Complaint Specialist

Complaints & Resolution Specialist

Location: Beeston, Nottingham, NG9 1LA

Salary Banding: £30,629 - £32,241

Contract Type - 12 Month Fixed Term - Full Time 37.5hrs per week

We're looking for a proactive, resilient, and detail-driven Complaints & Resolution Specialist to join our central team at MTVH. This is a high-profile role where you'll take ownership of complex complaints, working closely with MPs, the Ombudsman, and senior stakeholders to deliver fair outcomes and drive continuous service improvement.

• Act as the key point of contact for Stage 1 Central Services complaints, MP enquiries, and Ombudsman investigations
• Take ownership of complex and sensitive cases, ensuring effective resolution within agreed timeframes
• Review and triage incoming complaints, allocating them appropriately or progressing them for formal investigation
• Build strong relationships with Ombudsman adjudicators, MPs, Regional Directors, and internal teams
• Prepare high-quality Ombudsman investigation packs, ensuring accuracy and completeness
• Collaborate with stakeholders to identify root causes, implement solutions, and improve services
• Maintain excellent case records using internal systems
• Ensure adherence to budgetary processes and best practice standards

What we're looking for:

• Proven experience in complaint management within a social housing environment
• Strong understanding of Housing Ombudsman policy and sector processes
• Excellent communication skills at all levels, both internal and external
• Ability to influence and lead stakeholders to drive complaint resolution
• Confidence to make decisions outside of standard policy where appropriate
• Strong understanding of business KPIs and your role in achieving them
• Ability to identify customer needs and deliver customer-focused outcomes
• Highly organised with the ability to work under pressure & manage your own workload
• Exceptional attention to detail and record-keeping standards
• Excellent written and verbal communication skills

Why join us....
• Play a key role in handling high-impact, visible cases
• Influence real change and service improvement across the organisation
• Work with a collaborative, purpose-driven team

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.

We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.

We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.

A member of the National Housing Federation the G15 ? which represents London?s largest housing associations ? we influence policy for the benefits of our residents and the wider sector.

In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We?ll do this by listening to our customers and working alongside them.

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