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- Tasks: Investigate housing complaints and drive service improvements for our customers.
- Company: Hastoe, a leading rural housing specialist in England.
- Benefits: 25 days annual leave, enhanced pension, healthcare cash plan, and more.
- Why this job: Make a real difference in people's lives while enhancing customer experiences.
- Qualifications: Experience in complaint handling and strong communication skills required.
- Other info: Join a dynamic team focused on delivering excellent service and career growth.
The predicted salary is between 30000 - 42000 £ per year.
Location: Dorchester
Office Hours: 25 hours per week; Monday to Friday (5 hours per day)
Benefits: 25 days annual leave and an additional 1.5 days complimentary leave. Option to purchase additional annual leave, car leasing scheme, healthcare cash plan, enhanced pension, and 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 and England’s leading rural housing specialist. We deliver small housing developments in partnership with local communities although, for historic reasons, we also own some housing in urban areas. We are 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
This role is all about making a real difference to our customers’ experience. You will take ownership of formal complaint investigations, ensuring every response is fair, evidence-based, and meets the Housing Ombudsman’s Complaint Handling Code. Beyond resolving issues, you’ll play a key part in driving service improvements by identifying root causes and recommending practical solutions. You will also follow complaints through to a positive outcome, helping us build trust and deliver the high standards our customers deserve.
About you
We’re looking for someone with:
- A proven track record in formal complaint handling for front line customers.
- Excellent verbal and written communication skills that comply with relevant policies and external regulations.
- The ability to interpret relevant legislation, tenancy agreements and leases to assist in the decision making of a complaint.
Annual Leave: Starting at 25 days, plus 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 matching of your own contribution level, plus 2%, up to a maximum of 8% employer contribution.
A personal note from Adam Wheelhouse, your hiring manager: “We are a dynamic and exciting team, who always strive to provide excellent service to our residents. We continue to evolve and change the way in which we deliver our services to our customers and we continue to receive high levels of positive feedback. We are excited for the new person to take on this role, to continue to improve our delivery and services.”
We will be conducting interviews as recruitment progresses and may close the vacancy early. We recommend applying early.
Housing Complaints Officer in Dorchester employer: Hastoe Housing Association Ltd.
Contact Detail:
Hastoe Housing Association Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Housing Complaints Officer in Dorchester
✨Tip Number 1
Get to know the company! Research Hastoe and understand their mission and values. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference in the community.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent verbal and written communication, consider doing mock interviews with friends or family. This will help you articulate your thoughts clearly and confidently.
✨Tip Number 3
Prepare examples of your past experiences! Think of specific situations where you've successfully handled complaints or improved services. Being able to share these stories will demonstrate your capability and fit for the role.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It shows initiative and gives you a better chance of being noticed by the hiring team.
We think you need these skills to ace Housing Complaints Officer in Dorchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that match the Housing Complaints Officer role. Highlight your complaint handling experience and how it aligns with Hastoe's commitment to excellent customer service.
Showcase Your Communication Skills: Since excellent verbal and written communication is key for this role, ensure your application is clear, concise, and free of jargon. Use straightforward language to demonstrate your ability to communicate effectively, just like you would in a complaint investigation.
Demonstrate Your Problem-Solving Abilities: In your application, share examples of how you've identified root causes of complaints and implemented practical solutions. This will show us that you’re not just about resolving issues but also about driving service improvements.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our dynamic team at Hastoe!
How to prepare for a job interview at Hastoe Housing Association Ltd.
✨Know Your Stuff
Make sure you understand the role of a Housing Complaints Officer inside out. Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code and any relevant legislation. This will not only help you answer questions confidently but also show your genuine interest in the position.
✨Showcase Your Communication Skills
Since excellent verbal and written communication is key for this role, prepare examples that highlight your skills. Think about times when you’ve successfully resolved complaints or communicated complex information clearly. Practising these scenarios can help you articulate your experience effectively during the interview.
✨Demonstrate Your Problem-Solving Ability
Be ready to discuss how you identify root causes of complaints and suggest practical solutions. Prepare a couple of case studies from your past experiences where you turned a negative situation into a positive outcome. This will illustrate your proactive approach and commitment to service improvement.
✨Align with Their Values
Hastoe is passionate about making a difference in people’s lives, so it’s important to convey your enthusiasm for customer service. Think about why you want to work in social housing and how your values align with theirs. A personal touch can go a long way in making a memorable impression!
