**INTERNAL APPLICATIONS ONLY**

Organisation: London Borough of Waltham Forest

Salary: PO1 £41,133 - £43,680

Contract Type: Fixed Term Contract (until end of August)

Working hours per week: 36

Application deadline: 13/05/2026

Proposed Interview Date(s): 15/05/2026

Reference: 2125

About Us:

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.

We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.

London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.

The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method.

About the role:

The Housing Options & Support Service is looking to appoint a Quality Assurance Officer to join our busy QA, Service Insight and Development Team.

Working collaboratively with officers across the service, you will provide a comprehensive and responsive high-quality complaints and resolution service for residents and elected members through investigating and resolving complaints in line with statutory requirements, agreed procedures and service requirements.

>> Click here to download the Role Profile <<

Key Responsibilities:

To investigate and respond to Stage 1 complaints and Members Enquiries
To liaise with residents to clarify the scope, subject and desired outcome of their complaint
To keep residents updated on progress and expected timescales
To carry out investigations impartially, addressing issues raised in line with the legislation
To collate and prepare complaints responses
To work effectively with other teams and services to provide accurate information and guidance to customers.
To hold colleagues and service areas to account in ensuring they provide timely responses
To maintain accurate records through agreed reporting systems.
To identify lessons learned from analysing complaints and recommdend specific actions to avoid recurrence

Qualifications and Requirements:

Experience of investigating complaints, service improvement and producing high quality responses and reports without close supervision.
Commitment to high standards of customer care and the ability to deal sensitively with a wide range of customers
Ability to work under pressure and to balance competing priorities in order to meet urgent deadlines
Excellent written and verbal communication skills and the ability to write clear and persuasive letters summarising a range of information and setting all the relevant points in a clear and logical context
High level of IT skills working with a data base and software applications to produce letters and reports effectively.
Ability to interpret complex information including data sets, produce briefs in plain English.
Some knowledge of homelessness and allocations legislation, the Council’s policies in these areas, and associated guidance and caselaw, and extensive knowledge of the broader housing environment.

Terms and conditions:

The below terms and conditions apply to this role:

Satisfactory employment references and CIFAS identity checks

Satisfactory declaration of interest;

As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.

How to Apply:

Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Equal Opportunity Employer:

Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.

To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.

For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us.

Contact Information:

If you have any questions about this vacancy or the application process, please contact Armin Zekic, QA, Service Insight & Development Team Manager at Armin.Zekic@walthamforest.gov.uk

If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk.

Click here for further information on the Human Resources recruitment privacy notice.