Current jobs related to Senior Complaints Handler - Lane Cornwall - Thrive homes

  • Housing Damp

    2 months ago

    Cornwall, United Kingdom Ocean Housing Full time

    Ocean Housing has an exciting opportunity for someone who has experience of supporting an organisation with their zero tolerance approach to damp and mould and disrepair in properties.The Property Condition and Disrepair Co-ordinator (as it is known internally) will work under the guidance of the Senior Property Services Manager (Assets and Energy...

  • Customer Care Team Leader

    3 weeks ago

    Lane Head, United Kingdom Sofology Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Care Team Leader to join our team at Sofology. As a key member of our customer-facing team, you will be responsible for leading a team of customer care professionals and ensuring that our customers receive exceptional service and support.Key ResponsibilitiesTeam Leadership: Lead a team of...

  • Customer Care Team Leader

    3 weeks ago

    Lane Head, United Kingdom Sofology Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Care Team Leader to join our team at Sofology. As a key member of our customer-facing team, you will be responsible for leading a team of customer care professionals and ensuring that our customers receive exceptional service and support.Key ResponsibilitiesTeam Leadership: Lead a team of...

  • Compliance Manager

    2 weeks ago

    Cornwall, United Kingdom Ocean Housing Full time

    About the RoleOcean Housing Ltd, a leading provider of housing services, is seeking a highly skilled Compliance Manager to join their Property Services Team.As a key member of the team, you will be responsible for ensuring the highest standards of health and safety compliance across all property services functions, including legionella, fire safety, gas...

  • Compliance Manager

    2 weeks ago

    Cornwall, United Kingdom Ocean Housing Full time

    About the RoleOcean Housing Ltd, a leading provider of housing services, is seeking a highly skilled Compliance Manager to join their Property Services Team.As a key member of the team, you will be responsible for ensuring the highest standards of health and safety compliance across all property services functions, including legionella, fire safety, gas...

  • Compliance Manager

    2 weeks ago

    Cornwall, United Kingdom Ocean Housing Full time

    Ocean Housing Ltd, our core business, has an exciting opportunity for a *Compliance Manager (M&E) to join their Property Services Team. Under the overall management from the Head of Property Services you will be responsible for all Health & Safety property compliance relating to the performance of Property Services functions including legionella, fire...

  • Environmental Crime Enforcement Specialist

    4 days ago

    Sutton Lane Ends, United Kingdom Kingdom Group Full time

    Job Title: Environmental Crime Enforcement OfficerKingdom Group is seeking a highly motivated and dedicated Environmental Crime Enforcement Officer to join our team. As a key member of our enforcement team, you will play a crucial role in maintaining public health, safety, and environmental standards by enforcing environmental laws and regulations.Key...

  • Environmental Crime Enforcement Specialist

    4 days ago

    Sutton Lane Ends, United Kingdom Kingdom Group Full time

    Job Title: Environmental Crime Enforcement OfficerKingdom Group is seeking a highly motivated and dedicated Environmental Crime Enforcement Officer to join our team. As a key member of our enforcement team, you will play a crucial role in maintaining public health, safety, and environmental standards by enforcing environmental laws and regulations.Key...

Senior Complaints Handler

4 months ago

Lane Cornwall, United Kingdom Thrive homes Full time €37,742

Senior Complaints Handler / Senior Engagement & Insight Officer Hemel Hempstead (Hybrid/Smart Working) Salary £37,742.00 Per Annum Plus Benefits Fixed Term Contract (Maternity Cover 12-18 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. Additionally, you will provide comprehensive advice and guidance in accordance with Thrive's Complaints Policy and the Housing Ombudsman Code, thereby effectively supporting the team and the broader business. By collaborating with the wider business, you will ensure that complaints are resolved on time, issues are mitigated, high-risk cases are identified, and trend information is provided. 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:

  • Handling all complaints from receipt to resolution including liaising with customers, diagnosing, logging, monitoring, responding to and quality checking
  • 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.
  • Support the Customer Experience Lead in ensuring that Thrive remains compliant with the Housing Ombudsman Code of Complaints.
  • Scrutinise and summarise customer feedback and produce reports which highlight trends and lessons learned for Leadership Team and wider business.
  • Engage with customers directly by leading focus groups and holding customer voice events both in person and online
  • Co-ordinate and analyse customer surveys and feedback
  • Contribute to delivering Thrive’s customer ambition.
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.
  • Flexible and adaptable to change.
Benefits: Thrive’s Top 10
  • Annual Leave - 25 days per year increasing by length of service (up to 30 days)
  • Buy or sell annual leave
  • Generous family friendly provision
  • Pension - Thrive Homes will pay double your contribution (up to 10%).
  • Discretionary Bonus
  • Life assurance - a payment of 3x your salary
  • Health Cash Plan - facility to claim cashback for dental, optical and physiotherapy costs, alongside wellness services.
  • Virtual GP Service (available 24/7)
  • Wellbeing reward scheme (earn vouchers through a health app)
  • A range of engagement activities aimed at building team morale, supporting both physical and mental health, and celebrating all things that make us different
All roles at Thrive are subject to a basic DBS check. Closing date: 12th June 2024 Interviews Dates: To be confirmed 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. About Thrive Thrive Homes is an award-winning housing association with a strong track record and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people enjoy living. We manage over 5,000 properties and are continuing to build new homes each year. Thrive’s Approach Thrive is an exciting place to work. We challenge ourselves and others to deliver results and think differently. We share positive experiences and messages, with trust and respect at the core of every relationship. Our leaders adopt a coaching and mentoring approach - enabling and empowering others to deliver. We embrace change and encourage a strong focus on positive outcomes. We value agile working arrangements from our offices in Apsley, Hertfordshire and we pride ourselves on looking after our colleagues by offering progressive careers and a full range of modern benefits, as we continue to grow as an organisation and aim to attract the very best people. Thrive homes are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. This commitment is at the core of our understanding the importance of different voices, experiences, perspectives and backgrounds. We actively encourage all applicants that are suitable for the role, from diverse career paths and backgrounds and from all sections of the community. As committed members of Inclusive Employers and a Disability Confident Committed employer, we remain steadfast to a fair recruitment process. If you have any accessibility needs and require reasonable adjustment, please contact us