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Client:
Location:
Hemel Hempstead, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
20450d3f1316
Job Views:
5
Posted:
02.06.2025
Expiry Date:
17.07.2025
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Job Description:
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.
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