Complaint Specialist

Connexions Thames Valley; Skelmersdale; Hybrid; GBP 31,000 - 32,000; Full time

Job summary

MTVH in Beeston is seeking a Specialist Complaint Handler to resolve complex cases, including CEO complaints, and to respond to inquiries from MPs, Councillors, and the Ombudsman. You will support the Customer Care Team and drive improvements in the customer journey.

You will engage with senior stakeholders, prepare progress updates, and contribute to root-cause analysis to enhance service delivery. Hybrid working and a 37.5-hour week are involved.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Ensures appropriate actions and remedies are taken to resolve escalated problems.
• Confident communicating with senior leaders and MPs where appropriate.
• Exceptional organisational skills and ability to manage multiple cases.
• Excellent written communication and report writing for senior executives.

Responsibilities

• Resolve complex complaints, including 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 contribute to improvements in the customer journey.
• Build relationships with senior executives at MTVH, the Housing Ombudsman, MPs, Councillors and the Policy Team.
• Work as a team to ensure disputes are resolved fairly and clearly.

Skills

Complaint resolution

Customer disputes

Senior leadership comms

Organisation

Written communication

Job description

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.

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