Customer Quality Assurance Officer

bpha; Bedford; Hybrid; GBP 28,000 - 42,000; Full time

Job summary

bpha is seeking a Customer Quality Assurance Officer in Bedford. This permanent, full-time role involves enhancing customer service quality and driving performance improvement. The ideal candidate possesses excellent communication and problem-solving skills, ensuring high-quality service delivery and collaboration with internal teams.

Benefits

28 days holiday PLUS Bank Holidays

Free life assurance

Access to wellbeing services and tools

Learning and development opportunities

Discounted gym membership

Qualifications

• Passion for improving customer service.
• Good analytical skills.
• Experience in partnership work with internal teams.

Responsibilities

• Carrying out quality checks and reporting findings.
• Producing reports for performance improvement discussions.
• Identifying data gaps and process changes for customer experience.

Skills

Customer service skills

Problem-solving

Negotiation skills

Communication skills

Time management

Organisational skills

Job description

Social network you want to login/join with:

Customer Quality Assurance Officer, Bedford

col-narrow-left

Client:

bpha

Location:

Bedford, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

5a60425dff5d

Job Views:

5

Posted:

02.06.2025

Expiry Date:

17.07.2025

col-wide

Job Description:

Permanent

Full time (37 hours per week)

Do you have a passion for improving customer service? If yes, we are looking for a customer quality assurance officer who knows what good customer service is and has great communications skills they can use to improve our housing management service.

You will need good analytical skills and be able to work with people to develop and implement changes to services such as dealing with anti-social behaviour, letting our homes, collecting income, and managing our homes in way we can show bpha makes a positive contribution to local neighbourhoods.

What you will be doing:

Carrying out quality checks and report findings within given timescales

Producing reports to aid discussions to drive continued performance improvement

Driving change and improvement in performance and quality

Identifying data gaps and process change requirements to improve the customer experience

We’d love to meet someone with:

Excellent customer service skills putting the customer at the heart of what we do

Good problem-solving, negotiation and influencing skills

Strong communication skills, both written and verbal

Excellent time management and organisational skills

Experience of working in partnership with internal teams and external organisations to achieve shared goals

Amongst what we offer you is:

Hybrid Working

28 days holiday PLUS Bank Holidays

Free life assurance

Access to an extensive suite of wellbeing services and tools including a digital gym

Opportunities for learning and development

Discounted gym membership

Please note the successful candidate will need to complete a Basic DBS application.