Customer Quality Assurance Officer NCCHS

Job Description

Role: Customer Quality Assurance Officer

Contract Type: Permanent
Working Hours: 37 hours per week
Worker Type: Hybrid (60% onsite / 40% work from office/home)
Salary: Grade H - starting salary is £40,777 (level 1), raising to £44,075 (level 4) per annum
Location: Loxley House, NG2 3NG

We've got an exciting opportunity available for a talented individual to join our workforce as a Customer Quality Assurance Officer - perhaps this is the opportunity you've been looking for? Read on to find out more...

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement, and access to a generous pension scheme, we strive to create an innovative, inclusive, and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

About the Role

As a Customer Quality Assurance Officer within Nottingham City Council Housing Services, you will play a vital role in ensuring that repair and improvement works meet the highest standards of quality and safety. Working as part of a multi-disciplinary technical team, you will provide a customer-focused service by inspecting works, resolving repair-related issues, and supporting tenants throughout the process.

Your responsibilities will include carrying out quality checks, identifying and resolving site-based problems, and ensuring compliance with Health & Safety legislation and planning regulations. You will also manage complaints, undertake surveys, and provide technical advice across a range of trades. This role requires creativity and problem-solving skills to deliver practical solutions, sometimes completing minor repairs during visits to achieve a "right first time" outcome.

Collaboration is key-you'll work closely with internal teams, contractors, and external partners to maintain service standards and improve customer satisfaction.

About You

The ideal candidate will have:

1. Strong understanding of housing legislation, statutory guidance, and case law
- Includes knowledge of regulatory frameworks that govern social housing and repairs.

2. Experience in complaints investigation, audits, and interpreting data
- Ability to manage complex cases, analyse root causes and provide evidence-based findings.

3. Ability to produce performance reports and drive service improvements
- Demonstrated capability to use data to improve customer satisfaction and operational outcomes.

4. High emotional intelligence and excellent communication skills
- Essential for working directly with tenants, contractors and colleagues.

5. Strong IT proficiency
- Ability to use systems for tracking complaints, inspections, and quality assurance data.

6. Relevant technical background
- Trade-based experience or experience managing trades, plus evidence of ongoing professional development.

Full duties of the job description can be found here.

Please ensure you demonstrate clearly how you meet the 6 requirements in your CV & supporting document.

We recognise that artificial intelligence (AI) can be a helpful tool when preparing your application. AI can guide you, but only your own words and experiences truly matter - we want to see the real you. All examples and statements must be your own, accurate, and reflect your true experience and values. AI tools do not understand context, think critically, or assess the reliability of information, which means AI-generated responses can feel generic and may not accurately represent who you are. We recruit fairly and inclusively - showing your real self is what helps you succeed.

Closing Date: 15th April 2026 (11:59pm) - Please note there may be occasions where we close the advert before the closing date, and we encourage you to apply as soon as possible.

Interview date: w/c 27th April 2026 - please note, this is subject to change.

If you have any queries about the role or the recruitment process, please contact us via email: [email protected]

If you have any technical issues when completing your application, please contact our Employee Service Centre:

By applying to this job, you agree to our Terms & Conditions.

About Us

Thank you for your interest in working for Nottingham City Council. As one of the largest employers in Nottingham we offer a wide range of roles across a range of services. In return for your skill, drive and commitment to serving the people of Nottingham, we can help you to develop an exciting and rewarding career, with access to the following benefits.

In addition to working within a great team and a competitive salary you will have access to:

• 26 days annual leave (rising to 33 days after 5 years' service) + bank holidays with the ability to buy additional leave annually
• Access to a generous, defined benefit pension scheme offering 17.9%
• Smart Working - to support your work life balance
• Health and wellbeing benefits including access to our Employee Assistance Programme
• Discounted membership at selected local sports and fitness centres, cinema, shopping and much more!

Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair and inclusive employer and welcome applications from people from all backgrounds and with different abilities. We recruit for diversity and value difference.


We particularly want to hear from you if you are from Minority Ethnic communities, identify within the Lesbian, Gay, Bisexual, Transgender and Queer+ community (LGBTQ+) and if you are Disabled - these groups of people are underrepresented in our workforce, and we'd like to reflect our local population more through our recruitment processes.

We are supportive of flexible working arrangements wherever possible and we would encourage you to discuss this with us during the selection process, should this be something you are interested in.