Job Description

Complaint Specialist

Location: Beeston, NG9 1LA

Salary Banding: 29,593 - 31,150

Hybrid working to be discussed at interview stage

As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries. You may also support the wider Customer Care Team to deliver satisfactory resolutions.


You will work as a team to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution.


You will be responsible for developing customer satisfaction through root cause analysis as well as help defining continuous improvements for the customer journey. You will build relationships with senior executives at MTVH, The Housing Ombudsman, MP's, Councillors and the MTVH Policy Team.

What you'll need to succeed

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 members of parliament where appropriate Exceptional Organisation Excellent communication and written skills Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements


Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.



We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.



We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.



A member of the National Housing Federation the G15 - which represents London's largest housing associations - we influence policy for the benefits of our residents and the wider sector.



In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We'll do this by listening to our customers and working alongside them.


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