Quality and Standards Officer / Housing Standards Officer / Quality Improvement Officer
Salary £21,648 - £24,564 pro rata
Leicester (commutable from Loughborough, Corby, Coventry, Coalville and Surrounding areas)
17.5 Hours per week (job share)
34 days holiday pro rata including statutory days
Bupa Cash Plan
Contributory Pension Scheme
Flexi time
Our client has an exciting opportunity for a Quality and Standards Officer, this is a complaints specialist role based at their offices in Leicester.
Main responsibilities include working under the management of the Head of Quality and Standards to conduct research, promote good practice, develop policies, provide policy advice and support business improvement processes across the group.
This role will focus on complaints and provide a proactive and supportive role in complaints management across the group including a single point of contact for managers/those dealing with complaints, comprehensive and regular staff training, sharing and embedding lessons learned, establishing the approach to external complaints panels/designated persons tier and setting up referrals etc across the group, ensuring complaints are used to escalate service/policy reviews and so on. Assisting the Head of Quality and Standards with more complex areas of research and policy development you will be expected to work on your own initiative to develop more straight forward projects.
Other duties include reviewing existing policies and procedures and help develop new ones, this will include planning the review, its implementation, checking outcomes of its implementation, undertaking and responding to quality checks. Presenting training to staff you will also develop new policies and procedures; in addition you will prepare reports including the extraction of information from various sources such as the internet, manuals, publications, databases and surveys.
The successful candidate will be educated to A level standard and have experience of working in complaints handling/management. Research and/or policy development experience is also required. An understanding of current issues in housing and the ability to demonstrate excellent customer care to customers is essential. With a high standard of written and verbal communication skills you will also be able to use basic spreadsheet/database applications. Experience of working in housing management, maintenance or development related role in a housing association or local authority would be beneficial along with a degree level CIOH membership or equivalent.
This post requires a standard CRB clearance.
Our client is a housing association.
Closing Date: 18 May 2012
Keywords: Housing / Public Sector / Housing Management / Maintenance / Housing Association / Local Authority / CIOH / Social Housing