Complaints Specialist

MTVH; Nottingham; Hybrid; GBP 29,000 - 32,000; Full time

Job summary

A housing association in Nottingham is seeking a Complaint Specialist to address complex complaints and enquiries. You will engage directly with senior executives and external stakeholders while collaborating with the Customer Care Team for satisfactory resolutions. Ideal candidates are experienced in resolving disputes with strong organisational and communication skills. This role offers hybrid working possibilities and a comprehensive benefits package, including enhanced pension contributions and generous annual leave.

Benefits

28 days annual leave plus 8 bank holidays

Life assurance cover 3 x your salary

Career progression and training opportunities

Health cash plan scheme

Enhanced pension with matched contributions of up to 9%

Qualifications

• Experience in dealing with complex complaints, including CEO complaints.
• Ability to communicate confidently with senior leaders and members of parliament.
• Proven capability to analyse root causes for customer satisfaction.

Responsibilities

• Resolve complex complaints and enquiries.
• Support the broader Customer Care Team.
• Develop customer satisfaction through continuous improvements.

Skills

Strong knowledge and experience in resolving customer disputes

Exceptional Organisation

Excellent communication and written skills

Report writing skills

Job description

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

Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements.

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ‘Beliefs day’ once a year to have an extra a day off
• Supported family friendly approach with extended parental leave
• Enhanced pension with matched contributions of up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 x your salary
• Cycle2work scheme
• Hybrid Working - Dependent on job role and department
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:

• Gender
• Ethnicity
• LGBTQ+
• Disability

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.

For a full breakdown of company benefits, please see the attached Benefits Digital Booklet: https://view.pagetiger.com/bksiskh/001