Quality Assurance Officer - Housing Repairs & Maintenance

Thurrock Council; Thurrock; Hybrid; GBP 33,000 - 39,000; Full time

Job summary

A local government organization based in Thurrock is looking for a Quality Assurance Officer for Housing Repairs and Maintenance. In this essential role, you will ensure high customer service standards by liaising with various staff, residents, and contractors. Responsibilities include leading inspections, managing complaints, and monitoring repair progress. Ideal candidates will possess strong communication skills, initiative, and an ability to work in a fast-paced environment. This position offers a permanent contract with a competitive salary.

Qualifications

• Strong initiative and proactive work ethic.
• Ability to determine priorities and escalate matters.
• Effective working relationships with various stakeholders.
• Excellent organizational skills and adherence to deadlines.
• Advanced verbal and written communication skills.
• Comfortable using ICT tools for communication.
• Adaptability to agile work arrangements.
• Willing to travel to Civic Offices and contractor sites.

Responsibilities

• Lead inspection programming with the Housing Technical Services Team.
• Investigate complaints and inquiries about repairs.
• Produce formal responses for customers within timeframes.
• Monitor repair work completion and keep customers informed.

Skills

Initiative

Judgement

Relationship building

Organizational skills

Communication skills

ICT proficiency

Agility in working

Willingness to travel

Job description

Quality Assurance Officer – Housing Repairs and Maintenance

Salary: £33,531 - £38,052 per annum

Grade D | Permanent Contract | Full-time 37 hours per week

Our customers are at the heart of everything we do. As one of our Quality Assurance Officers you will 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.

Responsibilities

• Lead the programming and co‑ordination of inspections undertaken by the Housing Technical Services Team/Building Surveyors, ensuring works are delivered in a timely and efficient manner in accordance with required policies and legislation.
• Investigate complaints and enquiries relating to all repair and planned maintenance programmes.
• Produce formal responses to customers—including residents, Cllrs, MPs and MEPs—within agreed timeframes, requiring highly developed verbal and written skills.
• Monitor repair works through to completion and keep customers fully informed of outcomes and next steps.

Key experience and skills required

• Use initiative and work pro‑actively.
• Good sense of judgement for determining priorities and escalating matters to senior management.
• Develop and maintain effective working relationships.
• Organised and able to meet deadlines.
• Advanced written and oral communication skills and proficiency in ICT.
• Behave in accordance with our values.
• Commitment to agile working, including flexibility of hours and location (remote/home as required).
• Ability to travel to the Civic Offices and partner contractor offices within the Borough.

Advert Closing Date

• Redeployment Only: 27th November 2025
• Internal & External: 14th December 2025

Interview Date: To Be Confirmed

If you would like an informal chat or more information, please contact Tracy Melvin.

Why Thurrock?

Working at Thurrock Council gives you the opportunity to join an organisation that is changing at pace, one where you can make a real difference to the lives of the people we serve. Thurrock Council is moving towards a new community leadership approach which involves linking with local partners and communities as we shape our improvement for the years ahead. This is an exciting time to join us, to shape future success of our changing organisation and have a positive influence on our borough.

Our location: Thurrock is located on the north bank of the river Thames. Our urban centres are a vibrantly mixed combination of established towns and new young communities, with a diverse and growing population of around 160,000 residents. We are an emerging cultural and arts centre, home to the production centre for the Royal Opera House and the National Skills Academy for Creative and Cultural Skills. We have excellent retail and leisure opportunities, including Lakeside Shopping Centre, country parks, forests and marshes. Thurrock is just half an hour journey away from the centre of London by train and well connected by road.