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- Tasks: Lead a team handling customer complaints and ensure swift resolutions.
- Company: Thrive Homes is a forward-thinking housing provider focused on customer satisfaction.
- Benefits: Enjoy hybrid working, flexible hours, and a competitive salary with additional perks.
- Why this job: Join a dynamic team that values your input and promotes a positive work culture.
- Qualifications: Experience in line management and complaint handling is essential; strong communication skills required.
- Other info: This is a fixed-term contract covering maternity leave for 9 months.
The predicted salary is between 32000 - 43000 £ 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.
Requirements:
- 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 in Hemel Hempstead 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 in Hemel Hempstead
✨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 effective 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.
✨Tip Number 3
Highlight your analytical skills by preparing to discuss how you've used data to improve customer service or resolve complaints. This will show that you can contribute to insights reporting effectively.
✨Tip Number 4
Research Thrive Homes' values and culture. Being able to articulate how your personal values align with theirs will make a strong impression during the interview process.
We think you need these skills to ace Customer Team Leader(Complaints) / Senior Engagement and Insights in Hemel Hempstead
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 in handling complaints.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities mentioned in the job description. Emphasise your ability to manage teams, conduct quality assurance checks, and promote a positive complaints culture.
Showcase Your Skills: In your application, clearly outline your analytical and problem-solving skills. Provide examples of how you've used these skills in previous roles, particularly in relation to customer service and complaint resolution.
Highlight Flexibility and Adaptability: Since the role requires flexibility and adaptability, mention any experiences where you successfully adapted to changes in your work environment or processes. This will show that you can thrive in 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 led teams in the past, focusing on your ability to motivate and support your team members.
✨Understand the Complaints Process
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 the complaints handling process within the team.
✨Highlight Your Analytical Skills
Given the role's emphasis on insights and reporting, prepare to discuss your experience with data analysis. Bring examples of how you've used analytical skills to identify trends and drive service improvements in previous roles.
✨Demonstrate Flexibility and Adaptability
Thrive values flexibility, so be prepared to discuss how you've adapted to change in past positions. Share specific instances where you've successfully navigated challenges and maintained productivity in a dynamic environment.
