At a Glance
- Tasks: Lead the new Complaints and Service Improvement Team to enhance customer service.
- Company: Hastoe, a social housing landlord dedicated to improving residents' lives.
- Benefits: 25 days annual leave, enhanced pension, and opportunities for professional development.
- Other info: Hybrid working with a supportive culture focused on continuous improvement.
- Why this job: Make a real impact on residents' experiences and shape a new service.
- Qualifications: Experience in complaint handling and team leadership; CIH Level 4 preferred.
The predicted salary is between 33075 - 40425 £ per year.
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 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 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."
Complaints and Service Improvement Manager employer: Hastoe Housing Association Ltd.
Hastoe Housing Association Ltd. is an excellent employer that prioritises a supportive work culture and employee development, making it an ideal place for those passionate about governance and compliance. Located in a vibrant community, employees benefit from a collaborative environment that encourages professional growth and offers unique opportunities to make a meaningful impact in the housing sector.
Contact Details:
Hastoe Housing Association Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and Service Improvement Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hastoe Housing Association Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hastoe Housing Association Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints and Service Improvement Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hastoe Housing Association Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Hastoe Housing Association Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hastoe Housing Association Ltd.!
How to prepare for a job interview at Hastoe Housing Association Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
