Fixed Term Contract - 12 months Full Time, 37 hours per week (Flexibility available) We have an opportunity for a Complaints Coordinator to join our Customer Insight and Engagement team. As a Complaints Coordinator you will play a crucial role in helping us meet our promises to our customers. You will proactively support with responding to customers regarding the status and resolution of their complaints and effectively collaborate with Complaint Investigators to document and distribute actions and lessons learned. Other Responsibilities: Setting out timelines and monitoring progress of completion of various actions relating to complaints, learnings, or publication recommendations from the Housing Ombudsman. Efficiently processing and managing a high volume of complaints correspondence, ensuring all records are accurately updated and filed to support investigators. Contributing to delivering our customer ambition to improve customer experience by preventing complaints escalating by ensuring our promises are met. Requirements: Experience in a similar administrative role Excellent organisational skills with the ability to manage multiple tasks and maintain attention to detail Strong communication skills, both written and verbal Strong customer service skills with an ambition to drive and improve customer satisfaction. Skilled in using Excel ideally to an intermediate level, as well as comfortable using Outlook and adapting to internal systems and processes. 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: Tuesday 11th March 2025 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. 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 Thrive. We manage over 5,000 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 Thrive's 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 Flexible benefit scheme (up to £900 p/a) you have access to the following optional benefits: 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 Thrive’s 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 benefits.We 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