Complaints Manager

MTVH; Nottingham; Hybrid; GBP 52,000 - 56,000; Full time

Job summary

A leading housing association in the UK is looking for a Complaints Manager to lead the Complaints Team, ensuring exceptional customer experiences. The role involves motivating the team, analyzing complaint data, and collaborating with internal and external partners. Ideal candidates will have strong leadership skills, a deep understanding of complaint handling best practices, and a commitment to customer needs. This position offers a hybrid working model and a competitive salary.

Benefits

Professional development opportunities

Supportive and inclusive culture

Competitive salary and benefits package

Qualifications

• Strong leadership experience to motivate and coach teams.
• Excellent understanding of the Housing Ombudsman Service and Complaint Handling Code.
• Proven ability to analyze data and identify trends.

Responsibilities

• Lead and inspire a team to deliver a compliant complaints service.
• Drive continuous improvement by analyzing data trends.
• Collaborate with internal teams for best practices.

Skills

Leadership

Data analysis

Communication

Customer focus

Job description

Lead the Way in Transforming Customer Experience a MTVH

Complaints Manager
Location:Beeston (Nottingham, Hybrid)
Salary Banding:£52,665 - £55,436
Contract: Type:Permanent based on a 37.5hr working week

Are you ready to make a real difference for our customers? AtMetropolitan Thames Valley Housing (MTVH), we’re committed to delivering exceptional customer experiences. We’re looking for a passionate and drivenComplaints Managerto lead our Complaints Team and ensure every customer interaction reflects our values,

About the Role

As Complaints Manager, you will:

• Lead and inspire a team to deliver a robust, empathetic, and compliant complaints service.
• Drive continuous improvement by analysing data trends, identifying root causes, and implementing solutions to reduce complaint volumes.
• Collaborate with internal teams and external partners, including the Housing Ombudsman Service, to ensure compliance and best practice.
• Take ownership of KPIs, quality assurance processes, and budget management, including compensation.
• Be a visible advocate for customers, ensuring their voices shape service improvements.

What We’re Looking For

• Strong leadership experience with the ability to motivate and coach and drive performance across teams.
• Excellent understanding of the Housing Ombudsman Service, Complaint Handling Code, and sector best practice.
• Proven ability to analyse data, identify trends, and deliver actionable insights.
• Exceptional communication and relationship-building skills with customers, colleagues, and stakeholders.
• A relentless focus on customer needs and a commitment to continuous improvement

Why Join MTVH?

At MTVH, We offer:

• A supportive and inclusive culture.
• Opportunities for professional development and career progression.
• Competitive salary and benefits package.

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England. We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people. We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities. A member of the National Housing Federation the G15 ? which represents London?s largest housing associations, We influence policy for the benefits of our residents and the wider sector. In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We'll do this by listening to our customers and working alongside them.