Complaint Specialist at Metropolitan Thames Valley, Waterfront House

Complaint Specialist

Location: Beeston, NG9 1LA

Salary Banding: £30,629 - £32,241 based on 37.5hr week

Contract Type: 12 Months Fixed Term

Hybrid working to be discussed at interview stage

As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries. You may also support the wider Customer Care Team to deliver satisfactory resolutions.

You will work as a team to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution.

You will be responsible for developing customer satisfaction through root cause analysis as well as help defining continuous improvements for the customer journey. You will build relationships with senior executives at MTVH, The Housing Ombudsman, MP's, Councillors and the MTVH Policy Team.

What you'll need to succeed

• Strong knowledge and experience in resolving customer disputes
• Ensures that appropriate actions and remedies are taken internally to resolve escalated customers problems and concerns
• Confident at communicating with senior leaders and members of parliament where appropriate
• Exceptional Organisation
• Excellent communication and written skills
• Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements

Metropolitan Thames Valley Housing (MTVH) provides affordable homes for people living across London, the South East, the East Midlands and the East of England.

Alongside housing, MTVH delivers a range of support services, working with residents who need additional help to live independently and well. This includes specialist support for older people, mental health services and transitional services that provide intensive support to people who are marginalised or vulnerable.

MTVH is committed to building strong, thriving communities. Through training programmes, events and activities, the organisation supports residents to improve employability, build skills and access opportunities that make a meaningful difference to their lives.

In line with the MTVH 2030 strategy ? Your Home, Your Service, Your Future ? diversity, equity and inclusion are central to how MTVH works. A range of colleague networks support gender, ethnicity, sexual orientation and disability, helping to create an inclusive workplace where everyone feels a sense of belonging.

These networks provide a platform for colleagues to share their views, recognise what is working well and influence improvements. By listening, learning, and working together, MTVH continues to strengthen its culture, tackle business challenges and ensure it is serving people better every day.

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.

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