Complaints Resolution Team Leader (Housing / Repairs) in Hemel Hempstead

Hemel Hempstead, Hertfordshire (Hybrid Working) £38,325.00 per annum Permanent, Full Time (37 hours per week)

Thrive Homes are seeking a Senior Complaints Handler / Team Lead to oversee the daily operation of the complaints service, managing the team and ensuring all complaints are logged, assigned, and progressed in accordance with the Housing Ombudsman’s Complaint Handling Code, relevant regulatory requirements, and Thrive’s internal policies and procedures.

This key role will provide daily supervision, coaching and performance management for a team of eight, ensuring wellbeing and development in line with organisational policies. While this role is hybrid, you will be required to attend our office to gain a thorough understanding of our Repairs department and how it operates. This will include spending time with colleagues, observing key processes, and building the knowledge needed to handle related complaints confidently and effectively.

Other Responsibilities:

• Oversee a high volume of complaints correspondence, ensuring complaints and service requests are correctly identified, logged, prioritised and allocated.
• Allocate and monitor caseloads, records and response deadlines to ensure complaints are progressed in line with policy and agreed timescales, taking action where cases are at risk of delay and escalating high-risk matters where appropriate.
• Act as the first point of support for complaint handling queries from the team and wider business, providing advice in line with policy and regulatory requirements.
• Assist with audits, compliance activity and Ombudsman enquiries, ensuring case information and evidence is provided where required.
• Work collaboratively with the Complaints Resolution Manager to maintain continuity of service, providing cover or deputising where required.
• Line management.

Requirements:

• Supervising or line managing staff, including allocating work, monitoring performance, supporting development and managing day-to-day operational issues.
• Complaints handling in social housing or a regulated environment.
• Working in a complaints role and applying complaint handling procedures in line with the Housing Ombudsman Complaint Handling Code or equivalent regulatory standards.
• Workload planning, case allocation and deadline management in a high-volume environment.
• Organising team workloads, allocating cases or tasks, prioritising work and ensuring responses are delivered within policy or regulatory timescales.
• Use of case management systems and Microsoft Excel (intermediate level or above).
• Using systems and spreadsheets to track cases, manage workflows or produce operational information.
• Providing operational guidance and supporting complex or sensitive cases.
• Acting as a first point of contact for colleagues, advising on complaint handling or customer cases and escalating risks appropriately.

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.

Closing date: 2nd March 2026 Interviews: To be confirmed

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.

Thrive Homes and Watford Community Housing are exploring a potential merger that would create a stronger organisation built on shared values and geography. For our people, this means new opportunities to grow, develop, and make an even bigger impact. By combining resources and expertise, we aim to invest more in homes, deliver excellent customer service, and expand affordable housing for local communities, all while offering our staff greater scope to shape their careers in housing.