Quality Development Officer

Quality Development Officer

Salary:Grade 8
Location: Dudley
Service Area: Housing & Assets - Tenant Engagement
Contract: Full-time

Make a Difference in Dudley's Housing Services

We are looking for an enthusiastic and motivated Quality Development Officer to join our Housing & Assets Directorate. This is an exciting opportunity to play a leading role in shaping how we understand customer experience, measure performance, and continually improve the quality of our housing services.

In this role, you will design and deliver a comprehensive quality assurance and customer insight framework, ensuring our services are effective, evidence led, and aligned with regulatory standards. You will turn data into meaningful insight, helping us understand what our residents need and how we can make our services even better.

What You'll Be Doing

• Designing and maintaining service standards across Housing Services.
• Leading a wide range of transactional satisfaction surveys including repairs, new tenants, complaints, programme works and more.
• Managing the Tenant Satisfaction Measures (TSMs) annual perception survey in line with regulatory requirements.
• Analysing customer insight data to produce clear, actionable reports for managers and leadership teams.
• Supporting audits, compliance activity and regulatory inspections.
• Working closely with colleagues in ICT, Performance, Communications and frontline services to support high quality data, reporting and engagement.
• Promoting a culture of continuous improvement and service excellence.
• Updating and maintaining CHO and PLO patch lists to ensure operational accuracy.

About You

You enjoy working with data, engaging with people, and finding practical ways to improve services. We're looking for someone with:

• Experience in customer insight, quality assurance, research or data analysis.
• Understanding of housing legislation and social housing best practice.
• Strong IT skills including MS Office, NEC and survey platforms.
• The ability to design surveys, interpret results and present findings clearly.
• A commitment to equality, diversity and inclusion.
• An innovative, flexible and solution focused approach.

A relevant professional qualification (e.g., CIH, Community Development, Customer Service) is desirable but not essential.

Why Join Us?

Working with Dudley Council means being part of a team committed to improving the lives of residents. You'll have the opportunity to influence real change, work with passionate colleagues and contribute to high quality, resident focused housing services.

Workplace Attendance: Working in the office 3+ days a week (pro-rata)

Dudley MBC does not currently offer sponsorship for candidates without the Right to Work in the UK.

All applicants must be able to provide documentation to prove their right to work in the UK.