Complaints & Service Improvement Lead

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

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.