Complaints and Service Improvement Manager

Hastoe Housing; Great Dunmow; Hybrid; GBP 44,000 - 54,000; Full time

Benefits offered by this job

Flexible working opportunities

Annual leave (25+ days)

Healthcare support

Pension scheme

Discounts for local shops/restaurants

Cycle scheme

EAP

Life Assurance

Learning & development

Job summary

Hastoe Housing is seeking a Complaints and Service Improvement Manager to lead a new team and oversee investigations, ensuring fair, transparent handling of complaints and driving improvements across resident services.

You will be the main Complaints contact and support senior leaders with reporting, analysis and board materials, helping Hastoe continuously improve its services for residents.

Qualifications

• A strong understanding of the Housing Ombudsman Complaint Handling Code.
• Experience investigating and resolving complex complaints within housing or another regulated environment.
• A CIH Level 4 qualification or willingness to work towards achieving one.
• Experience leading, motivating and developing a team.
• Excellent written communication and report writing skills.
• Strong analytical skills with the ability to identify trends and drive service improvements.

Responsibilities

• Lead Hastoe's complaints service and act as the organisation's designated Complaints contact.
• Oversee complaint investigations and lead on Stage 2 complaints.
• Manage the Complaints and Service Improvement Officers.
• Be the key contact for the Housing Ombudsman and drive organisational learning from complaints.
• Support senior leaders through reports, Board papers and performance analysis.

Skills

Housing Ombudsman Code

Complaint investigations

CIH Level 4

Team leadership

Written communication

Analytical skills

Education

CIH Level 4 qualification

Job description

Salary:£49,440
Hours:Full time (35 hours)
Location:Hybrid working, home based with attendance at our office in Little Canfield, Essex one day per week
Benefits: 25 days annual leave plus bank holidays and an additional 1.5 days complimentary leave. Option to purchase additional annual leave, healthcare cash plan, enhanced pension, plus more.

About us

Hastoe owns and manages more than 7,500 homes across the south of England from Devon to Norfolk. We are a social housing landlord with homes in urban and rural areas.

We’re passionate about providing a first-class service for our customers. If you are enthusiastic, customer-focused, and passionate about making a difference to people’s lives then we want to hear from you.

About the role

At Hastoe, we believe residents should be at the heart of everything we do. Listening, learning and acting on feedback is essential if we are to continue delivering high-quality services and positive outcomes for our residents.

We are creating a new Complaints and Service Improvement Team and are looking for a talented individual who share our commitment to customer service, accountability and continuous improvement.

These are exciting opportunities to help shape a new service that will ensure complaints are handled fairly, transparently and effectively, while driving meaningful improvements to resident services.

As our Complaints and Service Improvement Manager, you will lead Hastoe's complaints service and act as the organisation's designated Complaints contact. You will oversee complaint investigations, lead on Stage 2 complaints, manage our Complaints and Service Improvement Officers, act as the key contact for the Housing Ombudsman and help drive organisational learning from complaints.

You will also support senior leaders through the production of reports, Board papers and performance analysis, helping to ensure we continue to improve services for residents.

About you

• A strong understanding of the Housing Ombudsman Complaint Handling Code.
• Experience investigating and resolving complex complaints within housing or another regulated environment.
• A CIH Level 4 qualification or willingness to work towards achieving one.
• Experience leading, motivating and developing a team.
• Excellent written communication and report writing skills.
• Strong analytical skills with the ability to identify trends and drive service improvements.

Benefits provided

Annual Leave: Starting at 25 days, plus UK Public/Bank Holidays and 1.5 days complimentary leave, along with the option to purchase additional leave.

Enhanced Pension: Hastoe's employer contributions start at 5% and are based on a matching of your own contribution level, plus 2%, up to a maximum of 8% employer contribution.

Other benefits include:

• Flexible working opportunities.
• Annual leave increasing with length of service up to a maximum of 28 days (pro rata for part time employees).
• Discounts for local shops, restaurants and gym membership.
• Cycle scheme.
• Employee Assistance Programme (EAP) – confidential phone and online support and resources service with 24/7 access.
• Health Cash Plan (a type of health insurance).
• 3 x Life Assurance from day 1, for all pension holders.
• A supportive working environment with ongoing learning and development opportunities.
• Long Service awards.

A personal note from Georgina Parkinson, your hiring manager:

Excellent customer service is at the heart of what we do and we are creating a brand new complaints team to drive service improvements across operations. If you want to work for an organisation where you can have real influence in improving services and want to develop your own skills and knowledge, then we want to hear from you.