Complaints Resolution Manager (Housing / Repairs)
Hemel Hempstead, Hertfordshire (Hybrid Working)
£41,725 per annum
Permanent, Full Time
37 hours per week
Thrive Homes is recruiting a Complaints Resolution Manager to lead the effective delivery of its complaints service. This role will take responsibility for managing complex and escalated cases, coordinating engagement with the Housing Ombudsman, producing reports and insight, and ensuring that learning and service improvements are embedded across the organisation.
We are looking for an individual with strong complaints and regulatory expertise, proven experience handling complex cases, and confidence working with data, reporting, and senior stakeholders.
Other Responsibilities:
Provide line management and professional support as required, ensuring the complaints service operates effectively and colleagues are supported in line with organisational policies.
Investigate, respond to and resolve complaints, including complex or escalated cases, a...