Complaint Specialist

MTVH; East Midlands; Hybrid; GBP 31,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Job summary

MTVH is seeking a Complaint Specialist in Beeston. You will resolve complex complaints, including CEO and public inquiries, with a focus on fair resolutions. The role involves working hybrid and collaborating with senior figures to improve the customer journey.

You will lead root cause analysis, drive improvements, and report progress to MTVH executives, the Housing Ombudsman, MPs and councillors. This is a permanent, hybrid position.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Ability to communicate with senior leaders and MPs where appropriate.
• Exceptional organisation and written communication skills.

Responsibilities

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

Skills

Customer dispute resolution

Senior leaders communication

Report writing

Root cause analysis

Organisation

Policy/ombudsman liaison

Job description

Complaint Specialist

Location: Beeston, NG9 1LA

Salary Banding: £30,629 - £32,241 based on 37.5hr week

Contract Type: Permanent

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