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: Manage the complaints handling team, including ensuring all complaints are logged, allocated, and responded to in line with the Housing Ombudsman Complaint Handling Code. Conduct quality assurance checks of complaint responses to ensure they meet compliance and identify any training needs. Investigate and respond to complaints from receipt to resolution, including responding to customer queries and compensation offers. Collaborate with the wider business to ensure complaints are dealt with on time, issues are recorded and resolved, high risk cases are identified and escalated to management, and trend information is provided. Support the team and the wider business by providing comprehensive advice and guidance in line with Thrive’s Complaints Policy and the Housing Ombudsman Code. 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. Assist with monthly team performance, complaints compliance and insights reporting as well as the annual audit on complaints. Promote a positive complaints culture throughout the team and wider business through co-leading complaint feedback sessions to drive service improvements. 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. Housing experience is essential. Must be flexible and adaptable to change. Closing date: 20th May 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. INDHIGH 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 Benefit 1 Benefit 2 Benefit 3 Benefit 4 The Values Innovation We are creative and fearless in our work. Accountability We take ownership of our work and lead from the front. Teamwork We collaborate widely and build supportive environments. 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! Flexible benefit scheme (up to £900 p/a) you have access to the following optional benefits: Buy or Sell annual leave You will receive basic 25 days annual leave p/a increasing by length of service (up to 30 days) Cycle to work Retail Vouchers & Discount Scheme PLACEHOLDER 4 Car Benefit scheme Health Cash Plan facility to claim cashback for dental, optical and physiotherapy costs, alongside wellness services. Annual Health Screening (BUPA) PLACEHOLDER 8 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.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. Documents