Senior Complaints Handler

4 weeks ago

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

Senior Complaints Handler / Senior Engagement & Insight Officer
Hemel Hempstead (Hybrid/Smart Working)
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.
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. 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.
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
Line management experience
Technical expertise in complaint management, customer service, and quality assurance is essential.
Excellent communication and interpersonal skills.
Excellent Microsoft Excel skills
Flexible and adaptable to change.
Annual Leave - 25 days per year increasing by length of service (up to 30 days)
Buy or sell annual leave
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
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 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. 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.

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