Hybrid INTERNAL APPLICANTS ONLY Quality Assurance & Service Insight Team Manager en London Borough of Waltham Forest

***Internal Applicants Only***

Organisation: London Borough of Waltham Forest

Salary: PO7 £55,620 - £58,692 

Contract Type: Full time, Permanent 

Working hours per week: 36

Application Deadline: 24th August 2025

Proposed Interview Date(s): 10th/11th September

DBS: Standard

Reference: 1834

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. 

About the role: 

Are you a strategic thinker with a passion for service improvement and a sharp eye for detail? Do you thrive in a fast-paced environment where your leadership can make a real difference to people’s lives? If so, we want to hear from you!

In this pivotal role, you will:

Lead a high-performing team managing complaints, FOIs, SARs, and Ombudsman cases.
Provide expert guidance and ensure compliance with the Local Government & Social Care Ombudsman’s Complaint Handling Code.
Use data and insight to drive continuous improvement across the Housing Options & Support Service.
Represent the service at regional forums and contribute to strategic planning as part of the Housing Extended Leadership Team.
We’re seeking someone with:

Strong investigative and analytical skills.
Experience in complaint handling within a public sector or regulatory environment.
Excellent communication and stakeholder engagement abilities.
This is a fantastic opportunity to shape service delivery and make a real difference in the lives of our residents.

We’re looking for a dynamic Quality Assurance & Service Insight Team Manager to lead our dedicated team within the Housing Options & Support Service. This is a pivotal role where you’ll oversee the management of complaints, Ombudsman cases, FOI and Subject Access Requests, and Member/MP enquiries — ensuring high-quality, timely, and resident-focused responses.

You’ll be at the heart of driving service excellence, using data and insight to shape improvements, influence policy, and ensure our services are responsive, fair, and effective.

What You’ll Be Doing

• Leading and developing a high-performing Quality Assurance team
• Managing complex complaints and ensuring compliance with the Local Government & Social Care Ombudsman’s Complaint Handling Code 
• Analysing service data to identify trends, risks, and opportunities for improvement
• Collaborating with senior leaders and external partners to embed learning and drive innovation
• Representing the council at regional forums and sharing best practice
• Supporting vulnerable residents with empathy and professionalism

 What You’ll Bring

• Proven experience in complaint handling and service improvement within a public sector or regulatory environment
• Strong understanding of housing legislation, including the Housing Act 1996 and Homelessness Reduction Act 2017
• Excellent investigative, analytical, and report-writing skills
• Ability to influence, negotiate, and build strong relationships with stakeholders
• A commitment to continuous improvement and resident-focused service delivery

Who You’ll Work With

You’ll report to the Head of Quality Assurance, Service Insight & Development and manage a team of three Quality Assurance Officers. You’ll also work closely with senior leaders, elected members, and external regulators.

What We Offer

• A supportive and inclusive working environment
• Opportunities for professional development, including ILM qualifications
• Flexible working arrangements
• A chance to make a real impact in the lives of our residents

Ready to Make a Difference?

If you're passionate about quality, insight, and housing services — and want to be part of a forward-thinking council — apply now and help shape the future of housing in Waltham Forest.

>> Click here to download the Role Profile << 

Key Responsibilities: 

Provide expert guidance, training and support to the Quality Assurance Team around the management of complaints, Ombudsman enquiries, Freedom of Information and Subject Access Requests and Member and MP enquiries.

Responsibility for the management and supervision of 3 x Quality Assurance Officers.

Qualifications and Requirements: 

Educated to degree level or equivalent standard.

Evidence of continuous professional development.

Terms and conditions: 

The below terms and conditions apply to this role: 

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 Claire Dyke at [email protected]  

If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at [email protected]. 

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