Complaints Manager in Beeston

The Role

Lead the Way in Transforming Customer Experience a MTVH

Complaints Manager
Location: Beeston (Nottingham, Hybrid)
Salary Banding: £52,665 – £55,436
Contract: Type: Permanent based on a 37.5hr working week

Are you ready to make a real difference for our customers?
At Metropolitan Thames Valley Housing (MTVH), we\’re committed to delivering exceptional customer experiences. We\’re looking for a passionate and driven Complaints Manager to lead our Complaints Team and ensure every customer interaction reflects our values,

About the Role

As Complaints Manager, you will:

• Lead and inspire a team to deliver a robust, empathetic, and compliant complaints service.
• Drive continuous improvement by analysing data trends, identifying root causes, and implementing solutions to reduce complaint volumes.
• Collaborate with internal teams and external partners, including the Housing Ombudsman Service, to ensure compliance and best practice.
• Take ownership of KPIs, quality assurance processes, and budget management, including compensation.
• Be a visible advocate for customers, ensuring their voices shape service improvements.

What We\’re Looking For

• Strong leadership experience with the ability to motivate and coach and drive performance across teams.
• Excellent understanding of the Housing Ombudsman Service, Complaint Handling Code, and sector best practice.
• Proven ability to analyse data, identify trends, and deliver actionable insights.
• Exceptional communication and relationship-building skills with customers, colleagues, and stakeholders.
• A relentless focus on customer needs and a commitment to continuous improvement

Why Join MTVH?

At MTVH, We offer:

• A supportive and inclusive culture.
• Opportunities for professional development and career progression.
• Competitive salary and benefits package.