Senior Complaints Handler / Team Lead (Housing / Repairs) Hemel Hempstead, Hertfordshire (Hybrid Working) £38,325.00 per annum Permanent, Full Time (37 hours per week) Thrive Homes are seeking 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 Ombudsman s Complaint Handling Code, relevant regulatory requirements, and Thrive s internal policies and procedures. This key role will provide daily supervision, coaching and performance management for a team of eight, ensuring wellbeing and development in line with organisational policies. 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: Oversee a high volume of complaints correspondence, ensuring complaints and service requests are correctly identified, logged, prioritised and allocated. Allocate and monitor caseloads, records and response deadlines to ensure complaints are progressed in line with policy and agreed timescales, taking action where cases are at risk of delay and escalating high-risk matters where appropriate. Act as the first point of support for complaint handling queri