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Housing Administration Manager

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HASTOE HOUSING ASSOCIATION

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Location:
United Kingdom , Dorchester

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Category:
Office Administration

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Contract Type:
Not provided

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Salary:

39360.00 GBP / Year
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Job Description:

This role is central to delivering a high‑quality, customer‑focused complaints and housing administration service for a social housing landlord and England’s leading rural housing specialist.

Job Responsibility:

  • Lead the end‑to‑end handling of Stage 1 housing complaints
  • Oversee the triage of complaints by the Customer Services team
  • Manage and develop the Administration Team
  • Support key areas including allocations, mutual exchanges, aids and adaptations, post management, and tenancy administration
  • Manage the triage and acknowledgement of complaints
  • Undertake Stage 1 complaint investigations
  • Monitor trends through root‑cause analysis and support improvements
  • Produce regular complaint performance reports and briefings for senior managers
  • Oversee key areas of administration such as allocations, mutual exchanges, aids and adaptations, tenancy changes, CRM updates, post and document management
  • Maintain and improve administrative and complaints processes, templates, scripts and quality standards
  • Support engagement with the Housing Ombudsman

Requirements:

  • Strong leadership abilities
  • Confidence to motivate and develop staff
  • Excellent written and verbal communication skills
  • Solid understanding of the Housing Ombudsman’s Complaint Handling Code, housing legislation, tenancies, leases
  • Knowledge of key administrative processes (allocations, mutual exchanges, aids and adaptations)
  • Strong organisational skills
  • Ability to manage competing priorities
  • Confidence using specialist housing systems, CRM platforms, and Microsoft Office applications
  • Customer‑focused
  • Resilient under pressure
  • Detail‑driven
  • Committed to fairness, professionalism, and high standards
  • Demonstrable competence in handling formal complaints in line with policies, legislation, and regulatory expectations
  • Ability to remain calm, professional, and solutions‑focused under pressure
What we offer:
  • Annual Leave: Starting at 25 days, plus bank holidays and 1.5 days complimentary leave, 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

Additional Information:

Job Posted:
March 25, 2026

Expiration:
April 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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