Complaint Specialist

MTVH; Nottingham; Hybrid; GBP 31,000 - 32,000; Full time

Job summary

MTVH Beeston is seeking a Complaint Specialist to resolve complex complaints, including CEO concerns, and respond to MP and Councillor inquiries.

You will work with the Customer Care Team to ensure fair resolutions and contribute to improvements in the customer journey, building relationships with senior executives and external stakeholders.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Excellent communication and written skills.
• Report writing to update senior executives on progress.

Responsibilities

• Resolve complex complaints, CEO complaints and MP/enquiry responses.
• Support the wider Customer Care Team to deliver satisfactory resolutions.
• Develop customer satisfaction through root cause analysis and continuous improvements to the customer journey.
• Build relationships with senior executives, MPs, Councillors and MTVH Policy Team.

Skills

Resolving customer disputes

Communication & writing

Report writing

Job description

Complaint Specialist

Location: Beeston, NG9 1LA

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

Contract Type: Perm

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

Interview Diary Date: On or around week commencing 28th September TBA