At a Glance
- Tasks: Manage complex complaints and drive service improvements with key stakeholders.
- Company: Join MTVH, a purpose-driven organisation focused on social housing.
- Benefits: Competitive salary, impactful work, and a collaborative team environment.
- Other info: Opportunity to influence change and enhance your career in a supportive setting.
- Why this job: Make a real difference by resolving high-profile complaints and improving services.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 30629 - 32241 £ per year.
Location: Beeston, Nottingham, NG9 1LA
Salary Banding: £30,629 - £32,241
Contract Type: 12 Month Fixed Term - Full Time 37.5 hrs 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.
Responsibilities
- 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
Qualifications
- 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
Benefits
- 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 Nottingham employer: MTVH
MTVH is an exceptional employer that values proactive and resilient individuals, offering a collaborative and purpose-driven work culture. As a Complaints & Resolution Specialist in Beeston, Nottingham, you will have the opportunity to influence real change and service improvement while working closely with key stakeholders. With a focus on employee growth and development, MTVH provides a supportive environment where your contributions are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Specialist in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MTVH. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MTVH before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaint Specialist in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MTVH:Your cover letter is your chance to shine! Tell us why you want to work at MTVH specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MTVH!
How to prepare for a job interview at MTVH
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
