Quality & Performance Officer - Covering the North West

Are you passionate about engaging customers and ensuring their voice is heard? Do you proactively seek to achieve continuous improvement? Do you enjoy working with colleagues across the business? If this sounds like you then this could be the perfect role for you.

Here at Johnnie Johnson Housing, we’re looking to recruit to the exciting new role of Quality & Performance Officer to join our Customer and Neighbourhoods Team.

Ensuring customers are heard is so important to Johnnie Johnson Housing, as our Quality & Performance Officer you’ll carry out a programme of peer reviews across all schemes, deliver the ambassadors programme, support with the delivery of the Independent Living Academy and promote resident engagement activities with support of the Scrutiny Panel and Resident Conferences, to ensure the voice of the customer is heard and co-regulation provisions are met.

Your challenge is to be responsible for the delivery of outstanding Customer Experience, increase customer satisfaction, achieve excellent performance and quality standards across customer and regional operations and provide continuous improvement whilst embracing our ‘One Team’ approach, working closely with Neighbourhood and Assets Teams. You’ll review and monitor performance, ensure policies are adhered to, implement action plans and support with project groups.

So now you’ve heard a bit about the role, let us tell you a bit about the team! It’s important to know who you might be working with, right?

Our Team

It’s a really exciting time to join our new team. We’re led by our Customer Performance Manager and as well as providing support to the organisation, we support each other too. We work hard but we also like to have fun!

About You

This role would suit someone adaptable who has excellent organisational and time management skills, who understands the importance of customer feedback, along with experience of preparing performance reports, trend analysis and recommendations. We’d like you to be a great communicator who puts customers at the heart of everything you do and be able to encourage participation and facilitate resident engagement.

And the benefits of working for us?

We’ve adopted a completely agile way of working meaning you can work from home too. As long as our residents and customers are put first, we’ll also give you a degree of flexibility using our ‘My Lifestyle’ guidelines, meaning you can attend the important things in life. So, whether you’ve got a gym class you’d love to attend, your child’s school play or maybe it’s just that you’ve got a new fridge being delivered, we will work with you to be flexible!

We also offer a fantastic holiday allowance of 33 days per annum (including statutory holidays) which rises to 38 days after 5 years’ service (pro-rata for fixed term contracts). We can offer you a 35-hour working week, an enhanced 5% employer contribution pension scheme and a recognition scheme with both financial and non-financial rewards such as gift vouchers, early finishes or even a later start! There’s loads more fantastic benefits too – you can find out more about these on our careers site!

About us

Johnnie Johnson is a not-for-profit housing association, housing over 8,000 residents across the North West, North East, Yorkshire and Derbyshire. Our vision Living Longer, Living Better is simply about helping people age well and live independently for longer.

Closing Date: Monday 6th June 2022