Complaint Specialist

Metropolitan Thames Valley; Beeston; On-site; GBP 32,000 - 45,000; Full time

Job summary

Metropolitan Thames Valley is seeking a Specialist Complaint Handler to resolve complex complaints, including CEO and high-profile enquiries from MPs, Councillors and the Ombudsman. You will support the Customer Care Team to deliver effective resolutions and drive improvements across the customer journey.

You will work with senior executives and external bodies, using root cause analysis to enhance customer satisfaction and drive ongoing quality enhancements within MTVH.

Qualifications

• 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 MPs where appropriate.
• Exceptional Organisation and written communication skills.
• Report writing to provide regular updates to senior executives on progress.

Responsibilities

• Resolve complex complaints, CEO complaints and MP/Councillor/Ombudsman enquiries.
• Support the wider Customer Care Team to deliver satisfactory resolutions.
• Develop customer satisfaction through root cause analysis and continuous improvements for the customer journey.
• Build relationships with senior executives, The Housing Ombudsman, MPs and policy teams.

Skills

Dispute resolution

Stakeholder communication

Organisational skills

Written communication

Report writing

Senior leadership engagement

Job description

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.

• 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