Complaints Team Leader / Senior Engagement and Insights Officer
Hemel Hempstead, Hertfordshire (Hybrid Working)
Salary £38,496.84 per annum plus benefits
Fixed Term Contract (Maternity Cover 9 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.
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:
1. Manage the complaints handling team, including ensuring all complaints are logged, allocated, and responded to in line with the Housing Ombudsman Complaint Handling Code.
2. Conduct quality assurance checks of complaint respons...