Complaints & Service Improvement Specialist

Hastoe Housing Association Ltd.; Little Canfield; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexible hybrid working

Professional development and training

Supportive collaborative environment

Shape a new team and make a visible.d

Job summary

Hastoe Housing Association Ltd. is expanding its Complaints and Service Improvement Team and seeks a dedicated Complaints and Service Improvement Officer.

The role focuses on investigating complex Stage 1 complaints, managing the Housing Ombudsman portal, and working with colleagues to resolve issues and improve resident services. You will contribute to timely, fair responses while embedding learning across Hastoe to deliver better outcomes for residents.

Qualifications

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

Responsibilities

• Investigate complex Stage 1 complaints and draft outcomes.
• Manage Housing Ombudsman portal on a day-to-day basis.
• Collaborate across Hastoe to resolve issues and improve services.
• Embed learning from complaints across the organisation to drive service improvements.

Skills

Investigating complaints

Housing Ombudsman knowledge

Social housing/regulatory experience

Written responses and communication

Job description

Hastoe Housing Association Ltd. is expanding its Complaints and Service Improvement Team and seeks a dedicated Complaints and Service Improvement Officer.

The role focuses on investigating complex Stage 1 complaints, managing the Housing Ombudsman portal, and working with colleagues to resolve issues and improve resident services. You will contribute to timely, fair responses while embedding learning across Hastoe to deliver better outcomes for residents.