Quality Assurance Officer

Quality Assurance Officer - Reactive Maintenance

About the Role

An established property maintenance organisation is seeking an experienced Quality Assurance Officer to join its reactive repairs function. The role will focus on ensuring repair works are delivered efficiently, accurately, safely, and in line with contractual and regulatory requirements.

This is primarily a desk-based position suited to someone with a strong background in housing repairs and maintenance who is confident reviewing work orders, checking supporting evidence, validating costs, and identifying areas where operational performance can be improved.

Working alongside operational managers, planners, supervisors, contractors, and client representatives, you will provide assurance that completed works meet the required standards while also helping to control costs, improve productivity, and maintain accurate records.

Key Duties and Responsibilities

• Review completed repair orders to ensure works have been correctly recorded, appropriately coded, and supported by the necessary evidence.
• Undertake desktop quality audits and review post-inspection outcomes, ensuring any required remedial actions are followed through.
• Monitor appointments, diaries, work allocation, and task progression to identify opportunities to improve operational efficiency.
• Provide guidance to operational and customer-facing teams on repairs procedures, technical matters, and quality requirements.
• Examine contractor and direct-labour claims, including schedule-of-rates entries, variations, additional works, and associated evidence.
• Review subcontractor performance and expenditure, challenging discrepancies and ensuring agreed costs are properly supported.
• Maintain clear, accurate, and readily accessible records for compliance, audit, and contractual purposes.
• Use operational and commercial information to identify trends, recurring issues, unnecessary expenditure, and areas of underperformance.
• Support managers in addressing quality, compliance, productivity, and commercial risks.
• Promote consistent standards of workmanship, professional conduct, health and safety, and customer service.
• Contribute to continuous improvement initiatives across the reactive repairs operation.

You should have:

• Experience working within reactive repairs or maintenance services, preferably within social housing or a similar environment.
• Good knowledge of Schedule of Rates (SOR), repair coding, variations, and cost validation.
• Experience reviewing work orders, contractor claims, completion information, and supporting documentation.
• An understanding of relevant compliance requirements, including asbestos management, health and safety, auditing, and contractor controls.
• Sound technical knowledge of building maintenance and housing repairs.
• Strong attention to detail and the confidence to question information where it does not meet the required standard.
• Good analytical and problem-solving skills, with the ability to identify trends and potential risks from operational data.
• Strong written and verbal communication skills.
• The ability to work effectively with operational teams, contractors, clients, and other stakeholders.
• A structured and organised approach, with the ability to manage competing priorities in a busy environment.

Package and Benefits

• Salary: £40,000-£45,000 per annum, depending on experience
• Performance-related bonus
• Workplace pension
• 25 days' annual leave plus bank holidays
• Employee discounts and wellbeing benefits
• One paid volunteering day per year
• Training, development, and opportunities for career progression

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