Complaint Coordinator

MTVH; East Midlands; Hybrid; GBP 29,000 - 31,000; Full time

Benefits offered by this job

Free on-site parking

Job summary

Metropolitan Thames Valley Housing (MTVH) is seeking a Complaint Coordinator in Beeston, Nottingham to investigate and coordinate Stage 1 responses and, with experience, Stage 2 complaints. The role requires strong customer service focus and collaboration across the organisation.

Hybrid working: 2–3 days from home; full-time hours across a 37.5-hour week, with on-site parking and a Beeston office base. You will support residents and work with senior managers to drive timely, fair resolutions.

Qualifications

• Experience in resolving customer disputes.
• Excellent organisation and time management to meet response timeframes.
• Negotiation and persuasion skills to achieve outcomes.
• Empathy towards customers and their frustrations.
• Clear and effective verbal and written communication.

Responsibilities

• Investigate and coordinate responses for Stage 1 complaints; with experience, Stage 2 complaints.
• Collaborate with teams across the business to achieve fair resolutions.
• Identify process faults and suggest improvements to the customer journey.
• Guide and influence constructive change within the organisation.

Skills

Customer dispute resolution

Organization

Time management

Negotiation

Empathy

Communication skills

Job description

Complaint Coordinator - 12 Month Fixed Term Contract

Location: Beeston, Nottingham, NG9 1LA

Salary: £29,025 - £30,553- Hybrid Working based on a 37.5hr week

Free on-site parking subject to avaliablity

At Metropolitan Thames Valley Housing, we have an amazing opportunity for a passionate and customer-service focused Complaint Coordinator to join our Complaints Team based in Beeston, Nottingham.

As a Complaint Coordinator you will be responsible for investigating and coordinating responses for Stage 1, and with further experience, Stage 2 complaints. This requires independent inquiry and collaboration with teams across the business to achieve fair and successful resolutions for our customers. You will play a key role in guiding and influencing constructive change within the organisation by identifying process faults and possible improvements to the customer journey.

This is a unique opportunity for someone with drive, empathy, and excellent communication skills to make a positive impact on the lives and satisfaction of our residents, while building strong relationships with senior executives and managers across MTVH.

We’re looking for someone who will…

• Be able to work on a hybrid basis, working 2-3 days per week from home and the rest from our Beeston office.
• Possess prior knowledge and experience in resolving customer disputes.
• Demonstrate exceptional organisation and time management, adhering to set timeframes for responses.
• Negotiate and persuade effectively to achieve a desired outcome.
• Advocate for our customers and show empathy towards their frustrations and needs.
• Apply best judgement to each individual situation and have an objective and pragmatic approach to problem-solving.
• Deliver clear and comprehensive communication, across verbal and written platforms, at all times.

Interview Diary Date: To be confirmed