Complaint Resolution Specialist - Hybrid (12-Month FTC)

Mtvh; Beeston; Hybrid; GBP 29,000 - 31,000; Full time

Benefits offered by this job

Free on-site parking

Hybrid working

Job summary

Metropolitan Thames Valley Housing is seeking a Complaint Coordinator to join the Complaints Team in Beeston. This 12-month fixed-term contract focuses on investigating and coordinating Stage 1 responses, with scope to manage Stage 2 complaints as you gain experience.

You will collaborate across departments to achieve fair resolutions, identify process improvements, and advocate for residents with empathy and clear, timely communication.

Qualifications

• Must have prior knowledge and experience in resolving customer disputes.
• Demonstrate exceptional organisation and time management, adhering to set timeframes for responses.
• Deliver clear and comprehensive communication, across verbal and written platforms, at all times.

Responsibilities

• Investigate and coordinate Stage 1 complaint responses.
• Coordinate Stage 2 complaints as experience grows.
• Collaborate with teams across the business to achieve fair resolutions for residents.
• Identify process faults and suggest improvements to the customer journey.

Skills

Complaint handling

Customer service

Time management

Communication skills

Negotiation skills

Empathy

Job description

Metropolitan Thames Valley Housing is seeking a Complaint Coordinator to join the Complaints Team in Beeston. This 12-month fixed-term contract focuses on investigating and coordinating Stage 1 responses, with scope to manage Stage 2 complaints as you gain experience.

You will collaborate across departments to achieve fair resolutions, identify process improvements, and advocate for residents with empathy and clear, timely communication.