Complaint Coordinator

Metropolitan Thames Valley; Nottingham; 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 to join our Beeston-based Complaints Team. You will investigate and coordinate responses for Stage 1 and, with experience, Stage 2 complaints, working with teams across MTVH to achieve fair resolutions for residents.

The role offers hybrid working (2–3 days from home) and on-site parking. You will identify process improvements, communicate clearly, and support customers with empathy while meeting deadlines.

Responsibilities

• Investigate and coordinate responses for Stage 1 complaints, with progression to Stage 2 with experience.
• Collaborate with teams across MTVH to achieve fair resolutions for customers.
• Identify process faults and improvements to the customer journey.
• Manage timeframes and communicate clearly and empathetically with residents.

Job description

Complaint Coordinator - 12 Month Fixed Term Contract

Location: Beeston, Nottingham, NG9 1 LA

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

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.

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