Hybrid Complaint Resolution Specialist

Metropolitan Thames Valley; Nottingham; 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 to join our Beeston-based Complaints Team. You will investigate and coordinate responses for Stage 1 and, with experience, Stage 2 complaints, working with teams across MTVH to achieve fair resolutions for residents.

The role offers hybrid working (2–3 days from home) and on-site parking. You will identify process improvements, communicate clearly, and support customers with empathy while meeting deadlines.

Responsibilities

• Investigate and coordinate responses for Stage 1 complaints, with progression to Stage 2 with experience.
• Collaborate with teams across MTVH to achieve fair resolutions for customers.
• Identify process faults and improvements to the customer journey.
• Manage timeframes and communicate clearly and empathetically with residents.

Job description

Metropolitan Thames Valley Housing (MTVH) is seeking a Complaint Coordinator to join our Beeston-based Complaints Team. You will investigate and coordinate responses for Stage 1 and, with experience, Stage 2 complaints, working with teams across MTVH to achieve fair resolutions for residents.

The role offers hybrid working (2–3 days from home) and on-site parking. You will identify process improvements, communicate clearly, and support customers with empathy while meeting deadlines.