Complaints and Service Improvement Manager

Hastoe Housing Association Ltd.; Little Canfield; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

Hastoe Housing Association Ltd. is seeking a Complaints and Service Improvement Manager to lead the new team and be the designated complaints contact. You will oversee investigations, manage the team, and drive learning to improve resident services.

Working in a hybrid model with attendance at the Little Canfield office once a week, you will report to senior leaders and collaborate across operations to deliver fair, transparent and effective complaint handling.

Qualifications

• Strong understanding of the Housing Ombudsman Complaint Handling Code.
• Experience investigating and resolving complex complaints within housing or regulated environments.
• 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 Complaints and Service Improvement Officers and act as the key contact for the Housing Ombudsman.
• Help drive organisational learning from complaints.
• Support senior leaders through the production of reports, Board papers and performance analysis.

Skills

Analytical skills

Report writing

Team leadership

Complaint handling

Customer service

Understanding Housing Ombudsman Code

Education

CIH Level 4 qualification

Job description

Location: Hybrid working, home based with attendance at our office in Little Canfield, Essex one day per week.

Hours: Full time (35 hours per week)

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

We are looking for someone with:

• 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.

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.

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."