Complaints & Service Improvement Specialist

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

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,