Customer Resolution Coordinator

MTVH; Nottingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

MTVH is seeking a Customer Resolution Coordinator for a 6-month fixed-term contract in Nottingham. This role focuses on resolving early-stage complaints and enhancing customer experience through effective communication and problem-solving. The successful candidate will work collaboratively within a new team to deliver excellent service and build strong relationships with residents and colleagues.

Benefits

28 days annual leave plus 8 bank holidays

2 volunteering days per year

Enhanced pension with matched contributions up to 9%

Health cash plan scheme

Career progression opportunities

Qualifications

• Passionate about delivering excellent service.
• Ability to work accurately and with pace.
• Strong communication and interpersonal skills.

Responsibilities

• Identify and prioritize customer problems for prompt resolution.
• Build strong relationships with colleagues and residents.
• Maintain excellent records of communications and actions.

Skills

Customer focus

Problem-solving

Interpersonal skills

Communication

Job description

View more categories View less categories Function Community and Customer Services Seniority Officer Contract Fixed Term Contract Hours Full Time Organisation Type Housing association / RP

Customer Resolution Coordinator - Fixed Term 6 Month Contract

Location: Beeston, Nottingham, NG9 1LA - Free on-site parking

Salary: £28,61 based on a 37.5hr working week. Hybrid working is avaliable for this post

MTVH conducts an annual review of salaries for colleagues. The salary displayed does not reflect any agreements reached during our 2025 review.

This role:

Due to an internal move MTVH are recruiting for a passionate and results-orientated Customer Resolution Coordinator to join our Customer Experience team (fixed-term, 6 months). In this exciting new opportunity, you’ll play a crucial role in a newly established team dedicated to providing efficient and timely responses to early stage complaints.

Your focus will be on identifying and prioritising customer problems that can be resolved quickly, providing our residents with prompt, empathetic and satisfactory resolutions to their concerns in line with our policies and the Housing Ombudsman Complaint Handling Code.

Through your great people skills you will build strong relationships with colleagues across MTVH, role-model customer-centric service and work together with your team to reduce response times and enhance the overall experience for our customers.

What you'll need to succeed

To succeed in this role, you'll need a blend of customer focus, problem-solving, and people skills.

• You should be passionate about delivering excellent service and finding solutions to customer problems.
• You'll be reviewing customer communications to identify prompt resolutions to their problems, so you’ll need to be able to work accurately and with pace.
• Strong communication and interpersonal skills are essential to building rapport with both residents and colleagues. You'll be expected to build positive relationships and demonstrate empathy and understanding.
• You'll also need to be able to maintain excellent records of communications and actions taken.

Interview Diary Date: To be advised

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

What’s in it for you?

Our benefits include:-

• 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
• 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

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:-

• 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.

Company

Welcome to MTVH!

Our organisation was built on a simple mission – to give people a safe, secure, and affordable home. That is as true today as it was in the 1950’s, when our founder Molly Huggins established on organisation to provide homes for Windrush migrants in London. Our core purpose I that “everyone should have a home and the chance to live well” To fulfil this vision, we work with partners to make our neighbourhoods – new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide is in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.

We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.

We are a member of the National Housing Federation and the g15, which represents London’s 15 largest housing associations and houses one in 10 Londoners (www.g15london.org.uk ).

We also offer a wide range of benefits:-

• 28 days annual leave plus bank holidays
• In addition to annual leave a 'belief day' to be taken at a time of your choosing
• 2 paid voluntary days to support your community
• Smarter working is the MTVH approach to future working arrangements for colleagues registered as office-based to adapt to the needs of the customer.
• Life assurance cover 3 x your salary
• Health cash plan scheme for your everyday healthcare needs
• Enhanced pension with matched contributions up to a maximum of 9% contribution
• Tenancy deposit – interest free loan to help with rental deposits

Website http://www.metropolitan.org.uk/ Mini-site MTVH Telephone [phone] Location 2nd Floor, The Grange
100 High Street
Southgate
London
London
N14 6PW
United Kingdom

Sign in or create an account to start creating job alerts and receive personalised job recommendations straight to your inbox.