Quality Assurance Housing Complaints Officer (Temp:East London)

A fantastic opportunity has emerged for a Quality Assurance Officer to join one of Adecco's most improved local government housing clients in a temporary role, initially for three months. The purpose of this role is to drive a culture of continuous improvement in the housing options department through the analysis of reasons for service failure, better understanding of customer needs and development of standards to get it right first time across the service.

Based in East London but working hybridly (a minimum of 2 days each week in the office), this is a full time role (37 hours each week, Monday to Friday) and you will be required to develop a comprehensive understanding of processes, policies and procedures in order to prepare high quality and timely responses to complaints, members enquiries, complaints (stages 1& 2) FOI and other written enquiries received in the Housing Options service.

You will also need to monitor that the service actions are in the same path with targets and advice on improvement actions. Other responsiblities include:

* Providing advice and make recommendations based on up to date knowledge and analysis/evaluation of information.
* Managing escalated or complex customer issues within the relevant area.
* Contributing to the development of service plans to meet strategic business goals.
* Leading on the development, implementation, maintenance and management of systems, policies, procedures and / or standards within area of responsibility.
* Working closely with others to support/manage the development and delivery of improvements in processes and procedures.
* Preparing and presenting a full range of reports (both standard and non-standard) covering area of responsibility.
* Developing a culture of continuous improvement through understanding of the root causes of casework enquiries, complaints and work with service managers to develop improvement actions.
* Interrogating various information systems, liaising with relevant teams to gather the necessary information to prepare high quality responses to all enquiries and formal complaints at all stages.
* Collating and preparing responses to FOI and Subject Access Requests.
* Developing a series of templates for use in addressing the most common issues raised in complaints and enquiries.
* Leading the development of initiatives to address recurring themes in enquiries / complaints for example alternative rehousing options.
* Identifying lessons learned from analysing complaints and recommending specific actions and changes to avoid recurrence

Please note, experience of investigating complaints, service improvement and producing high quality responses and reports without close supervision is a key element of this role. As this post sits within the housing options department, a sound understanding of homelessness and the pressures facing local government clients would be highly desirable.

Only applicants who feel they meet the above criteria and can start on short notice (1-2 weeks' notice) need apply.