Senior Complaints & Escalations Specialist

Connexions Thames Valley; Skelmersdale; Hybrid; GBP 31,000 - 32,000; Full time

Job summary

MTVH in Beeston is seeking a Specialist Complaint Handler to resolve complex cases, including CEO complaints, and to respond to inquiries from MPs, Councillors, and the Ombudsman. You will support the Customer Care Team and drive improvements in the customer journey.

You will engage with senior stakeholders, prepare progress updates, and contribute to root-cause analysis to enhance service delivery. Hybrid working and a 37.5-hour week are involved.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Ensures appropriate actions and remedies are taken to resolve escalated problems.
• Confident communicating with senior leaders and MPs where appropriate.
• Exceptional organisational skills and ability to manage multiple cases.
• Excellent written communication and report writing for senior executives.

Responsibilities

• Resolve complex complaints, including 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 contribute to improvements in the customer journey.
• Build relationships with senior executives at MTVH, the Housing Ombudsman, MPs, Councillors and the Policy Team.
• Work as a team to ensure disputes are resolved fairly and clearly.

Skills

Complaint resolution

Customer disputes

Senior leadership comms

Organisation

Written communication

Job description

MTVH in Beeston is seeking a Specialist Complaint Handler to resolve complex cases, including CEO complaints, and to respond to inquiries from MPs, Councillors, and the Ombudsman. You will support the Customer Care Team and drive improvements in the customer journey.

You will engage with senior stakeholders, prepare progress updates, and contribute to root-cause analysis to enhance service delivery. Hybrid working and a 37.5-hour week are involved.