Complaint Specialist

Mtvh; Beeston; Hybrid; GBP 31,000 - 32,000; Full time

Job summary

MTVH is seeking a Complaint Specialist in Beeston to resolve complex complaints, including CEO complaints, and to respond to MPs, Councillors and the Ombudsman. You will work with the Customer Care Team to secure fair, clear resolutions.

You will build relationships with senior executives and develop customer satisfaction through root‑cause analysis, while contributing to continuous improvements of the customer journey. Hybrid working will be discussed at interview.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Ability to escalate and resolve customer problems with appropriate remedies.
• Confident communication with senior leaders and MPs where appropriate.
• Excellent organisational skills.
• Excellent written and verbal communication.
• Experience in report writing for senior executives on progress and improvements.

Responsibilities

• Resolve complex complaints, including CEO complaints and MP/council/ombudsman inquiries.
• Work with the Customer Care Team to deliver satisfactory resolutions.
• Develop customer satisfaction through root cause analysis and continuous improvement.
• Build relationships with senior executives and external stakeholders.

Skills

Customer disputes resolution

Escalation handling

Stakeholder communication

Organisation

Written communication

Report writing

Job description

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