Thrive Homes is seeking a highly skilled and motivated Customer Engagement & Insight Officer to join our Customer Services team. In this pivotal role, you will take ownership of investigating and responding to customer complaints in line with the Housing Ombudsman’s Complaint Handling Code, ensuring fair, transparent, and timely outcomes.
You will also play a key role in driving service excellence by identifying trends, root causes, and opportunities for improvement. Through data analysis, customer feedback, and cross-departmental collaboration, you’ll help shape a culture of continuous learning and customer-focused improvement across Thrive Homes.
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.
· Contribute to deliver Thrives customer ambition.
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.
· Excellent Microsoft Excel skills
· Ability to work independently and as part of a team.
· Flexible and adaptable to change.
Closing date: Friday 28th November 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