Customer Engagement & Insight Officer

Overview

Handle customer complaints, analyze trends, and drive service improvements.

Key Responsibilities

• complaints tracker
• timeline management
• response writing
• data analysis
• trend identification
• customer communication

Tasks

Maintain an up-to-date complaints tracker to monitor the status and progress of all complaints. Work with key business areas to establish realistic and achievable timelines for complaint resolution. Identify improvements and lessons learned from complaints and ensured these are shared. Provide clear and concise information to customers regarding the status and resolution of their complaints. Write quality complaint responses to ensure consistency that is in line with Thrives complaints policy and the Housing Ombudsman Complaints code. You will also play a key role in driving service excellence by identifying trends, root causes, and opportunities for improvement. Through data analysis, customer feedback, and cross-departmental collaboration, you’ll help shape a culture of continuous learning and customer-focused improvement across Thrive Homes. Monitor actions identified as part of complaint to ensure completion. Acknowledge and respond to customer complaints in a timely and professional manner.

Requirements

• excel
• complaint management
• analytical
• problem solving
• communication
• teamwork

What You Bring

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. Ability to role model our core behaviours, with a focus on trust and respect for everyone. Excellent Microsoft Excel skills Technical expertise in complaint management, customer service, quality assurance and the ability to write a formal response. Strong analytical and problem-solving skills. Thrive Homes is seeking a highly skilled and motivated Customer Engagement & Insight Officer to join our Customer Services team. In this pivotal role, you will take ownership of investigating and responding to customer complaints in line with the Housing Ombudsman’s Complaint Handling Code, ensuring fair, transparent, and timely outcomes. Excellent communication and interpersonal skills. Ability to work independently and as part of a team.

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About Thrive Homes Uk

-Founded with a mission to deliver affordable, sustainable homes in thriving communities. -Specializes in the development, construction, and management of residential properties. -Focus on creating homes that enhance quality of life while supporting the broader community. -Active in both the construction and the long-term management of housing estates. -Works in partnership with local authorities, developers, and other housing organizations. -Experienced in both new builds and the refurbishment of existing properties. -Committed to delivering homes that cater to a diverse range of community needs.

Sector Specialisms

Interview Process

-interviews dates: to be confirmed

Security Clearance

-basic dbs check required for relevant roles