Job Description

Complaints Officer - Property Services

Salary:

19,035 per annum (26,650 FTE)

Location:

Hybrid; with minimum one day a week in our Dorchester office.

Hours:

25 hours per week; Monday to Friday (5 hours per day)

Benefits:

25 days plus bank holidays plus 1.5 days complimentary leave, option to purchase additional annual leave, car leasing scheme, healthcare cash plan, enhanced pension, plus 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

Are you passionate about delivering excellent customer service and ensuring fair outcomes for residents? We're looking for a proactive and organised Complaints Officer to join our team, providing vital administrative and case management support across our East and West regions.

In this role, you'll work closely with colleagues in Property Services, the Contact Centre, and Housing teams to ensure complaints are handled efficiently, empathetically, and in line with Hastoe's policies and the Housing Ombudsman's Complaint Handling Code.

You'll be responsible for:

Coordinating the end-to-end complaints process, ensuring timely updates and accurate records in the Housing Management System. Liaising with contractors and internal teams to gather evidence, request progress reports, and review responses to service failures. Monitoring and responding to complaint-related communications via email and task management systems, ensuring prompt follow-up and resolution. Reviewing compensation and remedy requests, processing related documentation, purchase orders, and invoices in line with Hastoe's guidance and policy. Producing fair, clear, and policy-compliant complaint responses, contributing to learning and service improvement.
This is a key role in ensuring our complaints process is not only compliant but also compassionate and customer focused. You'll need excellent organisational skills, attention to detail, and the ability to communicate confidently and professionally with a range of stakeholders.

About you

Experience of working in a busy, customer-facing environment. An empathetic touch and ability to offer solutions to problems. Assertive where necessary, saying "no" where appropriate, whilst remaining sensitive and calm. Ability to provide excellent services with a quick turnaround. Excellent IT skills with the aptitude to use specialist software (training provided).

A personal note from Alex Turton, your hiring manager

"At Hastoe, we pride ourselves on being a supportive and collaborative team that values positivity and a willingness to learn. This role offers opportunities to work closely with colleagues across different teams, making it a great opportunity for someone who enjoys variety and building strong working relationships. We're looking for someone who is organised, detail-oriented and committed to supporting fair and timely complaint resolution. You'll need to manage multiple tasks, stay calm under pressure and take a proactive, accountable approach to problem-solving, especially when reviewing service failures. If you're someone who takes pride in their work, loves being part of a team, and wants to contribute to a company that makes a real difference to people's lives, we'd love to welcome you to Hastoe!"

Benefits provided

Annual Leave: Starting at 25 days, plus bank holidays (pro-rata for part time) plus 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.

Other benefits include:

Flexible working opportunities. Annual leave increasing with length of service up to a maximum of 28 days, plus bank holidays (pro rata for part time employees). Discounts for local shops, restaurants and gym membership. Cycle and Car Leasing Scheme. Employee Assistance Programme (EAP) - confidential phone and online support and resources service with 24/7 access. Health Cash Plan (a type of health insurance). 3 x Life Assurance from day 1, for all pension holders. A supportive working environment with ongoing learning and development opportunities. Long Service awards.

How to apply

Please send your CV to recruitment@hastoe.com by midnight on Sunday 2 November 2025.

We will be conducting interviews as the recruitment progresses and may close the vacancy early. We recommend applying early.

If you would like to find out more about the role, please contact Alex Turton at aturton@hastoe.com or for enquiries about the application process please contact the HR Team at recruitment@hastoe.com.

This post is subject to background checks. https://www.hastoe.com/background-checks/

Job Type: Part-time

Pay: 19,035.00 per year

Expected hours: 25 per week

Benefits:

Additional leave Bereavement leave Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free flu jabs Health & wellbeing programme Life insurance Sick pay Work from home
Experience:

Customer service: 3 years (required) Microsoft Office: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person