Hybrid Complaint Coordinator - 12‑Month Fixed Term

Mtvh; East Midlands; Hybrid; GBP 29,000 - 31,000; Full time

Benefits offered by this job

Free on-site parking

Job summary

Metropolitan Thames Valley Housing (MTVH) is seeking a Complaint Coordinator in Beeston, Nottingham to investigate and coordinate Stage 1 responses and, with experience, Stage 2 complaints. The role requires strong customer service focus and collaboration across the organisation.

Hybrid working: 2–3 days from home; full-time hours across a 37.5-hour week, with on-site parking and a Beeston office base. You will support residents and work with senior managers to drive timely, fair resolutions.

Qualifications

• Experience in resolving customer disputes.
• Excellent organisation and time management to meet response timeframes.
• Negotiation and persuasion skills to achieve outcomes.
• Empathy towards customers and their frustrations.
• Clear and effective verbal and written communication.

Responsibilities

• Investigate and coordinate responses for Stage 1 complaints; with experience, Stage 2 complaints.
• Collaborate with teams across the business to achieve fair resolutions.
• Identify process faults and suggest improvements to the customer journey.
• Guide and influence constructive change within the organisation.

Skills

Customer dispute resolution

Organization

Time management

Negotiation

Empathy

Communication skills

Job description

Metropolitan Thames Valley Housing (MTVH) is seeking a Complaint Coordinator in Beeston, Nottingham to investigate and coordinate Stage 1 responses and, with experience, Stage 2 complaints. The role requires strong customer service focus and collaboration across the organisation.

Hybrid working: 2–3 days from home; full-time hours across a 37.5-hour week, with on-site parking and a Beeston office base. You will support residents and work with senior managers to drive timely, fair resolutions.