Complaints Handler (Housing / Repairs)

Complaints Handler (Housing / Repairs)Hemel Hempstead, Hertfordshire (Hybrid Working)£36,993.73 per annumFixed Term Contract until 1 September 2026Full Time, 37 hours per weekThrive Homes are seeking for a Complaints Handler to be responsible for investigating and resolving customer complaints in accordance with Thrive''s Complaints Policy, the Housing Ombudsman''s 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 first-time resolution is achieved wherever possible.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: Manage and prioritise a caseload of complaints, planning work effectively to meet response timescales and achieve fair, timely and first-time resolution wherever possible.Produce clear, high-quality complaint responses, including speaking with customers where needed to fully understand the issues, and identify when escalation is required.Manage a high volume of complaints correspondence, including contributing to the monitoring of the complaints inbox and ensuring new complaints, additional points and escalations are identified, ..... full job details .....