Complaint Handler

Complaint Handler / Customer Engagement & Insight Officer 

Salary up to £35,212 Per Annum Plus Benefits 

Hemel Hempstead, Hertfordshire (Hybrid/Smart Working) 

Fixed Term Contract, Full Time  

37 hours per week (Monday – Friday, Flexibility Negotiable)  

Thrive Homes is seeking a highly skilled and motivated Customer Engagement & Insight Officer to join our Customer Services department.  

As a crucial member of the team, your main responsibilities will be to investigate and respond to complaints in line with the Housing Ombudsman’s Complaint Handling Code. As part of this, you will identify learnings and areas for service improvement.  

Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrive's state-of-the-art offices.  

Responsibilities:  

· Acknowledge and respond to customer complaints in a timely and professional manner.  

Provide clear and concise information to customers regarding the status and resolution of their complaints.  

· Write quality complaint responses to ensure consistency that is in line with Thrives complaints policy and the Housing Ombudsman Complaints code.  

· Identify improvements and lessons learned from complaints and ensured these are shared.  

· Maintain an up-to-date complaints tracker to monitor the status and progress of all complaints. Work with key business areas to establish realistic and achievable timelines for complaint resolution.  

· Monitor actions identified as part of complaint to ensure completion.  

· Contribute to deliver Thrives customer ambition.  

Requirements:  

· Technical expertise in complaint management, customer service, quality assurance and the ability to write a formal response.  

· Ability to role model our core behaviours, with a focus on trust and respect for everyone.  

· Excellent communication and interpersonal skills.  

· Strong analytical and problem-solving skills.  

· Excellent Microsoft Excel skills  

· Ability to work independently and as part of a team.  

· Flexible and adaptable to change.  

Closing date: 13th June 2025  

Interviews Dates: To be confirmed  

Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.  

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.  

The Company 

Thrive Homes is an award-winning housing association with a strong track record in the housing sector and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people can Thrive. We manage over 5,000 properties and are continuing to build new homes each year. 

Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrive's state of the art offices.