevent recurrence.
• Support statutory reviews and ensure adherence to relevant legislation regulations and Council policies.
• Monitor service performance against targets and maintain accurate records of complaints enquiries and outcomes.
• Develop templates and guidance for consistent responses to common issues.
• Work collaboratively with managers and other teams to implement process improvements and deliver better outcomes for residents.
• Lead or contribute to projects aimed at reducing repeat complaints and improving customer experience.
• Benchmark against best practice and prepare reports with evidence-based recommendations for senior managers.
• Ensure confidentiality and compliance with data protection legislation in all casework.

Qualifications and Requirements:

5 GCSEs or equivalent qualifications including Maths and English

Terms and conditions:

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 Armin Zekic at or .

If you have any technical issues when trying to apply for this post please contact our Recruitment Team via email at .

The Councils preference is for online application. However if you have a disability and are unable to complete an online application please email so we can arrange an alternative application method.

Click here for further information on the Human Resources recruitment privacy notice.