Quality Assurance Officer

About the role

Are you passionate about putting residents at the heart of housing investment? Join our Housing Quality team and play a key role in shaping how homes and neighbourhoods improve. You'll work closely with tenants, colleagues and contractors to influence repairs, major works, new builds and regeneration-making sure quality, communication and customer experience never slip. If collaboration, impact and meaningful engagement motivate you, we'd love to hear from you today now.

About you

• A strong passion for resident involvement, advocacy and inclusive engagement, ensuring tenant voices influence investment decisions
• Excellent communication and liaison skills, confident working with residents, contractors, councillors and multi-disciplinary teams
• A customer-focused, empathetic approach, with the ability to support residents through disruption, complaints and individual needs
• Proven quality assurance and attention to detail, ensuring works meet standards, expectations and deliver long-term benefit
• Strong organisation, reporting and coordination skills, able to manage events, visits, monitoring, performance data and feedback
• Commitment to health and safety, equality and continuous improvement, with a proactive, solutions-focused mindset

What you will do

• Act as the key link between residents, housing teams and contractors, ensuring resident liaison requirements are met throughout investment programmes
• Promote and support resident engagement, organising events, open days, consultations and training to enable meaningful participation
• Communicate clearly and proactively with tenants and residents before, during and after works, managing expectations and access arrangements
• Support residents through improvement works, resolving issues and complaints with empathy and coordinating with relevant teams and agencies
• Quality assure works and aftercare, gathering feedback, monitoring satisfaction and using resident experience to inform service improvements

This position has a requirement for a Standard DBS Check.