Role: Customer Quality Assurance Officer
Location: Loxley House, NG2 3NG
Contract Type: Permanent
Working Hours: 37 hours per week
Worker Type: Hybrid (60% onsite / 40% work from office/home)
Salary: Grade H – starting salary £40,777 (level 1) to £44,075 (level 4) per annum
About The Role
As a Customer Quality Assurance Officer within Nottingham City Council Housing Services, you will play a vital role in ensuring that repair and improvement works meet the highest standards of quality and safety. Working as part of a multi‑disciplinary technical team, you will provide a customer‑focused service by inspecting works, resolving repair‑related issues, and supporting tenants throughout the process.
Responsibilities
- Carry out quality checks to ensure compliance with Health & Safety legislation and planning regulations.
- Identify and resolve site‑based problems during inspections.
- Manage complaints and undertake surveys.
- Provide technical advice across a range of trades.
- Create and produce performance reports to drive service improvements.
- Collaborate closely with internal teams, contractors, and external partners to maintain service standards and improve customer satisfaction.
- Perform minor repairs during visits when feasible to achieve “right first time” outcomes.
Qualifications
- Strong understanding of housing legislation, statutory guidance and case law.
- Experience in complaints investigation, audits and interpreting data; ability to manage complex cases and provide evidence‑based findings.
- Ability to produce performance reports and drive service improvements.
- High emotional intelligence and excellent communication skills.
- Strong IT proficiency; ability to use systems for tracking complaints, inspections, and quality assurance data.
- Relevant technical background – trade‑based experience or experience managing trades and evidence of ongoing professional development.
Benefits
- 26 days annual leave (increasing to 33 days after 5 years’ service) + bank holidays (with option to purchase additional leave).
- Access to a generous defined benefit pension scheme.
- Smart Working options to support work‑life balance.
- Health and wellbeing benefits including an Employee Assistance Programme.
- Discounted membership at selected local sports and fitness centres, cinemas, shopping and more.
Equal Opportunities
Nottingham City Council is a fair and inclusive employer and welcomes applications from people of all backgrounds and abilities. We value diversity and are committed to recruiting a workforce that reflects the communities we serve. We particularly encourage applicants from minority ethnic communities, LGBTQ+ individuals and people with disabilities.
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