Complaints Resolution Team Leader (Housing Repairs)

PermanentFull Time

(37 hours per week)

Thrive Homesareseeking 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 Ombudsmans Complaint Handling Code relevant regulatory requirements andThrivesinternal policies and procedures.

This key role willprovidedaily supervisioncoachingand performance management for a team of eight ensuring wellbeing and development in line withorganisationalpolicies.

While this role is hybrid you willbe requiredto attend our office to gain a thorough understanding of our Repairs department and how itoperates. This will include spending time with colleaguesobservingkey 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 correctlyidentified loggedprioritisedandallocated.

• Allocate andmonitorcaseloads records and response deadlines to ensure complaints are progressed in line with policy and agreed timescalestaking actionwhere cases are at risk of delay and escalating high-risk matters whereappropriate.

• 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.

• Assistwith audits complianceactivityand Ombudsman enquiries ensuring case information and evidence is provided whererequired.

• Work collaboratively with the Complaints Resolution Manager tomaintaincontinuity of service providing cover ordeputisingwhererequired.

• Line management.

Requirements:

• Supervising or line managing staff includingallocatingworkmonitoringperformance supportingdevelopmentand 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 caseallocationand deadline management in a high-volume team workloadsallocatingcases 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.

• Providingoperational guidance and supporting complex or sensitive cases.

• Acting as a first point of contact for colleagues advising on complaint handling or customercasesand 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: 16thMarch 2026

Interviews: To be confirmed

We reserve the right to close this recruitment if it isdeemedthat we have received a suitable number of applications. On this basis we wouldadvisethat applications aresubmittedas 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 andexpertise 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.

INDHIGH