We’re looking for a Quality Officer to join our team, ensuring the highest quality of decision-making and casework in our organization. If you’re passionate about delivering exceptional results and have experience in quality assurance, we’d love to hear from you!
Quick Snapshot
Employment Type: Permanent, Full-time
Salary: £42,935
Firm: Housing Ombudsman Service
Job Location: Remote UK
Language Required: English
Full job description
A pivotal role using your proven quality assurance experience within a complaints and / or customer service environment to maintain the quality of the Ombudsman’s decision-making and wider casework.
The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services.
As a Quality Officer, you’ll be based within our Quality team which is responsible for the quality assurance of cases handled across the organisation, deep dives into specific areas, processes and policies within the service, producing insight on the outcomes, and recommending actions to address and drive excellence in the organisation’s outputs.
Working closely with your Quality team colleagues, you will quality assure / evaluate casework outcomes and decisions and organisational outputs, by assessing casework reports / outcomes and other outputs to a set of agreed criteria. The role is key in ensuring that our agreed frameworks, processes and policies are followed to maintain the quality of the Ombudsman’s decision-making and wider casework.
Person specification
For this key role, you will possess:
- experience of working within a complaints / customer service Quality Assurance environment;
- experience of evaluating compliance and adherence to agreed standards, policies and processes;
- in depth knowledge of quality assurance processes; and experience in conducting detailed assessment of data and information from multiple sources.
Ideally, your experience will include working within an Ombudsman or a social housing environment.
In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35 hour working week and flexitime.
CLOSING DATE: 23:59 on Wednesday 8th October 2025
PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). We will close this campaign if / when we receive 120 applications. We therefore strongly recommend applying as soon as possible.
We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
You’ll need to submit your application before 11:55 pm on Wednesday, 8th October 2025. We recommend applying early as we may close the campaign if we receive 120 applications
Contact Jonathan McIntyre or the Recruitment team at cja@cjagroup.com for more information.