Strategic Complaints & Escalations Specialist

Metropolitan Thames Valley; Beeston; On-site; GBP 32,000 - 45,000; Full time

Job summary

Metropolitan Thames Valley is seeking a Specialist Complaint Handler to resolve complex complaints, including CEO and high-profile enquiries from MPs, Councillors and the Ombudsman. You will support the Customer Care Team to deliver effective resolutions and drive improvements across the customer journey.

You will work with senior executives and external bodies, using root cause analysis to enhance customer satisfaction and drive ongoing quality enhancements within MTVH.

Qualifications

• Strong knowledge and experience in resolving customer disputes.
• Ensures that appropriate actions and remedies are taken internally to resolve escalated customers problems and concerns.
• Confident at communicating with senior leaders and MPs where appropriate.
• Exceptional Organisation and written communication skills.
• Report writing to provide regular updates to senior executives on progress.

Responsibilities

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

Skills

Dispute resolution

Stakeholder communication

Organisational skills

Written communication

Report writing

Senior leadership engagement

Job description

Metropolitan Thames Valley is seeking a Specialist Complaint Handler to resolve complex complaints, including CEO and high-profile enquiries from MPs, Councillors and the Ombudsman. You will support the Customer Care Team to deliver effective resolutions and drive improvements across the customer journey.

You will work with senior executives and external bodies, using root cause analysis to enhance customer satisfaction and drive ongoing quality enhancements within MTVH.