Customer Quality Assurance Lead

7 days ago

Bedford, United Kingdom bpha Full time

**Permanent**

**Full time (37 hours per week)**

Do you have a passion for improving customer service? If yes, we are looking for a customer quality assurance officer who knows what good customer service is and has great communications skills they can use to improve our housing management service.

You will need good analytical skills and be able to work with people to develop and implement changes to services such as dealing with anti-social behaviour, letting our homes, collecting income, and managing our homes in way we can show bpha makes a positive contribution to local neighbourhoods.

**What you will be doing**:

- Carrying out quality checks and report findings within given timescales
- Producing reports to aid discussions to drive continued performance improvement
- Driving change and improvement in performance and quality
- Identifying data gaps and process change requirements to improve the customer experience
- We’d love to meet someone with:

- Excellent customer service skills putting the customer at the heart of what we do
- Good problem-solving, negotiation and influencing skills
- Strong communication skills, both written and verbal
- Excellent time management and organisational skills
- Experience of working in partnership with internal teams and external organisations to achieve shared goals

**Amongst what we offer you is**:

- A competitive salary
- Hybrid Working
- 28 days holiday PLUS Bank Holidays
- A generous contributory pension scheme
- Private health care
- Free life assurance
- Access to an extensive suite of wellbeing services and tools including a digital gym
- Opportunities for learning and development
- Discounted gym membership
- Retail discount scheme

**Closing date: 10th July 2024**

**Interview date: To be confirmed**

INDHIGH

bpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.

We are a leading provider and developer of affordable homes - for rent, sheltered, residential care and shared ownership.

We work together with communities - to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.

All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.

We own or manage over 19,000 homes and employ 400 staff.

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