Complaints Specialist

Metropolitan Thames Valley; Beeston; On-site; GBP 29,000 - 32,000; Full time

Job summary

A housing provider in Beeston is seeking a Complaint Specialist to handle complex complaints and collaborate with senior leaders. In this hybrid role, you will enhance customer satisfaction, support the Customer Care Team, and communicate effectively with key stakeholders including MPs and the Housing Ombudsman. Applicants should possess strong dispute resolution skills and exceptional organisational abilities. This position offers a salary range of £29,593 - £31,150, depending on experience.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Confident at communicating with senior leaders and members of parliament.
• Exceptional organisation skills required.

Responsibilities

• Responsible for resolving complex complaints and CEO complaints.
• Supporting the Customer Care Team to deliver satisfactory resolutions.
• Building relationships with senior executives and key stakeholders.

Skills

Resolving customer disputes

Communication with senior leaders

Exceptional Organisation

Excellent communication skills

Job description

Job Description

This Role : Complaint Specialist - Hybrid Working

Location : Beeston, NG9 1LA - On site parking subject to availability

Salary Banding : £29,593 - £31,150 (Dependent upon experience )

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
• Rep...