Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Investigate and respond to customer complaints while identifying service improvements.
- Company: Thrive Homes is an award-winning housing association focused on affordable homes and community development.
- Benefits: Enjoy hybrid working options, flexible hours, and a supportive work environment.
- Why this job: Join a dynamic team dedicated to enhancing customer experience and making a real impact.
- Qualifications: Strong communication skills, analytical mindset, and experience in complaint management required.
- Other info: Applications close on 13th June 2025; apply early to secure your chance!
The predicted salary is between 29000 - 35000 £ per year.
Salary up to £35,212 Per Annum Plus Benefits
Hemel Hempstead, Hertfordshire (Hybrid/Smart Working)
Fixed Term Contract, 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 Thrive's complaints policy and the Housing Ombudsman Complaints code.
- Identify improvements and lessons learned from complaints and ensure 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 Thrive's 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: 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.
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.
Complaint Handler / Customer Engagement & Insight Officer employer: Thrive Homes
Contact Detail:
Thrive Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Handler / Customer Engagement & Insight Officer
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman's Complaint Handling Code. Understanding this code will not only help you in your role but also demonstrate your commitment to effective complaint management during interviews.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've identified improvements from past complaints. Be ready to discuss specific instances where your insights led to positive changes in service delivery.
✨Tip Number 3
Highlight your communication skills by practising clear and concise responses to hypothetical customer complaints. This will prepare you for potential role-play scenarios during the interview process.
✨Tip Number 4
Research Thrive Homes and their customer engagement strategies. Being knowledgeable about their mission and values will allow you to align your answers with their goals, making you a more attractive candidate.
We think you need these skills to ace Complaint Handler / Customer Engagement & Insight Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements. Highlight your relevant experience in complaint management and customer service in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the role of Complaint Handler / Customer Engagement & Insight Officer. Emphasise your technical expertise in complaint management and your ability to write formal responses.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer engagement and your understanding of the Housing Ombudsman’s Complaint Handling Code. Use specific examples from your past experiences to demonstrate how you can contribute to Thrive Homes.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Thrive Homes
✨Understand the Complaint Handling Code
Familiarise yourself with the Housing Ombudsman’s Complaint Handling Code. Being able to discuss its principles and how they apply to your role will demonstrate your commitment to effective complaint management.
✨Showcase Your Communication Skills
Prepare to provide examples of how you've effectively communicated with customers in previous roles. Highlight your ability to write clear and concise responses, as this is crucial for the position.
✨Demonstrate Analytical Thinking
Be ready to discuss how you identify improvements from complaints. Share specific instances where your analytical skills led to service enhancements or resolved complex issues.
✨Emphasise Flexibility and Adaptability
Since Thrive promotes a flexible working environment, illustrate your adaptability to change. Provide examples of how you've successfully adjusted to new processes or challenges in past roles.
