Complaints Specialist in Beeston

Complaints Specialist – Metropolitan Thames Valley

Hybrid working. Location: Beeston, NG9 1LA (on‑site parking subject to availability).

Salary Banding: £29,593 – £31,150 (dependent upon experience).

Role Overview

As a Specialist Complaint Handler 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 and work as a team to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution.

You will develop customer satisfaction through root‑cause analysis and help define continuous improvements for the customer journey. You will build relationships with senior executives at MTVH, the Housing Ombudsman, MPs, Councillors and the MTVH Policy Team.

What You\’ll Need To Succeed

• Strong knowledge and experience in resolving customer disputes.
• Ensure that appropriate actions and remedies are taken internally to resolve escalated customer problems and concerns.
• Confidence at communicating with senior leaders and members of parliament where appropriate.
• Exceptional organisational skills.
• Excellent communication and written skills.
• Report‑writing skills to provide regular updates to senior executives on the progress of complaints, orders and improvements.

Please note: we do not currently offer visa sponsorship.

Benefits

• 28 days annual leave plus 8 bank holidays (pro rata for part‑time) per year
• 2 volunteering days per year for community service
• One additional ‘Beliefs day’ per year
• Supported family‑friendly approach with extended parental leave
• Enhanced pension with matched contributions up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 × salary
• Cycle2Work scheme
• Hybrid working – dependent on role and department
• Health cash plan for everyday healthcare needs, extendable to family members
• Tenancy deposit – interest‑free loan to help with rental deposits and season ticket loan
• Access to extensive learning and training opportunities via Wisebox platform
• Colleague virtual social platform for organisational activity and colleague connection
• Career progression with mentoring, coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme – we support the wellbeing of our colleagues

About Us

We are committed to developing and maintaining sustainability initiatives to reduce our environmental impact and promote sustainable practices within MTVH.

Learn more about our benefits and organisation by viewing our attached document.

We reserve the right to close this vacancy early if a suitable candidate is found, so we encourage you to complete the application as soon as possible to avoid disappointment.

Our promise

At Metropolitan Thames Valley Housing (MTVH) we capture the value that difference brings and are committed to promoting equality, diversity and inclusion. Working collaboratively “Serving people better every day,” we educate, support and develop all of our diverse employees and the communities we serve. We are also part of the Disability Confident Employer scheme.

We want every employee and customer to feel comfortable being their true selves and are working tirelessly to create an environment that encourages employees to challenge non‑inclusive behaviours and remain mindful of everyone’s wellbeing.

We provide a platform for employee network groups to share views, highlight successes and recommend improvements, creating a real sense of community and a workforce that feels valued.

Employee Networks

• Gender
• Ethnicity
• LGBTQ+
• Disability

Our core values—Dare, Care and Collaborate—demonstrate that we are a people‑focused business solving social issues by working together.

Equality, Diversity and Inclusion

All qualified individuals are encouraged to apply. Equality, diversity and inclusion are integral to our culture, and this position is not open to candidates requiring visa sponsorship.