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Complaints & Engagement Officer

1 month ago

Hemel Hempstead Hertfordshire, United Kingdom Thrive homes Full time €35,212

Customer Engagement & Insight Officer / Case Handler (Complaints)
Hemel Hempstead (Hybrid/Smart Working)
Temporary Fixed Term Contract, Full Time (Fixed Term Contract)
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 manage complaints, ensure compliance with the Housing Ombudsman Code of Complaints, and identify areas for improvement based on feedback and customer satisfaction.
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. Quality check responses before they go out to ensure consistency and in line with Thrives complaints policy.
Updating and sharing complaints dashboards with the business to ensure complaints are responded to in timescales.
Engage with customers directly by leading focus groups and holding customer voice events both in person and online.
Co-ordinate customer surveys and feedback.
Speak to customers who have complained to discuss how complaints can be resolved.
Deliver training and feedback to the wider business on customer experience.
Technical expertise in complaint management, customer service, quality assurance and the ability to write a formal response.
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
All roles at Thrive are subject to a basic DBS check.
On this basis we would advise that applications are submitted as soon as possible.
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. Our leaders adopt a coaching and mentoring approach - enabling and empowering others to deliver. 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.