Hybrid Complaints & Customer Experience 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

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.