Complaint Handler / Customer Engagement & Insight Officer

Thrive Homes UK; Hemel Hempstead; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Thrive Homes UK invites applications for the Customer Engagement & Insight Officer role. The ideal candidate will handle customer complaints in a professional manner, contributing to service improvement. This permanent, full-time position offers a salary of up to £35,212 per annum, flexible working, and excellent benefits, including pension contributions and wellness programs.

Benefits

Generous family-friendly provisions

Discretionary bonus

Life assurance

Virtual GP service

Wellbeing reward scheme

Free financial advisor services

Engagement activities

Qualifications

• Technical expertise in complaint management.
• Ability to write formal responses.
• Capability to role model trust and respect.
• Excellent communication and interpersonal skills.

Responsibilities

• Investigate and respond to customer complaints.
• Provide clear status updates to customers.
• Identify improvements from complaints.
• Maintain complaints tracker for efficiency.

Skills

Excellent communication

Analytical skills

Problem-solving

Customer service

Team collaboration

Job description

Salary up to £35,212 Per Annum Plus Benefits

Published

Published

a day ago

Closing

Closing

in 13 days

This is a Permanent , Full Time vacancy.

The Vacancy

Permanent, Full Time

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 investigate and respond to complaints in line with the Housing Ombudsman’s Complaint Handling Code. As part of this, you will identify learnings and areas for service improvement.

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.

Responsibilities:

Acknowledge and respond to customer complaints in a timely and professional manner.

Provide clear and concise information to customers regarding the status and resolution of their complaints.

Write quality complaint responses to ensure consistency that is in line with Thrives complaints policy and the Housing Ombudsman Complaints code.

Identify improvements and lessons learned from complaints and ensured these are shared.

Maintain an up-to-date complaints tracker to monitor the status and progress of all complaints. Work with key business areas to establish realistic and achievable timelines for complaint resolution.

Monitor actions identified as part of complaint to ensure completion.

Requirements:

Technical expertise in complaint management, customer service, quality assurance and the ability to write a formal response.

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.

Ability to work independently and as part of a team.

Flexible and adaptable to change.

Closing date: 13th June 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.

INDMED

The Company

Thrive Homes is an award-winning housing association with a strong track record in the housing sector and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people can Thrive.We manage over 5,000 properties and are continuing to build new homes each year.

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.

The Benefits

Generous family friendly provision

Pension
we will pay double your contribution (up to 10%).

Discretionary Bonus

Life assurance
a payment of 3x your salary

Virtual GP Service
(available 24/7)

Wellbeing reward scheme
(earn vouchers through a health app)

Free Financial Advisor service
(includes savings, mortgage, debt & pension advice)

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 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.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.

Specific roles at Thrive are subject to a basic DBS check.