Quality Assurance Officer - Housing Repairs & Maintenance

Thurrock Council; Grays; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A local government authority in England is seeking a Quality Assurance Officer for Housing Repairs and Maintenance. The role is centered on ensuring high levels of customer service by monitoring repair works, investigating complaints, and producing formal responses. Ideal candidates will possess excellent communication skills, proactive working abilities, and strong organizational skills. Flexibility with working hours and locations, including potential remote work, is expected.

Qualifications

• Proficiency in dealing with customer complaints.
• Ability to demonstrate working individually and as part of a team.
• Excellent time management to ensure responsibilities are managed.

Responsibilities

• Lead the programming and co-ordination of inspections.
• Investigate complaints related to repair and maintenance programmes.
• Produce formal responses to customers including residents, councillors, and MPs.
• Monitor repair works through to completion and keep customers informed.

Skills

Customer service skills

Written communication skills

Organizational skills

Proactive working

Time management

Job description

Quality Assurance Officer - Housing Repairs and Maintenance

Our customers are at the heart of everything we do. As one of our Quality Assurance Officers you will be required to liaise with staff across various departments, residents, and contractors on a daily basis, ensuring a high level of customer service. This is a varied, fast paced, demanding role which will include monitoring repair works through to completion, ensuring our customers are kept fully informed. To be considered, you will need to understand the importance of customer care and be able to demonstrate this in your dealings with issues that arise. You will also need to be proficient in dealing with customer complaints and writing formal responses. You will need to be flexible and adaptable, with the ability to multi-task, with an eye for detail. You will also need to be able to demonstrate working individually and as part of a team with excellent time management, to ensure that key roles and responsibilities are managed within agreed timeframes.

Main duties include:

• Lead the programming and co-ordination of inspections undertaken by the Housing Technical Services Team/Building Surveyors, which is essential in delivering works in a timely and efficient manner, in accordance with required policies and legislation.
• Investigating complaints and enquiries relating to all repair and planned maintenance programmes.
• Produce formal responses to our customers including residents, Cllr's, MP's and MEP's, within agreed timeframes, which will require you to have highly developed verbal and written skills.
• Monitoring repair works through to completion, and ensuring customers are kept fully informed of outcomes and next steps.

Key qualities and requirements:

• Able to use initiative and work pro-actively.
• A good sense of judgement, for example, in determining priorities, and which issues should be brought to the attention of senior management.
• Able to develop and maintain effective working relationships.
• Organised; to work to deadlines.
• Advanced written and oral communication skills and proficiency in ICT.
• To behave in accordance with our values.
• Commitment to the principles of agile working, including the ability to work flexibly with regards to both hours of work and location, including remote and home working as required.
• Ability to travel to the Civic Offices and our partnering contractor offices, within the Borough.

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .