Complaints Resolution Officer Complaints Handler (Housing Repairs)
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Job Location:
Hemel Hempstead - UK
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Fixed Term Contract until1September2026
Full Time37 hours per week
Thrive Homesareseekingfor a Complaints Handler toberesponsible forinvestigating and resolving customer complaintsin accordance withThrivesComplaints Policy the Housing Ombudsmans Complaint Handling Code and all other applicable regulatory standards.
Its purpose is to ensure complaints are handled fairly that issues are appropriately addressed when service has fallen short and that firsttime resolution is achieved wherever possible.
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:
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Manage andprioritisea caseload of complaints planning work effectively to meet response timescales and achieve fairtimelyand first-time resolution wherever possible.
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Produce clear highquality complaint responses including speaking with customers where needed to fully understand the issues andidentifywhen escalation isrequired.
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Manage a high volume of complaints correspondence including contributing to the monitoring of the complaints inbox and ensuring new complaints additionalpoints and escalations areidentifiedloggedand triaged accurately and promptly.
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Work collaboratively with colleagues and service areas to gather informationagreeactions and realistic timescales and monitor progress until complaints are fully resolved and agreed actions have been completed.
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Facilitate case discussions with service areas to progress new complaints and resolve outstanding actions on existing and closed cases.
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Recognisecomplex or sensitive complaints and escalate appropriately contributing to case discussions or review meetings to support resolution and ensureappropriate oversight.
Requirements:
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Good experienceinvestigating and responding to formal complaints in housingrepairsor a regulated environment.
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Handling complaints end-to-end including investigation liaison with services or contractors and issuing written responses.
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Working knowledge of complaints procedures and Housing Ombudsman Code.
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Experience working in line with a complaints policy servicestandardsor regulatory framework ideally including awareness of the Housing Ombudsman Complaint Handling Code.
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Direct customer contact and handling challenging conversations.
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Experience speaking with customers to understand concerns explain outcomes and manage difficult or sensitive situations professionally and fairly.
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Managing a personal caseload of complaints and meeting response deadlines.
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Prioritising work managing multiple cases and working to service standards or response timescales.
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Working collaboratively with internal teams or contractors to resolve complaints.
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Evidence of working with multiple stakeholders to gather information agree actions and progress issues to resolution.
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Using case management or CRM systems and Microsoft Office (Word and Excel) to manage cases andmaintainrecords.
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Experience updating systemsmaintainingrecordsand using spreadsheets or documents to track or manage work.
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:14thApril 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.
INDAD
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 manage over 5000 properties and are continuing to build new homes each year.
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 Thrives state of the art offices.
The Benefits
Benefit 1
Benefit 2
Benefit 3
Benefit 4
The Values
- Innovation
We are creative and fearless in our work.
- Accountability
We take ownership of our work and lead from the front.
- Teamwork
We collaborate widely and build supportive environments.
Generous family friendly provision
Pension
we will pay double your contribution (up to 10%).
Discretionary Bonus
Life assurance
a payment of 3x your salary
Virtual GP Service
(available 24/7)
Wellbeing reward scheme
(earn vouchers through a health app)
Free Financial Advisor service
(includes savings mortgage debt & pension advice)
A range of engagement activities aimed at building team morale supporting both physical and mental health and celebrating all things that make us different!
Buy or Sell annual leave
You will receive basic 25 days annual leave p/a increasing by length of service (up to 30 days)
Cycle to work
Retail Vouchers & Discount Scheme
PLACEHOLDER 4
Car Benefit scheme
Health Cash Plan
facility to claim cashback for dental optical and physiotherapy costs alongside wellness services.
Annual Health Screening
(BUPA)
PLACEHOLDER 8
Thrives Approach
Thrive is an exciting place to work. We challenge ourselves and others to deliver results and think differently. We share positive experiences and messages with trust and respect at the core of every relationship. Our leaders adopt a coaching and mentoring approach - enabling and empowering others to deliver. We embrace change and encourage a strong focus on positive outcomes. We value agile working arrangements from our offices in Apsley Hertfordshire and we pride ourselves on looking after our colleagues by offering progressive careers and a full range of modern continue to grow as an organisation and aim to attract the very best people.
Thrive homes are committed to fostering cultivating and preserving a culture of diversity equity and inclusion. This commitment is at the core of our understanding the importance of different voices experiences perspectives and backgrounds. We actively encourage all applicants that are suitable for the role from diverse career paths and backgrounds and from all sections of the community.
As committed members of Inclusive Employers and a Disability Confident Committed employer we remain steadfast to a fair recruitment process. If you have any accessibility needs and require reasonable adjustment please contact us.
Specific roles at Thrive are subject to a basic DBS check.
Documents
Required Experience:
Unclear Seniority
