Salary: £33,000 per annum
Hours: Full time (35 hours)
Location: Dorchester (office-based 5 days a week)
Benefits: 25 days leave, plus bank holidays 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
As a key member of Hastoe’s Property (Asset) team, you will be responsible for ensuring the smooth operation of our repairs phone line, delivering excellent customer service and resolving enquiries in real time. This role involves managing a team of Customer Repairs Advisors and Administrators, providing leadership and guidance through regular one-to-one meetings, performance appraisals, and setting clear objectives. You'll play a critical part in developing the team's skills, conducting call quality reviews, and ensuring the team consistently meets key performance indicators (KPIs).
Your duties will also include managing escalated and complex repair issues, monitoring contractor performance, and proactively following up with customers to ensure repairs are completed on time. In addition, you’ll work closely with other departments, such as the Maintenance and Development teams, to resolve issues and monitor defect warranties in new properties.
The role requires you to maintain up-to-date systems and provide administrative support to our East and West regions. You'll monitor and report on call volumes, ensuring adequate phone line coverage at all times. Deputising for the Property Administration & Compliance Manager when necessary, you'll ensure operational efficiency and address any areas of concern, especially with contractor performance.
About you
This role is pivotal in ensuring that our repairs service is seamless for our customers, so we're seeking someone who is proactive, organised, and comfortable taking ownership of complex issues.
With experience managing a team, particularly in a customer-facing environment, you have a proven track record of delivering excellent customer service.
You are proficient in Microsoft Office applications and can clearly communicate both orally and in writing. Your ability to gather, interpret, and report information effectively across various audiences is key to success in this role.
Personally, you have a keen eye for detail and can lead a team with confidence and compassion. You’ll be results-driven, and able to handle performance issues with assertiveness when needed. You thrive under pressure, confidently manage complex issues, and have strong organisational skills for managing your own workload and that of others.
Your positive attitude towards customer service and teamwork, coupled with a willingness to adopt new ideas, makes you an ideal fit.
Occasional travel to other Hastoe sites and contractor offices may be required, and while not essential, a valid UK driving licence and access to your own vehicle would be an advantage.
Read more detail in the Job Description
Benefits provided
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.
See the full list of benefits you'll receive as a Hastoe employee
A personal note from Alex Turton, your hiring manager:
"You’ll be joining a close-knit, supportive team who value collaboration, innovation, and a positive attitude. We’re committed to growing together, and you’ll find plenty of opportunities for professional development. Working here means being part of an award-winning rural housing association, where your contributions truly make a difference to our customers' lives. If you’re someone who enjoys a dynamic work environment and is passionate about making an impact, we’d love to hear from you."
How to apply
Please send your CV to recruitment@hastoe.com by midnight on Sunday 3rd November 2024.
We will be conducting interviews as 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.
