Senior Complaint Resolution & Stakeholder Liaison

Mtvh; East Midlands; Hybrid; GBP 31,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Job summary

MTVH is seeking a Complaint Specialist in Beeston. You will resolve complex complaints, including CEO and public inquiries, with a focus on fair resolutions. The role involves working hybrid and collaborating with senior figures to improve the customer journey.

You will lead root cause analysis, drive improvements, and report progress to MTVH executives, the Housing Ombudsman, MPs and councillors. This is a permanent, hybrid position.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Ability to communicate with senior leaders and MPs where appropriate.
• Exceptional organisation and written communication skills.

Responsibilities

• Resolve complex complaints, CEO complaints and respond to MP, Councillor and Ombudsman enquiries.
• Support the wider Customer Care Team to deliver satisfactory resolutions.
• Develop customer satisfaction through root cause analysis and help define continuous improvements for the customer journey.
• Build relationships with senior executives at MTVH, The Housing Ombudsman, MPs, Councillors and the MTVH Policy Team.

Skills

Customer dispute resolution

Senior leaders communication

Report writing

Root cause analysis

Organisation

Policy/ombudsman liaison

Job description

MTVH is seeking a Complaint Specialist in Beeston. You will resolve complex complaints, including CEO and public inquiries, with a focus on fair resolutions. The role involves working hybrid and collaborating with senior figures to improve the customer journey.

You will lead root cause analysis, drive improvements, and report progress to MTVH executives, the Housing Ombudsman, MPs and councillors. This is a permanent, hybrid position.