At a Glance
- Tasks: Manage complex complaints and drive service improvements with key stakeholders.
- Company: Join MTVH, a purpose-driven organisation focused on making a difference.
- Benefits: Competitive salary, full-time hours, and a supportive team environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real impact by resolving high-profile cases and influencing change.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 30629 - 32241 £ per year.
The role is based in Beeston, Nottingham, NG9 1LA.
Salary Banding: £30,629 - £32,241
Contract Type: 12 Month Fixed Term - Full Time 37.5hrs per week.
We're looking for a proactive, resilient, and detail-driven Complaints & Resolution Specialist to join our central team at MTVH. This is a high-profile role where you'll take ownership of complex complaints, working closely with MPs, the Ombudsman, and senior stakeholders to deliver fair outcomes and drive continuous service improvement.
- Act as the key point of contact for Stage 1 Central Services complaints, MP enquiries, and Ombudsman investigations.
- Take ownership of complex and sensitive cases, ensuring effective resolution within agreed timeframes.
- Review and triage incoming complaints, allocating them appropriately or progressing them for formal investigation.
- Build strong relationships with Ombudsman adjudicators, MPs, Regional Directors, and internal teams.
- Prepare high-quality Ombudsman investigation packs, ensuring accuracy and completeness.
- Collaborate with stakeholders to identify root causes, implement solutions, and improve services.
- Maintain excellent case records using internal systems.
- Ensure adherence to budgetary processes and best practice standards.
What we're looking for:
- Proven experience in complaint management within a social housing environment.
- Strong understanding of Housing Ombudsman policy and sector processes.
- Excellent communication skills at all levels, both internal and external.
- Ability to influence and lead stakeholders to drive complaint resolution.
- Confidence to make decisions outside of standard policy where appropriate.
- Strong understanding of business KPIs and your role in achieving them.
- Ability to identify customer needs and deliver customer-focused outcomes.
- Highly organised with the ability to work under pressure & manage your own workload.
- Exceptional attention to detail and record-keeping standards.
- Excellent written and verbal communication skills.
Why join us:
- Play a key role in handling high-impact, visible cases.
- Influence real change and service improvement across the organisation.
- Work with a collaborative, purpose-driven team.
Complaint Specialist in Westminster employer: Metropolitan Thames Valley
MTVH is an exceptional employer that values proactive and resilient individuals, offering a collaborative and purpose-driven work culture in Beeston, Nottingham. As a Complaints & Resolution Specialist, you will have the opportunity to influence real change and service improvement while working closely with key stakeholders, including MPs and the Ombudsman. With a focus on employee growth and development, MTVH provides a supportive environment where your contributions are recognised and rewarded.
Contact Details:
Metropolitan Thames Valley Recruitment Team
