Complex & CEO Complaints Lead (Hybrid)

Mtvh; Beeston; Hybrid; GBP 31,000 - 32,000; Full time

Job summary

MTVH is seeking a Complaint Specialist in Beeston to resolve complex complaints, including CEO complaints, and to respond to MPs, Councillors and the Ombudsman. You will work with the Customer Care Team to secure fair, clear resolutions.

You will build relationships with senior executives and develop customer satisfaction through root‑cause analysis, while contributing to continuous improvements of the customer journey. Hybrid working will be discussed at interview.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Ability to escalate and resolve customer problems with appropriate remedies.
• Confident communication with senior leaders and MPs where appropriate.
• Excellent organisational skills.
• Excellent written and verbal communication.
• Experience in report writing for senior executives on progress and improvements.

Responsibilities

• Resolve complex complaints, including CEO complaints and MP/council/ombudsman inquiries.
• Work with the Customer Care Team to deliver satisfactory resolutions.
• Develop customer satisfaction through root cause analysis and continuous improvement.
• Build relationships with senior executives and external stakeholders.

Skills

Customer disputes resolution

Escalation handling

Stakeholder communication

Organisation

Written communication

Report writing

Job description

MTVH is seeking a Complaint Specialist in Beeston to resolve complex complaints, including CEO complaints, and to respond to MPs, Councillors and the Ombudsman. You will work with the Customer Care Team to secure fair, clear resolutions.

You will build relationships with senior executives and develop customer satisfaction through root‑cause analysis, while contributing to continuous improvements of the customer journey. Hybrid working will be discussed at interview.