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- Tasks: Lead a team handling customer complaints and ensure swift resolutions.
- Company: Thrive Homes is dedicated to providing excellent customer service and flexible working options.
- Benefits: Enjoy hybrid working, competitive salary, and a supportive work environment.
- Why this job: Join a dynamic team focused on improving customer experiences and making a real impact.
- Qualifications: Experience in line management and complaint handling is essential; housing experience preferred.
- Other info: This is a fixed-term contract for maternity cover, offering flexibility in working hours.
The predicted salary is between 30797 - 46800 £ per year.
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.
- 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.
Customer Team Leader (Complaints) / Senior Engagement and Insights Officer employer: Thrive Homes
Contact Detail:
Thrive Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Team Leader (Complaints) / Senior Engagement and Insights Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in interviews but also demonstrate your commitment to compliance and quality assurance in complaint management.
✨Tip Number 2
Showcase your line management experience by preparing examples of how you've successfully led teams in the past. Be ready to discuss specific challenges you faced and how you overcame them, as this will highlight your leadership skills.
✨Tip Number 3
Brush up on your analytical and problem-solving skills. Prepare to discuss how you've used these skills in previous roles to improve processes or resolve complex complaints, as this is crucial for the role.
✨Tip Number 4
Research Thrive Homes and their approach to customer service. Being knowledgeable about their values and practices will allow you to tailor your responses during the interview and show that you're a great fit for their team.
We think you need these skills to ace Customer Team Leader (Complaints) / Senior Engagement and Insights Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint management. Use specific examples that demonstrate your line management skills and technical expertise.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Emphasise your ability to manage a complaints handling team and your experience with quality assurance checks.
Showcase Your Skills: In your application, clearly outline your analytical and problem-solving skills. Provide examples of how you've successfully resolved complaints or improved processes in previous roles.
Highlight Flexibility and Adaptability: Since the role requires flexibility, mention any experiences where you adapted to change or worked in a hybrid environment. This will show that you're a good fit for Thrive's SMART working policy.
How to prepare for a job interview at Thrive Homes
✨Showcase Your Leadership Skills
As a Customer Team Leader, it's crucial to demonstrate your line management experience. Prepare examples of how you've successfully managed teams in the past, focusing on your ability to motivate and guide others through challenges.
✨Understand Complaint Management Processes
Familiarise yourself with the Housing Ombudsman Complaint Handling Code and Thrive's Complaints Policy. Be ready to discuss how you would ensure compliance and improve processes within the complaints handling team.
✨Highlight Your Analytical Skills
Since the role requires strong analytical abilities, prepare to discuss specific instances where you've used data to identify trends or improve service delivery. Bring examples of how you've conducted quality assurance checks and what insights you gained.
✨Demonstrate Flexibility and Adaptability
Thrive values flexibility, so be prepared to discuss how you've adapted to changes in previous roles. Share examples that highlight your ability to remain effective in dynamic environments and how you can support a positive complaints culture.
