Complaints and Service Improvement Officer

Hastoe Housing; Great Dunmow; Hybrid; GBP 32,000 - 43,000; Full time

Benefits offered by this job

Flexible hybrid

Healthcare cash plan

Enhanced pension

25 days leave

Employee discounts

Job summary

Hastoe Housing is creating a new Complaints and Service Improvement Team and seeks a talented Complaints and Service Improvement Officer. You will investigate complex Stage 1 complaints, manage the Housing Ombudsman portal, and collaborate with colleagues to resolve issues and drive service improvements.

You will help ensure residents receive timely, fair and high-quality responses while embedding learning across the organisation, contributing to better outcomes for tenants in a supportive,

Qualifications

• Experience of investigating customer complaints and drafting high-quality written responses.
• Knowledge of the Housing Ombudsman Complaint Handling Code and complaints best practice.
• Experience of handling complaints within social housing or a regulated environment.

Responsibilities

• Investigate complex Stage 1 complaints and draft responses.
• Provide day-to-day management of the Housing Ombudsman portal.
• Work with colleagues to resolve issues and drive service improvements.
• Ensure residents receive timely, fair and high-quality responses.

Skills

Customer complaints

Written responses

Investigation skills

Housing Ombudsman

Problem solving

Tools

Housing Ombudsman portal

Job description

Salary:£31,64
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 shares 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 a Complaints and Service Improvement Officer, you will investigate complex Stage 1 complaints, undertake day-to-day management of the Housing Ombudsman portal and work closely with colleagues across Hastoe to resolve issues and improve services.

You will play a key role in ensuring residents receive timely, fair and high-quality responses while helping to embed learning from complaints across the organisation.

About you

We are looking for someone with:

• Experience of investigating customer complaints and drafting high-quality written responses.
• Knowledge of the Housing Ombudsman Complaint Handling Code and complaints best practice.
• Experience of handling complaints within social housing, local government or another regulated environment.
• Strong investigative and problem-solving skills.

Why Join Hastoe

At Hastoe, you'll be part of an organisation that genuinely cares about its residents, colleagues and communities.

In return, we offer:

• A supportive and collaborative working environment.
• Opportunities for professional development and training.
• Flexible hybrid working arrangements.
• The opportunity to shape a new team and make a visible difference to services.
• A role where your work directly contributes to better outcomes for residents.

We are looking for people who share our values and who are passionate about improving services through listening, learning and taking action.

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.

We will review CVs as they come in and carry out interviews throughout the recruitment process. We reserve the right to close this vacancy early should we find a suitable candidate.

This post is subject to background checks. Follow the link for further information on this: https://www.hastoe.com/background-checks/