Complaints Team Leader

Complaints Team Leader / Senior Engagement and Insights Officer

Hemel Hempstead, Hertfordshire (Hybrid Working)

Salary £38,496.84 per annum plus benefits

Fixed Term Contract (Maternity Cover 9 months)

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

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

As a vital member of our team, your principal duties will be managing our Complaint Handlers and supervising all service requests. You will be responsible for ensuring that processes are in place to expedite the resolution of service requests. 

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.

Other Responsibilities: 

• Manage the complaints handling team, including ensuring all complaints are logged, allocated, and responded to in line with the Housing Ombudsman Complaint Handling Code.


• Conduct quality assurance checks of complaint responses to ensure they meet compliance and identify any training needs.


• Investigate and respond to complaints from receipt to resolution, including responding to customer queries and compensation offers.


• Collaborate with the wider business to ensure complaints are dealt with on time, issues are recorded and resolved, high risk cases are identified and escalated to management, and trend information is provided.


• Support the team and the wider business by providing comprehensive advice and guidance in line with Thrive’s Complaints Policy and the Housing Ombudsman Code.


• Investigate and gather case files for Housing Ombudsman enquiries. Co-ordinate and carry out case studies and self-assessments for Housing Ombudsman reports, sharing lessons learned with the business.


• Assist with monthly team performance, complaints compliance and insights reporting as well as the annual audit on complaints.


• Promote a positive complaints culture throughout the team and wider business through co-leading complaint feedback sessions to drive service improvements.

Requirements:   

• Line management experience


• Technical expertise in complaint management, customer service, and quality assurance is essential.


• 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. 


• Housing experience is essential.


• Must be flexible and adaptable to change.

Closing date: 13th May 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.