Senior Complaints Handler

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

---